Question 1

Which of the following principles of waiting is stated correctly?

Accepted Answer

A) Group waits are longer than solo waits. 
B) Explained waits are longer than unexplained waits. 
C) Unfair waits are longer than equitable waits. 
D) In-process waits are longer than preprocess waits. 
E) Finite waits are longer than uncertain waits. 
A) Group waits are longer than solo waits. 
B) Explained waits are longer than unexplained waits. 
C) Unfair waits are longer than equitable waits. 
D) In-process waits are longer than preprocess waits. 
E) Finite waits are longer than uncertain waits. C

Question 2

The benchmark against which a consumer will evaluate a service experience is the:

Accepted Answer

A) attribution. 
B) theatrical analogy. 
C) technical core. 
D) approximate script. 
E) expected script. 
A) attribution. 
B) theatrical analogy. 
C) technical core. 
D) approximate script. 
E) expected script. E

Question 3

Describe the way managers from different functions need to change their thinking because of the consumer inseparability model.

Accepted Answer

Marketing managers can apply the marketing toolkit to improve the operational efficiency of the firm by creating expert performers.Operations' managers need to include consumers in their planning.Starting from a more prescriptive point of view,it is important to be able to define an appropriate consumer script,given the nature of the service operations.Human capital management systems need to be constructed to ensure that the service providers know and execute the correct script,which ensures that they are operationally efficient.

Question 4

A patient's participation in the service process at the doctor's office is referred to as _____ performance.

Accepted Answer

A) consumer 
B) marketing 
C) service 
D) operational 
E) ​patient 
A) consumer 
B) marketing 
C) service 
D) operational 
E) ​patient

Question 5

Which of the following is an example of a business with a low-contact system?

Accepted Answer

A) self-service gasoline station 
B) hair salon 
C) self-scanning,self-bagging supermarket 
D) maid service while client is out 
E) seat-yourself restaurant 
A) self-service gasoline station 
B) hair salon 
C) self-scanning,self-bagging supermarket 
D) maid service while client is out 
E) seat-yourself restaurant

Question 6

Strategies developed to minimize thisprinciple of waiting have led to increased profit opportunities for the firm.

Accepted Answer

A) Preprocess waits feel longer than in-process waits. 
B) Unoccupied waits feel longer than occupied waits. 
C) Unfair waits seem longer than equitable waits. 
D) Anxiety makes the wait seem longer. 
E) Uncertain waits feel longer than known,finite waits. 
A) Preprocess waits feel longer than in-process waits. 
B) Unoccupied waits feel longer than occupied waits. 
C) Unfair waits seem longer than equitable waits. 
D) Anxiety makes the wait seem longer. 
E) Uncertain waits feel longer than known,finite waits.

Question 7

Which of the following 15-minute waits likely feels the shortest?

Accepted Answer

A) A man waits in line at the bank. 
B) A group of friends chat while waiting to be allowed into the theater. 
C) A woman waits for the doctor to come into the examining room. 
D) A teen waits for test results. 
E) A driver waits in a traffic jam. 
A) A man waits in line at the bank. 
B) A group of friends chat while waiting to be allowed into the theater. 
C) A woman waits for the doctor to come into the examining room. 
D) A teen waits for test results. 
E) A driver waits in a traffic jam.

Question 8

An individual who has expertise in the choice process of buying is called a(n):

Accepted Answer

A) expert customer. 
B) expert consumer. 
C) novice consumer. 
D) novice customer. 
E) consumer performer. 
A) expert customer. 
B) expert consumer. 
C) novice consumer. 
D) novice customer. 
E) consumer performer.

Question 9

Doctors' offices frequently stage their patients by asking patients to move from the formal waiting area to an examination room.This strategy helps minimize effects of which of the following principles of waiting?

Accepted Answer

A) Preprocess waits feel longer than in-process waits. 
B) Solo waits feel longer than group waits. 
C) Unfair waits seem longer than equitable waits. 
D) Anxiety makes the wait seem longer. 
E) Uncertain waits feel longer than known,finite waits. 
A) Preprocess waits feel longer than in-process waits. 
B) Solo waits feel longer than group waits. 
C) Unfair waits seem longer than equitable waits. 
D) Anxiety makes the wait seem longer. 
E) Uncertain waits feel longer than known,finite waits.

Question 10

All of the following are strategies firms can adopt to increase the proportion of their customers who are expert performers except:

Accepted Answer

A) attract consumers who are more likely to become experts. 
B) accelerate the creation of their own experts 
C) build loyalty to keep the experts they have. 
D) change scripts carefully. 
E) none of these are exceptions. 
A) attract consumers who are more likely to become experts. 
B) accelerate the creation of their own experts 
C) build loyalty to keep the experts they have. 
D) change scripts carefully. 
E) none of these are exceptions.

Question 11

Disney informs guests how long the wait will be along various points of the lines that form for each of its attractions.This strategy helps minimize the effects of which of the following principles of waiting?

Accepted Answer

A) Preprocess waits feel longer than in-process waits. 
B) Unoccupied waits feel longer than occupied waits. 
C) Unfair waits seem longer than equitable waits. 
D) The more valuable the service,the longer the customer will wait. 
E) Uncertain waits feel longer than known,finite waits. 
A) Preprocess waits feel longer than in-process waits. 
B) Unoccupied waits feel longer than occupied waits. 
C) Unfair waits seem longer than equitable waits. 
D) The more valuable the service,the longer the customer will wait. 
E) Uncertain waits feel longer than known,finite waits.

Question 12

Which of the following is true of a high-contact system?

Accepted Answer

A) It allows for the use of more traditional manufacturing "production line" approaches. 
B) It minimizes the dependence on consumer performance. 
C) This approach argues for the buffering of the technical core. 
D) The consumer is an integral part of the process. 
E) There is less dependence on managing the way the consumer behaves. 
A) It allows for the use of more traditional manufacturing "production line" approaches. 
B) It minimizes the dependence on consumer performance. 
C) This approach argues for the buffering of the technical core. 
D) The consumer is an integral part of the process. 
E) There is less dependence on managing the way the consumer behaves.

Question 13

Scripts are extremely useful to individuals,because individuals have a deep-set need for:

Accepted Answer

A) performance. 
B) control and predictability. 
C) attribution. 
D) satisfaction. 
E) self service. 
A) performance. 
B) control and predictability. 
C) attribution. 
D) satisfaction. 
E) self service.

Question 14

Fast-food restaurants such as Wendy's,Burger King,and Taco Bell employ a single-line strategy.In comparison,McDonald's employs a multiple line strategy.The single-line strategy helps minimize the effects of which of the following principles of waiting?

Accepted Answer

A) Preprocess waits feel longer than in-process waits. 
B) Unoccupied waits feel longer than occupied waits. 
C) Unfair waits seem longer than equitable waits. 
D) Solo waits feel longer than group waits. 
E) The more valuable the service,the longer the customer will wait. 
A) Preprocess waits feel longer than in-process waits. 
B) Unoccupied waits feel longer than occupied waits. 
C) Unfair waits seem longer than equitable waits. 
D) Solo waits feel longer than group waits. 
E) The more valuable the service,the longer the customer will wait.

Question 15

A useful metaphor for the service encounter is that of a(n):

Accepted Answer

A) theatrical drama. 
B) medical practice. 
C) college admission. 
D) amusement park. 
E) fencing duel. 
A) theatrical drama. 
B) medical practice. 
C) college admission. 
D) amusement park. 
E) fencing duel.

Question 16

All of the following are key tasks in managing consumer performance except:

Accepted Answer

A) audit your consumer performance expertise. 
B) increase the share of expert consumers. 
C) create systems to cope with novices and experts. 
D) manage script changes carefully. 
E) deviate from the script whenever necessary. 
A) audit your consumer performance expertise. 
B) increase the share of expert consumers. 
C) create systems to cope with novices and experts. 
D) manage script changes carefully. 
E) deviate from the script whenever necessary.

Question 17

The management of a diverse group of customers with different needs within the same service setting is called:

Accepted Answer

A) consumer socialization. 
B) compatibility management. 
C) market-focused management. 
D) industrial management. 
E) service inclusion. 
A) consumer socialization. 
B) compatibility management. 
C) market-focused management. 
D) industrial management. 
E) service inclusion.

Question 18

From a(n) ____ perspective,consumers have been viewed as partial employees and socialized in similar ways.

Accepted Answer

A) operations management 
B) manufacturing 
C) marketing 
D) research and development 
E) finance 
A) operations management 
B) manufacturing 
C) marketing 
D) research and development 
E) finance

Question 19

Which of the following statements related to attribution is NOT true?

Accepted Answer

A) There is a proven tendency for people to claim more responsibility for success in situations where theoutcome is produced with others. 
B) There is a proven tendency for people to claim less responsibility for failure in situations where theoutcome is produced with others. 
C) With self-service technology,there is a tendency to blame the technology when things go wrong. 
D) With self-service technology,there is a tendency for consumers to credit the technology when theexperience is satisfying. 
E) A "self-serving bias" has been shown to be applicable to situations of co-production of service. 
A) There is a proven tendency for people to claim more responsibility for success in situations where theoutcome is produced with others. 
B) There is a proven tendency for people to claim less responsibility for failure in situations where theoutcome is produced with others. 
C) With self-service technology,there is a tendency to blame the technology when things go wrong. 
D) With self-service technology,there is a tendency for consumers to credit the technology when theexperience is satisfying. 
E) A "self-serving bias" has been shown to be applicable to situations of co-production of service.

Question 20

Which of the following statements is NOT correct?

Accepted Answer

A) Preprocess waits feel longer than in-process waits. 
B) Occupied waits feels longer than unoccupied waits. 
C) Unfair waits seem longer than equitable waits. 
D) Anxiety makes the wait seem longer. 
E) Uncertain waits feel longer than known,finite waits. 
A) Preprocess waits feel longer than in-process waits. 
B) Occupied waits feels longer than unoccupied waits. 
C) Unfair waits seem longer than equitable waits. 
D) Anxiety makes the wait seem longer. 
E) Uncertain waits feel longer than known,finite waits.

Which of the following principles of waiting is stated correctly?

The benchmark against which a consumer will evaluate a service experience is the:

Describe the way managers from different functions need to change their thinking because of the consumer inseparability model.

A patient's participation in the service process at the doctor's office is referred to as _____ performance.

Which of the following is an example of a business with a low-contact system?

Strategies developed to minimize thisprinciple of waiting have led to increased profit opportunities for the firm.

Which of the following 15-minute waits likely feels the shortest?

An individual who has expertise in the choice process of buying is called a(n):

Doctors' offices frequently stage their patients by asking patients to move from the formal waiting area to an examination room.This strategy helps minimize effects of which of the following principles of waiting?

All of the following are strategies firms can adopt to increase the proportion of their customers who are expert performers except:

Disney informs guests how long the wait will be along various points of the lines that form for each of its attractions.This strategy helps minimize the effects of which of the following principles of waiting?

Which of the following is true of a high-contact system?

Scripts are extremely useful to individuals,because individuals have a deep-set need for:

Fast-food restaurants such as Wendy's,Burger King,and Taco Bell employ a single-line strategy.In comparison,McDonald's employs a multiple line strategy.The single-line strategy helps minimize the effects of which of the following principles of waiting?

A useful metaphor for the service encounter is that of a(n):

All of the following are key tasks in managing consumer performance except:

The management of a diverse group of customers with different needs within the same service setting is called:

From a(n) ____ perspective,consumers have been viewed as partial employees and socialized in similar ways.

Which of the following statements related to attribution is NOT true?

Which of the following statements is NOT correct?

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

Exam 10: People As Strategy: Managing Service Customers

Which of the following principles of waiting is stated correctly?

The benchmark against which a consumer will evaluate a service experience is the:

Describe the way managers from different functions need to change their thinking because of the consumer inseparability model.

A patient's participation in the service process at the doctor's office is referred to as _____ performance.

Which of the following is an example of a business with a low-contact system?

Strategies developed to minimize thisprinciple of waiting have led to increased profit opportunities for the firm.

Which of the following 15-minute waits likely feels the shortest?

An individual who has expertise in the choice process of buying is called a(n):

Doctors' offices frequently stage their patients by asking patients to move from the formal waiting area to an examination room.This strategy helps minimize effects of which of the following principles of waiting?

All of the following are strategies firms can adopt to increase the proportion of their customers who are expert performers except:

Disney informs guests how long the wait will be along various points of the lines that form for each of its attractions.This strategy helps minimize the effects of which of the following principles of waiting?

Which of the following is true of a high-contact system?

Scripts are extremely useful to individuals,because individuals have a deep-set need for:

Fast-food restaurants such as Wendy's,Burger King,and Taco Bell employ a single-line strategy.In comparison,McDonald's employs a multiple line strategy.The single-line strategy helps minimize the effects of which of the following principles of waiting?

A useful metaphor for the service encounter is that of a(n):

All of the following are key tasks in managing consumer performance except:

The management of a diverse group of customers with different needs within the same service setting is called:

From a(n) ____ perspective,consumers have been viewed as partial employees and socialized in similar ways.

Which of the following statements related to attribution is NOT true?

Which of the following statements is NOT correct?

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters