Services marketing - Quiz - Chapter 2 - Part 1 - 2024

Blueprinting specifies in detail how a service process should be constructed

• True

• False

Service process redesign can help to...

• increase number of services failure

• reduce marketing costs

• eliminate nonvalue-adding steps

• target customers

When a company hires workers as cheaply as possible, it is a case of...

• Cycle of success

• Cycle of mediocrity

• Cycle of failure

Which is not a service process component ?

• Physical evidence

• Political environment

• Support system

• Customer action

Distract customers while they are waiting is a good solution to shorten their perceptions of waiting

• True

• False

Physical environment influences only employee's behaviors

• True

• False

The use of warm colors is better than cold colors in a service environment

• True

• False

IKEA is an example of a self-service environment

• True

• False

When employees can't take initiatives, it is a case of...

• Cycle of success

• Cycle of mediocrity

• Cycle of failure

Which characteristic of service could explain the most the necessity to redesign service process

• Intangibility

• Inseparability

• Heterogeneity

• Perishability