Exam 13: Designing and Managing Services

Although Brenda previously used the U.S. Postal Service because it offered better prices on package shipping, she now uses only FedEx, because it gives her the facility of shipping from any FedEx Kinkos location 24 hours a day. Which of the following factors led to Brenda's customer switching behavior?

Customers who view a service as homogeneous ________.

Which of the following is a characteristic of a service?

When a theater sells matinee movie tickets at low prices, it aims to shift some demand from the peak to the off-peak period. What is the strategy that the theater is said to be adopting?

The payment equity for a service is a range from the minimum level of service consumers are willing to accept to the level they believe can and should be delivered.

The search qualities of a service are the characteristics the buyer can evaluate before purchase.

Services high in ________ have characteristics that the buyers can evaluate before purchase.

Which of the following is an example of a pure tangible good?

In developing a service blueprint, The Flower Shop has outlined each step in the delivery process of the service it provides. Which characteristic of services is The Flower Shop attempting to minimize?

The quality of services is independent of who provides them.

A flight with complementary drinks is an example of a ________.

A computer falls into the ________ category of service mix.

Some services require that the client be present to conduct the service. Which of the following is an example of such a service?

Out-of-pocket costs are what the customer spends on regular maintenance and repair costs.

Expensive equipment manufacturers not only install the equipment but also train the staff and undertake the maintenance and repair activities of the equipment. By doing so, they are providing ________.

When Aaron went to his doctor for his annual checkup, he was asked to undergo a number of tests. Although the doctor assured Aaron that the tests were routine, Aaron thinks that the doctor is hiding a grave problem from him. What kind of a gap is apparent here?

The production of a service is never tied to a physical product.

Salt is an example of a hybrid.

An oil drilling company ordered a pumpjack for its operations. The pumpjack manufacturing company not only set up the machine but also provided training to the people who needed to use it. It also let the drilling company know that it would be undertaking the maintenance and repair services for the pumpjack. What kind of a service is the manufacturing company providing?

When Hayley had some problems with the applications on her cell phone, she gave her cell phone to the service center for a software update. The service center returned the phone to Hayley the next day, with the software update complete. Two days later, the service center called Hayley to enquire if the phone was functioning well. Which area of services marketing does this incident illustrate? Why is this important?