Exam 13: Designing and Managing Services

Services cannot be seen, tasted, felt, or heard before they are bought. To reduce uncertainty, buyers will look for evidence of quality. They will draw inference about quality from place, people, and price they see. Therefore, the service provider's task is to "________."

You have been asked by your firm to evaluate the "service" of one of its competitors (a restaurant). As you understand service, services differ according to form and purpose. Explain how you classify services.

Companies that ________ disappointed customers to complain have been shown to achieve higher revenues and greater profits than companies that do not have a systematic approach for addressing service failures.

At the customer counter of your neighbourhood tire dealer, you overhear the manager tell a customer "Mrs. Jones, you have our word that we can fix your car." This comment increases your belief in the service quality of the organization by communicating ________ to you and Mrs. Jones.

Manufacturers usually start by running their own parts-and-service departments.

An example of a pure service provider might be for example a car repair facility.

Give an example of a pure service provided by a company.

Customers form service expectations from such areas as past experiences, word of mouth, and advertising.

Ben Makama has switched his dry cleaning provider because the cleaner did not perform up to his standards. This is an example of which of the following customer switching behaviours?

Marketing excellence with services requires excellence in three broad areas: external, ________, and internal marketing.

Some services require that the client be present to conduct the service. An example of such a service is a

There is a ________ where consumer perceptions on a service dimension would be deemed satisfactory, anchored by the minimum level consumers would be willing to accept and the level that customers believe can and should be delivered.

Services cannot be stored or inventoried. Attempts to regulate the "services" on the supply side-to increase the service providers when needed include such strategies as part-time workers. What are some other ways a university or college can "shift" supply for its services?

Service offerings can be differentiated in numerous ways what the consumer expects to see is the company's primary service package.

When restaurants and theme parks add summer workers, they are attempting to manage supply and demand for their services by

Services vary as to whether they are equipment-based or

Leo's manager has asked him and his teammates to demonstrate caring towards customers. They are instructed to learn the customers' names, and use the customers' names while interacting with them. Repeat customers should get special attention, and the team members should remember their preferences and habits. The manager is asking the team to be ________.

Firms have decided to raise fees and lower services for those customers who barely pay their way, and to coddle big spenders to retain their patronage as long as possible.

According to Parasuraman, Zeithaml, and Berry, the fifth "gap" in their service-quality model is the gap between

According to Parasuraman, Zeithaml, and Berry, the first "gap" in their service-quality model is the gap between