Question 1

In which of the following services is inadequate customer communication most likely to result in customer dissatisfaction?

Accepted Answer

A)  Fast food restaurant 
B)  Animal boarding 
C)  Movie theater 
D)  Physical rehabilitation therapy 
E)  Overnight package delivery
Bloom: Apply 
A)  Fast food restaurant 
B)  Animal boarding 
C)  Movie theater 
D)  Physical rehabilitation therapy 
E)  Overnight package delivery
Bloom: Apply

Question 2

When Sarah opened her savings and checking accounts at First National Bank of Chicago,she was given a brochure entitled "How to Lose Wait" that gave her advice on how to avoid delays at the bank and listed her branch's busiest and slowest times.By giving Sarah the "How to Lose Wait" brochure,First National Bank of Chicago is ________ to match service promises with delivery.

Accepted Answer

A)  Offering a service guarantee 
B)  Leveraging social media 
C)  Managing customer education 
D)  Managing horizontal communications 
E)  Using viral marketing 
A)  Offering a service guarantee 
B)  Leveraging social media 
C)  Managing customer education 
D)  Managing horizontal communications 
E)  Using viral marketing

Question 3

Which of the following is a strategy used for managing customer education?

Accepted Answer

A)  Teach customers to avoid peak demand periods and see slow periods 
B)  Clarify expectations after the sale 
C)  Prepare customers for the service process 
D)  Conform performance to standards 
E)  Create tiered-value offerings 
A)  Teach customers to avoid peak demand periods and see slow periods 
B)  Clarify expectations after the sale 
C)  Prepare customers for the service process 
D)  Conform performance to standards 
E)  Create tiered-value offerings

Question 4

The four strategies of tangibilization are documentation,illustration,intimation and physical representation.

Accepted Answer

A) True 
 B)False

Question 5

Once the sale is made,service provider can manage customer education by clarifying expectations after the sale.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is NOT a strategy a service provider would use if its goal were to manage customer expectations?

Accepted Answer

A)  Create tiered-value service offerings 
B)  Negotiate unrealistic expectations 
C)  Communicate criteria for service effectiveness 
D)  Teach customers to avoid peak demand periods and see slow periods 
E)  Offer choices 
A)  Create tiered-value service offerings 
B)  Negotiate unrealistic expectations 
C)  Communicate criteria for service effectiveness 
D)  Teach customers to avoid peak demand periods and see slow periods 
E)  Offer choices

In which of the following services is inadequate customer communication most likely to result in customer dissatisfaction?

Which of the following is a strategy used for managing customer education?

The four strategies of tangibilization are documentation,illustration,intimation and physical representation.

Once the sale is made,service provider can manage customer education by clarifying expectations after the sale.

Which of the following is NOT a strategy a service provider would use if its goal were to manage customer expectations?

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service

Customers Roles in Service

Managing Demand and Capacity

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 14: Integrated Service Marketing Communications

In which of the following services is inadequate customer communication most likely to result in customer dissatisfaction?

Which of the following is a strategy used for managing customer education?

The four strategies of tangibilization are documentation,illustration,intimation and physical representation.

Once the sale is made,service provider can manage customer education by clarifying expectations after the sale.

Which of the following is NOT a strategy a service provider would use if its goal were to manage customer expectations?

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service

Customers Roles in Service

Managing Demand and Capacity

Pricing of Services

The Financial and Economic Impact of Service

Filters