Exam 11: Designing and Managing Services

Customers today want separate prices for each service element and they also want the right to select the elements they want.The customers are said to be pressing for ________.

(Multiple Choice)

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Question 41

The product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value gives the ________.

(Multiple Choice)

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Question 42

Customers want unbundled services,with separate prices for each service element and the right to select the elements they want.

(True/False)

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Question 43

Which of the following is an example of a gap between management perception and the service-quality specifications?

(Multiple Choice)

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Question 44

Jake had an appointment at the doctor's,but couldn't make it on time because he was caught in traffic.By the time he reached the doctor's office,the doctor had already begun with the next patient.This illustrates the ________ of services.

(Multiple Choice)

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Question 45

A service provider can work with larger groups to get around the limitations of inseparability.

(True/False)

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Question 46

Regular maintenance and repair costs are known as ________.

(Multiple Choice)

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Question 47

Which of the following is a characteristic of a service?

(Multiple Choice)

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Question 48

Belling Hotels provides complimentary breakfast buffets to all its guests.This is an example of a ________.

(Multiple Choice)

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(78)

Question 49

Susanna wanted to check out a new salon in her locality,so she decided to go for a hair styling session.She was very happy with the way her stylist connected and related with her concerns.She is judging the service based on its ________.

(Multiple Choice)

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(83)

Question 50

The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.

(Multiple Choice)

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(75)

Question 51

Which of the following will help a service provider overcome the limits imposed by the inseparability of services?

(Multiple Choice)

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(92)

Question 52

Gloria goes to the same bagel shop every morning because the workers there remember her name and know her order.They always make her feel welcome.The employees of this bagel shop excel at which of the following determinants of service quality?

(Multiple Choice)

4.8/5

(92)

Question 53

MGC Inc.organizes a company-wide picnic once a year.The organizers arranged for the best possible menu thinking that food would be a priority,but the staff were disappointed because the activities were very poorly planned.What kind of a gap is apparent here?

(Multiple Choice)

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(82)

Question 54

List and briefly explain the four distinctive characteristics of services.

(Essay)

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Question 55

The Caesar Park Hotel generally caters to business customers during the week,but has now decided to promote minivacation weekends for non-business customers as well.What is the Caesar Park trying to do?

(Multiple Choice)

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(86)

Question 56

Clients judge service not only by its technical quality but also by its functional quality.

(True/False)

4.9/5

(89)

Question 57

Salt is an example of a hybrid.

(True/False)

4.9/5

(74)

Question 58

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

(Multiple Choice)

4.8/5

(78)

Question 59

Angela switched to a new hair stylist after getting a bad haircut from her previous stylist.This is an example of which of the following factors leading to customer switching behavior?

(Multiple Choice)

4.8/5

(91)

Question 60

Showing 41 - 60 of 78

Customers today want separate prices for each service element and they also want the right to select the elements they want.The customers are said to be pressing for ________.

The product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value gives the ________.

Customers want unbundled services,with separate prices for each service element and the right to select the elements they want.

Which of the following is an example of a gap between management perception and the service-quality specifications?

Jake had an appointment at the doctor's,but couldn't make it on time because he was caught in traffic.By the time he reached the doctor's office,the doctor had already begun with the next patient.This illustrates the ________ of services.

A service provider can work with larger groups to get around the limitations of inseparability.

Regular maintenance and repair costs are known as ________.

Which of the following is a characteristic of a service?

Belling Hotels provides complimentary breakfast buffets to all its guests.This is an example of a ________.

Susanna wanted to check out a new salon in her locality,so she decided to go for a hair styling session.She was very happy with the way her stylist connected and related with her concerns.She is judging the service based on its ________.

The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.

Which of the following will help a service provider overcome the limits imposed by the inseparability of services?

Gloria goes to the same bagel shop every morning because the workers there remember her name and know her order.They always make her feel welcome.The employees of this bagel shop excel at which of the following determinants of service quality?

MGC Inc.organizes a company-wide picnic once a year.The organizers arranged for the best possible menu thinking that food would be a priority,but the staff were disappointed because the activities were very poorly planned.What kind of a gap is apparent here?

List and briefly explain the four distinctive characteristics of services.

The Caesar Park Hotel generally caters to business customers during the week,but has now decided to promote minivacation weekends for non-business customers as well.What is the Caesar Park trying to do?

Clients judge service not only by its technical quality but also by its functional quality.

Salt is an example of a hybrid.

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

Angela switched to a new hair stylist after getting a bad haircut from her previous stylist.This is an example of which of the following factors leading to customer switching behavior?

Defining Marketing for the 21st Century

Developing Marketing Strategies and Plans

Collecting Information and Forecasting Demand

Creating Long-term Loyalty Relationships

Analyzing Consumer Markets

Analyzing Business Markets

Identifying Market Segments and Targets

Creating Brand Equity

Crafting the Brand Positioning and Competing Effectively

Setting Product Strategy

Developing Pricing Strategies and Programs

Designing and Managing Integrated Marketing Channels

Managing Retailing, Wholesaling, and Logistics

Designing and Managing Integrated Marketing Communications

Managing Mass Communications: Advertising, Sales Promotions, Events and Experiences, and Public Relations

Managing Personal Communications: Direct and Interactive Marketing, Word of Mouth, and Personal Selling

Managing Marketing in the Global Economy

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