Service management

Select the right characteristic: A physician is

not expected to give financial advice.

• Client and provider roles are well defined

• A temporary status differential may occur

• Task-related information exchange dominates

• Service encounters are limited in scope

Select the right characterictic: A lawyer considered by many to hold a

high social status, may work for clients of either higher or

lower social status.

• Service encounters are limited in scope

• Prior acquaintance is not required

• Service providers are not altruistic

• A temporary status differential may occur

Select the right characterictic: Service

encounters can not be described as interactions between two

individuals which may occur for a variety of reasons

including accidental, emotional, or political.

• A temporary status differential may occur

• Client and provider roles are well defined

• Task-related information exchange dominates

• Service encounters are purposeful

The mismatch between customer`s perceprions and actions of sevice providers relates to the service characteristic that is called

• Variability

• Perishability

• Lack of ownership

• Inseperability

A theatrical production, a concert, a cruise ship vacation are services produced for and experienced by a group of people relates to the service characteristic that is called

• Perishability

• Variability

• Inseparability

• Intangibility

A society in which the economic emphasis is on providing services and information is called

• Pre-industrial society

• Industrial society

• Post-industrial society

Working with muscle power and tradition, the labor force is engaged in agriculture, mining, and fishing. This descrpiprion relates to

• Industrial society

• Pre-industrial society

• Post-industrial society

• None above

Intangible product involving a deed, performance, or effort that cannot be physically possessed

• Service

• Intangibility difference

• 
  Credence qualities

(1) intangibility (2) inserparability of production and consumption (3) Perishability (4) herterogene​ity (5) client-based relationships (6) customer contact

• Search quality example

• Service

• inseparability of production and consumption

• 
  Credence qualities example

Services are produced and consumed at the same time
Example: haircut; you have to be there to get a haircut

• Intangibility difference

• Perishability

• 
  perishability service example

• inseparability of production and consumption