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WorksheetsMKT202 - Quiz 1
Total questions: 20
Worksheet time: 10mins
Service blueprints ____________, and how these are supported by backstage activities and systems.
enhance servicescape features such as furniture and lighting
complicate employee handling of special requests
clarify the interactions between customers and employees
enhance customer technical know-how e. diminish customer complaining capacity
The first step in developing a service blueprint is ____________.
to reach a consensus on which activities are more important than others
to identify all the key activities involved in creating and delivering the service
to identify the key employees who will be enacting the service blueprint
to identify the key customers who will be participating in the service
Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?
Enhanced productivity.
Increased profitability.
Increased customer satisfaction.
Reduced number of service failures.
Quoc Anh plans to propose to his girlfriend at a mid-range restaurant in Hoa Lac, where they first met. As a romantic man, Quoc Anh wants the proposal space to be sparkling by candlelight, filled with Mozart music and the scent of roses, which is his girlfriend's passion. Which type of the following service elements will meet Quoc Anh's needs?
Consultation element of supplementary service
Exception element of supplementary service
None of the above
Both of the above
What is the terminology to describe the total environment in which a service is produced and delivered?
Physical environment
Ambiance
Decor
Servicescape
Which of the following statements is false?
Services cannot be touched or seen in the same manner as goods.
Consumer judgments about services tend to be more subjective than objective.
Services are first produced, then sold, then consumed.
Services tend to vary from one transaction to the next.
Of all the following, the service organization that may possess high credence attributes the most is _____________.
Gymnastics
Advertising agency
Traditional theater
Lasik eye operation hospital
Which of the following statements pertaining to variability is false?
Standardization and quality control are difficult to achieve.
Customers always prefer customized services over standardized services.
It is easier to customize services than goods.
It is almost impossible for a service operation to achieve good quality on an ongoing basis.
Which of the following is NOT one of the steps in managing customers as partial employees?
Maintain a list of prospective customer “resumes.”
Conduct a “job analysis” of customers’ present roles in the business.
Proper education and training to ensure that customers are aware of how they are expected to perform.
Motivate customers by ensuring that they will be rewarded for performing well.
Which of the following statement is FALSE regarding the concept of revenue management in service industry?
The least price-insensitive segment is the first to be provided capacity
Success in revenue management is generally defined as maximizing the revenue per available capacity for a given space and time unit
In revenue management, rate fences are designed to allow customers to self-segment on the basis of service characteristics.
None of the above
Customers being turned away or having to wait is an implication of which aspect of services?
People may be a part of the service experience.
Intangible elements usually dominate value creation.
Services are often difficult to visualize and understand.
Most services cannot be inventoried.
A movie theater seat is an example of __
renting durable goods
closely engaging customers in the service process
renting portions of a larger physical entity
the centrality of time to services
Accounting is an example of a/an________service
people-processing
information processing
mental stimulus processing
possession-processing
Advertising is an example of a/an _____________ service
people-processing
information processing
mental stimulus processing
possession-processing
The type of perceived risk that involves unsatisfactory performance outcomes is called ____________
Functional risk
Physical risk
Sensory risk
Temporal risk
Which of the following is NOT a type of perceived risk in purchasing and using services?
Functional
Temporary
Social
Financial
The Service Delivery System does not include:
Inanimate environment
Contact personnel
Technical core
Other customers
An example of a service high in credence attribute is _____________.
Extreme sports
Restaurant meals
Spa
Computer repair
Give an example of a restaurant’s credence attribute:
Price
Kitchen hygiene
Location
Taste of foods
In airline industry, customers are often classified into groups called First, Business, Economy. Which type of service tiering was used?
Positions
Rankings
Classes
Loyalty
