Service Mngt

1. Which of the following businesses would be characterized as a pure service?

 

• insurance

• farming

• engineering

• there is no such thing as a pure service

• mining

1. Which of the following sets of terms best describes a service?

• objects, devices, and performances

• effort, objects, and deeds

• things, devices, and performances

• objects, devices, and things

• deeds, effort, and performances

1. Which of the following fields would be least likely to be described as intangible-dominant?

• manufacturing

• education

• insurance

• banking

• engineering

1. Which of the following products is an example of intangible dominant?

• math tutoring

• nasi lemak

• KFC

• shoes

1. According to the Servuction Model, factors that influence the customer's service experience include all of the following except:

• price

• contact personnel/service providers

• other customers

• servicescape

• organization and systems

1. Which of the following components of the Servuction Model is invisible to consumers?

• service providers

• organization and systems

• other customers

• contact personnel

A customer who notices dirty plates and a dirty floor in his/her favorite restaurant has been influenced by which of the following components of the Servuction Model?

• servicescape

• organization and systems

• other customers

• service providers

Servicescape consists of which of the following features

• personal artifacts

• signs

• ambient conditions

• all of these

8. The component of the Servuction Model over which most service firms have the least control is:

• servicescape

• organization and systems

• other customers

• contact personnel

8. A customer attempted to pay his bill with his credit card; however, the service firm did not accept credit card.  Which of the following components of the Servuction Model influenced the customer's experience?

• servicescape

• organization and systems

• contact personnel

• service providers