Exam 12: Managing Services

Cracker Barrel is a leader in the market of family restaurants located alongside major highways.Its marketing mix includes a down-home atmosphere,a shop through which customers pass on the way to and from the restaurant,a menu of American home cooking,and a friendly staff.Which aspect of the product component of the marketing mix will be particularly helpful to travelers looking for a place to eat lunch?

All of the following are examples of technological convergence,except

NIKEiD.com is an example of a service that allows for:

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage unlike a pair of shoes cannot be felt before she buys it.Which characteristic of services is she concerned about?

The inventory costs of services include:

Research has shown that customers who experience a service failure will __________ their satisfaction if the service provider makes a sincere recovery effort.

As a new patient at a local dentist,you arrive early for your appointment.You enter the lobby that seems to be dated from the 1960s! You head to the washroom and notice that it is not clean and the faucets are leaking.This dentist office needs to improve it's:

Which of the following statements about services is true?

The next time you travel to a foreign country,you may need to submit for a unique retinal (eye)scan to have your "virtual passport" read by a cloud-based service,to allow you access to the country.This future technology is an example of a(n):

Describe an effective off-peak tourism campaign used to maximize capacity and revenue for an all-inclusive resort in the Caribbean.

The emergency room staff in Toronto's largest hospital is surprised and pleased when a four-day Canada Day weekend brings fewer accident victims in for treatment.They know from experience that such public holidays have high rates of accidents.For the hospital business office,the lower demand for the emergency room services means:

Which of the following is NOT a point in the customer contact audit for the Arizona Grill,serving Southwestern food?

Consumers are no longer content with affordable,high-quality purchases; they want offerings that reflect their self-image-who they are or who they aspire to be.The growth of produced,sometimes contrived experiences,however,has led consumers to search for _________ offerings.

At the end of every stay,Hotel de Glace sends their guests a digital survey asking them to rank several items that they experienced.Which tool is Hotel de Glace using?

GE sends its salespeople to an intensive two-week long training program before sending them out to the field.Further,every time a new product is launched they go on a two-day "product knowledge" retreat.This is an example of:

Describe how the five dimensions of service quality can be implemented for a Canadian airline?

All of the following are correct statements about how firms are using social media to better serve customers,except:

The elements that make services unique are the four Is.The four Is are:

Changes in the services industry in the future will primarily be driven by each of the following factors EXCEPT:

All of the following are key elements of future services,except: