Which of the following is NOT an objective for service pricing?

__________ recognizes that resource expenses are linked to the variety and complexity of goods and services produced and not just on physical volume.

__________ is defined as the sum of all the perceived benefits minus the sum of all the perceived costs of service.

Variable costs include all but which of the following?

Filling in an account opening form that requires lot of detailed information is a form of __________.

Revenue management is the most effective when applied to firms characterized by all the following conditions EXCEPT ____________.

Price elasticity is computed as __________.

Which of the following is NOT an example of a non-physical fence?

Revenue management practices that help build customers’ fairness perceptions include __________.

The pricing tripod consists of costs, competition and volume.

Customers will often pay more for services than they think they are worth.

In credence services, the customers do not have the skills or knowledge to assess value.

To make a profit, a firm must set its price low enough to attract customers.

Customers often incur significant financial costs in searching for, purchasing, and using a service, above and beyond the purchase price paid to the supplier.

Break-even analysis allows managers to know the sales volume at which service will become profitable.

Psychological costs relate to unpleasant sensations affecting any of the five senses.

Firms do not need to consider post-purchase costs, as they occur after the firm has already secured a purchase.

Firms that are always reacting to competitors’ price changes run the risk of pricing higher than might really be necessary.

Revenue management involves setting prices according to predicted demand levels among different market segments.

EasyJet needs the following to justify its low prices and to break even:

The amount of seats reserved for each class of American Airlines passengers on a flight is referred to as a __________.

Which of the following is the best example of a service industry that utilizes price complexity?

Which of the following is the best example of a service firm that attracts customers with low base prices and then piles on additional fees.

What different forms of payment methods are can customer use other than cash?

Airlines, hotels, and car rental firms are not very good at varying prices in response to the price sensitivity and needs of different market segments.

Yield management computers can determine who is likely to not show up or take other flights.

Amazon.com is a good example of a firm that aggravated its customers with dynamic pricing.

Tickets.com is a good example of a firm that successfully generated more revenue by implementing dynamic pricing.

Freight companies often use a combination of distance and weight or shape of parcel as a basis to price their services.

An effective communication strategy does NOT consider which of the following?

Which of the following is not a communication objective?

In order to manage service encounter, services communication tries to ____________.

Which of the following is not a role played by service marketing communications?

Problems of intangibility include which of the following?

Direct marketing is a form of ____________.

Which of the following does NOT represent sales promotion considerations?

A sticky site is

Service delivery channels include ____________.

Corporate design includes ____________.

Communication objectives are "what" decisions while "where" and "how" are tactical decisions.

One of the challenges in service communication is problem of intangibility.

The AIDA model moves from cognitive to affective to behavioural responses.

Non-personal mass media tend to be effective in creating awareness and positioning the service.

Communication in the servicescape can be used to manage consumer behavior during service encounter.

Subjective claims in service marketing can be presented through a testimonial.

Corporate communication is essential to ensure that a consistent style and message is communicated through all the channels.

Corporate design ties together and reinforces all communications to deliver strong brand identity.

The timing of communication is typically managed with the help of a media plan.

Blogs and other online media can be seen as lying in between WOM and online media.

__________ uses the metaphor of a strong commitment to appeal to their customers.

Fedex’s Panda One is built on ____________.

SAS International Hotels devised which of the following sales promotions targeted at older consumers?

__________ refers to a group of technologies for distributing audio or video programs over the Internet using a publisher/subscriber method.

__________ technology facilitates the rise of user-generated content.

EBay Social Shopping uses product recommendations from blogs to help people make decisions about Christmas presents.

Communication can be used to manage customers only at the pre-stage.

Advertising serves to build awareness, inform, persuade, and remind.

DHL gained significant favorable publicity when it safely transported two giant pandas from Chengdu, China to the National Zoo in Washington, D.C.

EasyJet built a very successful model based on banner advertising.

Blueprinting is a more complex form of ____________.

The first step in developing a service blueprint is ____________.

Service blueprints ____________, and how these are supported by backstage activities and systems.

The line of __________ divides front-stage activities from backstage activities.

Which of the following is NOT a key component of a service blueprint?

Server _________ ensure that service staffs do things correctly, as requested, in the right order, and at the right speed.

Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?

Service process redesign can be categorized into all EXCEPT which of the following types?

Redesign efforts should ideally achieve all of the following but ONE.

Which of the following is NOT an advantage of self-service technologies?

A blueprint specifies in some detail how a service process should be constructed.

A key characteristic of service blueprinting is that it makes little or no distinction between what customers experience front-stage and the activities of employees and support processes backstage.

A drawback of service blueprints is that they cannot give managers the opportunity to identify potential fail points in the process where there is a significant risk of things going wrong and diminishing service quality.

Blueprints can pinpoint the stages in the process where customers commonly have to wait.

Part of the challenge of implementing poka-yokes in service contexts is the need to address not only server errors, but also customer errors.

Service staff poka-yokes usually focus on preparing the customer for the encounter, understanding and anticipating their role in the service transaction, and selecting the correct service or transaction.

Service process redesign encompasses reconstitution, rearrangement, or substitution of service processes.

Customer participation refers to the actions and resources supplied by customers during the service production and/or delivery process, including all but emotional inputs.

A key problem with self-service technologies is that so few of them incorporate service recovery systems.

Self-service technologies are only better than the interpersonal alternative if they save time, provide ease of access, cost savings, or some other benefits.

How many acts does a meal at Chez Jean consist of?

Banks ensure eye contact by requiring tellers to record ________ on a checklist at the start of a transaction.

Examples of preparing customers for service encounters include all of the following EXCEPT ________.

Marriage counseling is a service that requires a ________ level of participation from customers.

The internet kiosk with a touchscreen in Vienna, Austria is getting popular for the following reasons EXCEPT ________.

Restaurants are often quite theatrical in their use of physical evidence (such as furnishing, décor, uniforms, lighting, and table settings).

Risk of excessive wait points in a restaurant service blueprint provided in the chapter occur mainly in the backstage processes.

Failure points in the restaurant service blueprint provided in the chapter only occur in the backstage processes.

Poka-yokes originated from Total Quality Management methods in manufacturing.

A good example of a service poka-yoke is a surgeon whose surgical instrument trays have indentations for each instrument.

Which of the following is NOT one of the conditions that fixed-capacity firms may face?

Which of the following is NOT one of the productive capacity forms in a service context?

Which of the following is the correct action for a firm to take that wants to reduce demand and has insufficient capacity?

Which of the following is NOT one of the ways to change the overall level of capacity to match demand variations?

All of the following are questions to ask about demand patterns and their underlying causes EXCEPT ________.

Which of the following is NOT one of the five basic approaches to managing demand?

Marketing strategies can be used to shape demand in all ways EXCEPT ________.

All of the following are ways to make waits more bearable EXCEPT ________.

Which of the following is NOT one of the alternative queuing configurations discussed?

Which of the following is NOT one of the benefits of having a reservations system?