Question 1

What do Parasuraman et al. (1991) mean by assurance when he talks of the different dimensions of service quality?

Accepted Answer

A)  Employee competence 
B)  Courtesy 
C)  Trustworthiness 
D)  All of the options given are correct. 
A)  Employee competence 
B)  Courtesy 
C)  Trustworthiness 
D)  All of the options given are correct. D

Question 2

Which of the following is true about outsourcing?

Accepted Answer

A)  A firm must stay away from outsourcing. 
B)  A firm must outsource all it can. 
C)  Whatever is not a part of the firm's core competence becomes a candidate for outsourcing. 
D)  Whatever is a part of the firm's core competence becomes a candidate for outsourcing. 
A)  A firm must stay away from outsourcing. 
B)  A firm must outsource all it can. 
C)  Whatever is not a part of the firm's core competence becomes a candidate for outsourcing. 
D)  Whatever is a part of the firm's core competence becomes a candidate for outsourcing. C

Question 3

Even the most intangible services have certain _______ aspects.

Accepted Answer

A)  intangible 
B)  tangible 
C)  emotional 
D)  fixed 
A)  intangible 
B)  tangible 
C)  emotional 
D)  fixed B

Question 4

Parasuraman et al. (1991) have found that service quality is a multi-faceted construct with five dimensions. Which is not one of them?

Accepted Answer

A)  Reliability 
B)  Responsiveness 
C)  Assurance 
D)  Warranty 
A)  Reliability 
B)  Responsiveness 
C)  Assurance 
D)  Warranty

Question 5

Parasuraman et al. (1991) have found that service quality is a multi-faceted construct with ______ dimensions.

Accepted Answer

A)  two 
B)  three 
C)  four 
D)  five 
A)  two 
B)  three 
C)  four 
D)  five

Question 6

Which is not one of the four critical elements of interconnected technologies capabilities represented in Edelman and Singer (2015)?

Accepted Answer

A)  Automation 
B)  Proactive personalization 
C)  The great performance 
D)  Contextual interactions 
A)  Automation 
B)  Proactive personalization 
C)  The great performance 
D)  Contextual interactions

Question 7

According to Stuart (2006), the key to providing a great performance is so that the service firm can create _____________ the customer.

Accepted Answer

A)  a financial relationship with 
B)  an emotional bond with 
C)  a fun experience for 
D)  a memorable experience for 
A)  a financial relationship with 
B)  an emotional bond with 
C)  a fun experience for 
D)  a memorable experience for

Question 8

There are two main types of strategic alliances for services; they are

Accepted Answer

A)  brand sharing, sales sharing. 
B)  personnel sharing, sales sharing. 
C)  personnel sharing, asset sharing. 
D)  brand sharing, asset sharing. 
A)  brand sharing, sales sharing. 
B)  personnel sharing, sales sharing. 
C)  personnel sharing, asset sharing. 
D)  brand sharing, asset sharing.

Question 9

Besides Product, Price, Place, and Promotion, what are the remaining three marketing mix "P" elements associated with services?

Accepted Answer

A)  People, philosophy, and process 
B)  People, practice and process 
C)  Politics, people, and process 
D)  People, physical evidence, and process 
A)  People, philosophy, and process 
B)  People, practice and process 
C)  Politics, people, and process 
D)  People, physical evidence, and process

Question 10

Coopetition would appear to have the greatest promise for use by which kind of service firm?

Accepted Answer

A)  Small service firms 
B)  Medium-sized service firms 
C)  Large service firms 
D)  Pure service firms 
A)  Small service firms 
B)  Medium-sized service firms 
C)  Large service firms 
D)  Pure service firms

Question 11

Zeithaml et al. (2001) found that a number of successful service firms have actually created customer______

Accepted Answer

A)  prisms. 
B)  square. 
C)  circles. 
D)  pyramids. 
A)  prisms. 
B)  square. 
C)  circles. 
D)  pyramids.

Question 12

A survey instrument used to assess customer perceptions of service quality is called ______

Accepted Answer

A)  CETSCALE. 
B)  SERVQUAL. 
C)  SERVINSIST. 
D)  QUALMEAS. 
A)  CETSCALE. 
B)  SERVQUAL. 
C)  SERVINSIST. 
D)  QUALMEAS.

Question 13

_______ implies that services cannot be touched and felt. It has to be experienced by the customers.

Accepted Answer

A)  Inseparability 
B)  Heterogeneity 
C)  Intangibility 
D)  Perishability 
A)  Inseparability 
B)  Heterogeneity 
C)  Intangibility 
D)  Perishability

Question 14

What is the important first step of Stuart's (2006) "great performance" model for service profitability?

Accepted Answer

A)  Use experimentation to move towards excellence. 
B)  Strive continuously for authenticity and integrity. 
C)  Never lose sight of the main stage. 
D)  Communicate extensively with visual cues. 
A)  Use experimentation to move towards excellence. 
B)  Strive continuously for authenticity and integrity. 
C)  Never lose sight of the main stage. 
D)  Communicate extensively with visual cues.

Question 15

Star Alliance is an example of

Accepted Answer

A)  decoupling. 
B)  mergers. 
C)  creative strategic alliance. 
D)  coupling. 
A)  decoupling. 
B)  mergers. 
C)  creative strategic alliance. 
D)  coupling.

Question 16

________ implies that it is essential to get cost and/or differentiation strategies right.

Accepted Answer

A)  Perishability 
B)  Inseparability 
C)  Heterogeneity 
D)  Intangibility 
A)  Perishability 
B)  Inseparability 
C)  Heterogeneity 
D)  Intangibility

Question 17

The inconsistencies brought about by changes in mood states and emotions of employees can provide differences in interactions. The key challenge is "consistency". Hence service companies must

Accepted Answer

A)  standardize as much as possible. 
B)  at the same time allow enough flexibility. 
C)  standardize as much as possible and at the same time allow enough flexibility. 
D)  None of the options given are correct. 
A)  standardize as much as possible. 
B)  at the same time allow enough flexibility. 
C)  standardize as much as possible and at the same time allow enough flexibility. 
D)  None of the options given are correct.

Question 18

Removing certain tasks involving little customer contact from frontline or front office personnel, standardizing them, and moving them into remote back-office locations is called _______

Accepted Answer

A)  coupling. 
B)  BPR. 
C)  cost saving. 
D)  decoupling. 
A)  coupling. 
B)  BPR. 
C)  cost saving. 
D)  decoupling.

Question 19

7/11 has a relationship with Citgo petrol stations to share the cost of floor space. This is an example of

Accepted Answer

A)  asset sharing alliance. 
B)  brand sharing alliance. 
C)  asset sharing alliance and brand sharing alliance. 
D)  None of the options given are correct. 
A)  asset sharing alliance. 
B)  brand sharing alliance. 
C)  asset sharing alliance and brand sharing alliance. 
D)  None of the options given are correct.

Question 20

There are four different competitive approaches to decoupling. Which is not one of them?

Accepted Answer

A)  Cost leaders 
B)  Stripped down service 
C)  Cheap convenience 
D)  Premium service 
A)  Cost leaders 
B)  Stripped down service 
C)  Cheap convenience 
D)  Premium service

What do Parasuraman et al. (1991) mean by assurance when he talks of the different dimensions of service quality?

Which of the following is true about outsourcing?

Even the most intangible services have certain _______ aspects.

Parasuraman et al. (1991) have found that service quality is a multi-faceted construct with five dimensions. Which is not one of them?

Parasuraman et al. (1991) have found that service quality is a multi-faceted construct with ______ dimensions.

Which is not one of the four critical elements of interconnected technologies capabilities represented in Edelman and Singer (2015)?

According to Stuart (2006), the key to providing a great performance is so that the service firm can create _____________ the customer.

There are two main types of strategic alliances for services; they are

Besides Product, Price, Place, and Promotion, what are the remaining three marketing mix "P" elements associated with services?

Coopetition would appear to have the greatest promise for use by which kind of service firm?

Zeithaml et al. (2001) found that a number of successful service firms have actually created customer______

A survey instrument used to assess customer perceptions of service quality is called ______

_______ implies that services cannot be touched and felt. It has to be experienced by the customers.

What is the important first step of Stuart's (2006) "great performance" model for service profitability?

Star Alliance is an example of

________ implies that it is essential to get cost and/or differentiation strategies right.

The inconsistencies brought about by changes in mood states and emotions of employees can provide differences in interactions. The key challenge is "consistency". Hence service companies must

Removing certain tasks involving little customer contact from frontline or front office personnel, standardizing them, and moving them into remote back-office locations is called _______

7/11 has a relationship with Citgo petrol stations to share the cost of floor space. This is an example of

There are four different competitive approaches to decoupling. Which is not one of them?

Strategic Marketing: Analysis, Perspectives, and Blueprint

Environmental and Internal Analysis: Market Information and Intelligence

Strategic Marketing Decisions, Choices, and Mistakes

Segmentation, Targeting, and Positioning Strategies

Branding Strategies

Relational and Sustainability Strategies

Product Innovation and Development Strategies

Pricing and Distribution Strategies

Marketing Communications

Social and Ethical Strategies

Strategy Implementation and Control

Strategy and Metrics

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Exam 8: Service Marketing Strategies

What do Parasuraman et al. (1991) mean by assurance when he talks of the different dimensions of service quality?

Which of the following is true about outsourcing?

Even the most intangible services have certain _______ aspects.

Parasuraman et al. (1991) have found that service quality is a multi-faceted construct with five dimensions. Which is not one of them?

Parasuraman et al. (1991) have found that service quality is a multi-faceted construct with ______ dimensions.

Which is not one of the four critical elements of interconnected technologies capabilities represented in Edelman and Singer (2015)?

According to Stuart (2006), the key to providing a great performance is so that the service firm can create _____________ the customer.

There are two main types of strategic alliances for services; they are

Besides Product, Price, Place, and Promotion, what are the remaining three marketing mix "P" elements associated with services?

Coopetition would appear to have the greatest promise for use by which kind of service firm?

Zeithaml et al. (2001) found that a number of successful service firms have actually created customer______

A survey instrument used to assess customer perceptions of service quality is called ______

_______ implies that services cannot be touched and felt. It has to be experienced by the customers.

What is the important first step of Stuart's (2006) "great performance" model for service profitability?

Star Alliance is an example of

________ implies that it is essential to get cost and/or differentiation strategies right.

The inconsistencies brought about by changes in mood states and emotions of employees can provide differences in interactions. The key challenge is "consistency". Hence service companies must

Removing certain tasks involving little customer contact from frontline or front office personnel, standardizing them, and moving them into remote back-office locations is called _______

7/11 has a relationship with Citgo petrol stations to share the cost of floor space. This is an example of

There are four different competitive approaches to decoupling. Which is not one of them?

Strategic Marketing: Analysis, Perspectives, and Blueprint

Environmental and Internal Analysis: Market Information and Intelligence

Strategic Marketing Decisions, Choices, and Mistakes

Segmentation, Targeting, and Positioning Strategies

Branding Strategies

Relational and Sustainability Strategies

Product Innovation and Development Strategies

Pricing and Distribution Strategies

Marketing Communications

Social and Ethical Strategies

Strategy Implementation and Control

Strategy and Metrics

Filters