Exam 12: Deliver the Customer Experience: Goods and Services Via Bricks and Clicks

JetBlue is a low-fare airline. JetBlue gives customers a friendly cabin crew, roomy overhead bins, live satellite TV at every leather seat, and even pay-per-view movies. How is JetBlue striving to provide quality service? Explain your answer.

A customer got a great haircut at a salon and went back six weeks later to the same person to get a second haircut. This time, the customer received one of the worst haircuts of his life. The difference between the two haircuts is due to the ________ characteristic of services.

A customer browses through several online retail sites and examines product descriptions of several different styles and brands of bed linens. The customer then goes to Macy's and purchases a set of flannel sheets that he had read about on another retailer's site. The purchase of this set of flannel sheets is most clearly an example of ________.

An advertisement for the Blue Ridge Parkway (a highway) that runs from the Shenandoah Valley to the Smokey Mountains describes the highway as a "trip back in time." This is an example of ________.

Shoplifting, sweethearting, and retail borrowing are all problems that contribute to ________.

Explain the concept of nonstore retailing, giving one example of a well-known product that has been marketed this way.

________ strategies regard a city, state, country, or other locale as a brand.

Interactive videos, games, and contests are all ________ strategies that marketers use to engage online shoppers.

The talent agency that is trying to convince Berry College to hire a motivational speaker for the college's homecoming festivities is marketing people.

Demographic changes have motivated marketers to make changes in the retailing industry.

What is the merchandise assortment of an airport bookstore that sells only a few books but a large variety of magazines?

For the retailer, the practice of ________ results in lower total sales and, in many cases, damaged merchandise.

Which of the following refers to any method a firm uses to complete an exchange that does not require a customer to visit a store?

The majority of online shopping trips end in shopping cart abandonment.

What is meant by merchandise breadth and depth? Give an example of a store for each of the following: narrow assortment, broad assortment, shallow assortment, and deep assortment.

To reduce problems associated with the intangibility of the services offered by a restaurant, the restaurant owner would be most likely to do which of the following?

Which of the following is NOT true about the SERVQUAL scale?

Pier 1 Imports started as a single store in San Mateo, California, offering low-priced beanbags, love beads, and incense to baby boomers. Today it sells quality home furnishings and decorative accessories. Why is Pier 1 Imports a perfect case study of the wheel-of-retailing hypothesis?

In general, vending machines are best suited for selling which of the following?

Service ________ means that a firm cannot store its services.