Exam 11: Designing and Managing Services

The customer service representatives at a call center have been asked to handle each call in not more than five minutes.A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances.What kind of service gap is apparent here?

Ellen came across an ad for a new restaurant which promised authentic French cuisine.When she ate there,however,she was disappointed to find that the food was mediocre and not very authentic.Which of the following gaps of service performance does this demonstrate?

Which of the following is an example of a hybrid service?

________ refers to training and motivating employees to serve customers well.

If the length of the downtime increases,the cost incurred decreases.

________ refers to the normal work of preparing,pricing,distributing,and promoting the service to customers.

Services high in ________ qualities have characteristics that the buyer can evaluate after purchase.

A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value is known as the product's activity cost.

Which one of the following would be considered high in credence qualities?

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

To which of the following categories of services does a cell phone belong?

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 Johnson Controls reached beyond its climate control equipment and components business to manage integrated facilities by offering products and services that optimize energy use,it was said to be providing ________.

Intangibility with regards to a service means that the service cannot be duplicated across providers.

Which one of the following is highest in search qualities?

The private non-profit sector is a provider of services.

Interactive marketing describes the employees' skill in serving the client.

The fact that services are typically produced and consumed simultaneously is known as the ________ aspect of services.

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

Service quality depends on who provides them,when and where,and to whom.Thus,services are highly ________.