WorksheetsCustomer Behavior in a Services Context
Total questions: 10
Worksheet time: 4mins
Question : Which of the following is NOT a type of perceived risk according to the passage?
Functional risk
Sensory risk
Nutritional risk
Psychological risk
Question: How are service providers similar to actors in a play? (Mutiple anwser)
They directly interact with the "audience" (customers) and influence their experience.
They rely on a script to guide their performance (service delivery).
They have minimal control over the overall production (service delivery)
Their primary role is to memorize lines and deliver them flawlessly.
Question: Which option is the true about of Zone of Tolerance?
Acceptable range of variations in service delivery
The range of service within which customers don't pay explicit attention to service
Both A and B
Question: Which of the following services has the highest risk associated?
Medical diagnosis
Hotel service
Make-up service
Laptop
Question: According to the Expectancy - Disconfirmation Model of Satisfaction, if the perceived performance is better than performance expectations, the resulting judgment will be labeled:
Positive confirmation
Positive disconfirmation
Simple confirmation
Negative disconfirmation
Question: In which case, will customer expectations work well when compared with the perceived service?
Hire financial advisor at the first time
Make a purchase on an online retail
Make a complex surgery
Choose a motorcycle repair shop
Question: Impulsive buying (buying something without thinking about it first) is often not triggered by:
Unconscious minds
Physical conditions
External source
All above
Question: the difference between high-contact and low-contact services?
High contact services involve significant interaction with the customers and the service personnel, while low-contact services involve minimal interaction
The level of contact in a service has no bearing on the quality of the service provided
High-contact services are always more expensive than low-contact services
Both A&B are correct
Question: In the context of the theater metaphor for service delivery, which of the following statements best describes the role of the "backstage" area?
It serves as the primary stage for customer interactions and service delivery.
It houses the audience members who are waiting to experience the service.
It provides a hidden space for employees to prepare and support the service delivery process.
It functions as a storage area for props and equipment used during service interactions.
Question: Which of the following is an example of a social risk associated with purchasing a new car?
The car might not be fuel-efficient enough.
The car might be too expensive to maintain.
The car might not be comfortable to drive.
People might think you are materialistic or show-off.
