Question 1

All service encounters are equally important in building good customer relationships.

Accepted Answer

A) True 
 B)False

Question 2

From the customer's point of view,the most vivid impression of service occurs in the service _____ when the customer interacts with the service firm.

Accepted Answer

A)   Event
B)   Socialization
C)   Encounter
D)   Arrangement
E)   LinkageF) A) and B)
G) B) and D)

Question 3

Attributions influence perceptions of satisfaction with services.

Accepted Answer

A) True 
 B)False

Question 4

The growth of e-tailing has led to the identification of four core dimensions that consumers use to evaluate Web sites at which they experience no questions or problems.They are:

Accepted Answer

A)   Efficiency,fulfillment,system availability,and privacy
B)   Responsiveness,reliability,assurance,and empathy
C)   Context,content,community,and connectivity
D)   Content,reliability,privacy,and download speed
E)   Efficiency,effectiveness,maneuverability,and attractivenessF) B) and E)
G) A) and B)

Question 5

When consumers have problems with a Web site,they use _____ dimensions to evaluate e-service quality.

Accepted Answer

A)   Tangibility,efficiency,and fulfillment
B)   Responsiveness,compensation,and contact
C)   Empathy,efficiency,and expectations
D)   Reliability,privacy,and assurance
E)   Efficiency,fulfillment,reliability,and privacyF) None of the above
G) B) and D)

Question 6

A service encounter that occurs without any direct human contact is a(n) _____ encounter.

Accepted Answer

A)   Remote
B)   Technology-mediated
C)   Detached
D)   Public
E)   ImpersonalF) B) and C)
G) A) and D)

Question 7

Every service encounter is an opportunity to build satisfaction and quality.

Accepted Answer

A) True 
 B)False

Question 8

Research indicates that if an individual has to wait longer than eight seconds for an Internet site to download,then he or she will likely abandon plans to visit the site and move on to another site.In terms of the service quality dimensions that are used to evaluate web sites,a site that took longer than eight seconds to download would be lacking in _________.

Accepted Answer

A)   Assurance
B)   Reliability
C)   Fulfillment
D)   Empathy
E)   EfficiencyF) B) and C)
G) A) and E)

Question 9

Which of the following are determinants of service quality in a face-to-face service encounter?

Accepted Answer

A)   Verbal behavior of employees
B)   Decor of physical environment
C)   Verbal behavior of customers
D)   Appearance of employees
E)   All of the aboveF) B) and E)
G) All of the above

Question 10

Henry,Brad,and Carlos are all studying to be dog groomers at a local Petsmart training academy.Henry and Brad believe they received inadequate training because they could not get a job when the course concluded.Carlos thinks the academy was a great experience and really enjoys grooming the pets at Pet Heaven Kennels.In this example,satisfaction levels were influenced by:

Accepted Answer

A)   Poor service quality
B)   Their perceptions of service quality
C)   Their emotional states
D)   Their attributions for service success
E)   Their perception of equityF) A) and E)
G) B) and D)

Question 11

When customers feel uncertain about their ability to evaluate services with high levels of credence qualities such as banking and insurance,the ________ dimension of service quality is likely to be particularly important.

Accepted Answer

A)   Reliability
B)   Responsiveness
C)   Assurance
D)   Empathy
E)   TangiblesF) B) and E)
G) C) and E)

Question 12

Which of the following statements about service encounters is true?

Accepted Answer

A)   When a customer has multiple service encounters with a firm,the only important encounter in terms of the customer's perception is the first one
B)   If a customer is interacting with a firm for the first time,that initial encounter will create a first impression of the organization
C)   All encounters are equally important in building customer relationships
D)   A customer will remember only negative service encounters and will forget any and all positive ones
E)   All services have on average about the same number of service encountersF) A) and C)
G) B) and D)

Question 13

Customers often cannot accurately evaluate the technical qualities of legal work like that provided when a homeowner refinances his or her property.Which of the following cues would the homeowner be likely to use to evaluate the legal services?

Accepted Answer

A)   Courtesy of the lawyer and staff
B)   Diplomas on wall
C)   How the lawyer dresses
D)   The lawyer's use of humor and empathy
E)   All of the aboveF) B) and E)
G) B) and D)

Question 14

In a __________ encounter,both verbal and non-verbal behaviors are determinants of quality,as are tangible cues such as employee appearance and informational brochures.

Accepted Answer

A)   Face-to-face
B)   Public
C)   Personal
D)   Symbiotic
E)   Customer-controlledF) B) and D)
G) A) and D)

Question 15

A man who became intoxicated on a flight started speaking loudly,annoying the other passengers.The flight attendant asked the passenger if he would be driving when the plane landed and offered him coffee.He accepted the coffee and became quieter and friendlier.This is an example of which type of service encounter incident?

Accepted Answer

A)   Reliability
B)   Adaptability
C)   Spontaneity
D)   Functionality
E)   CopingF) A) and B)
G) A) and C)

Question 16

Phone encounters are a type of ___________ in which tone of voice,employee knowledge,and effectiveness of handling customer issues are important criteria for judging quality.

Accepted Answer

A)   Remote encounter
B)   Technology-mediated encounter
C)   Detached conversation
D)   Public discourse
E)   Collective encounterF) A) and D)
G) All of the above

Question 17

Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters?

Accepted Answer

A)   Recovery
B)   Adaptability
C)   Spontaneity
D)   Credibility
E)   CopingF) D) and E)
G) C) and E)

Question 18

Which of the following is NOT an example of technical outcome quality?

Accepted Answer

A)   The taste of a meal at a restaurant
B)   An airplane arriving on time at an airport
C)   A pest control company eradicating termites in a townhouse
D)   The sales associate greeting a customer in a specialty clothing store
E)   A utility company connecting electricity for a customer's new homeF) All of the above
G) A) and E)

Question 19

Imagine a bereaved family at a funeral home discovering dirty restrooms,a disco ball in the chapel and loud heavy metal music on the sound system.You would be correct in saying:

Accepted Answer

A)   The physical environment quality led the family to think less of the overall service quality
B)   The technical outcome quality of the facility needed fine tuning
C)   The inappropriateness of the service quality was due to poor technical qualities
D)   Interaction qualities led to perceived inequities
E)   The overall service quality is not influenced by tangiblesF) D) and E)
G) B) and D)

Question 20

Gwen's first trip to an amusement park was as a chaperone for a class of first grade students who were allowed to fill up on sugar on the bus trip to the park.By the end of the day,Gwen was very frustrated and very tired.Later when she revisited the amusement park,Gwen could not enjoy the experience because she kept remembering how miserable she had been acting as a chaperone.Gwen's satisfaction with amusement parks was adversely influenced by:

Accepted Answer

A)   Poor service quality
B)   Her perception of service quality
C)   Her emotional state
D)   Her attributions for service success
E)   Her perception of equityF) B) and E)
G) A) and B)

Exam 4: Customer Perceptions of Service

Correct Answer
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Correct Answer
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From the customer's point of view,the most vivid impression of service occurs in the service _____ when the customer interacts with the service firm.

Correct Answer
verified

Imagine a bereaved family at a funeral home discovering dirty restrooms,a disco ball in the chapel and loud heavy metal music on the sound system.You would be correct in saying:

Correct Answer
verified

Phone encounters are a type of ___________ in which tone of voice,employee knowledge,and effectiveness of handling customer issues are important criteria for judging quality.

Correct Answer
verified

A service encounter that occurs without any direct human contact is a(n) _____ encounter.

Correct Answer
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Which of the following are determinants of service quality in a face-to-face service encounter?

Correct Answer
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Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters?

Correct Answer
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Correct Answer
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Attributions influence perceptions of satisfaction with services.

Correct Answer
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Which of the following is NOT an example of technical outcome quality?

Correct Answer
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In a __________ encounter,both verbal and non-verbal behaviors are determinants of quality,as are tangible cues such as employee appearance and informational brochures.

Correct Answer
verified

Which of the following statements about service encounters is true?

Correct Answer
verified

All service encounters are equally important in building good customer relationships.

Correct Answer
verified

Customers often cannot accurately evaluate the technical qualities of legal work like that provided when a homeowner refinances his or her property.Which of the following cues would the homeowner be likely to use to evaluate the legal services?

Correct Answer
verified

When customers feel uncertain about their ability to evaluate services with high levels of credence qualities such as banking and insurance,the ________ dimension of service quality is likely to be particularly important.

Correct Answer
verified

Every service encounter is an opportunity to build satisfaction and quality.

Correct Answer
verified

The growth of e-tailing has led to the identification of four core dimensions that consumers use to evaluate Web sites at which they experience no questions or problems.They are:

Correct Answer
verified

Correct Answer
verified

When consumers have problems with a Web site,they use _____ dimensions to evaluate e-service quality.

Correct Answer
verified

Exam 4: Customer Perceptions of Service

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

From the customer's point of view,the most vivid impression of service occurs in the service _____ when the customer interacts with the service firm.

Correct AnswerverifiedShow Answer

Imagine a bereaved family at a funeral home discovering dirty restrooms,a disco ball in the chapel and loud heavy metal music on the sound system.You would be correct in saying:

Correct AnswerverifiedShow Answer

Phone encounters are a type of ___________ in which tone of voice,employee knowledge,and effectiveness of handling customer issues are important criteria for judging quality.

Correct AnswerverifiedShow Answer

A service encounter that occurs without any direct human contact is a(n) _____ encounter.

Correct AnswerverifiedShow Answer

Which of the following are determinants of service quality in a face-to-face service encounter?

Correct AnswerverifiedShow Answer

Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Attributions influence perceptions of satisfaction with services.

Correct AnswerverifiedShow Answer

Which of the following is NOT an example of technical outcome quality?

Correct AnswerverifiedShow Answer

In a __________ encounter,both verbal and non-verbal behaviors are determinants of quality,as are tangible cues such as employee appearance and informational brochures.

Correct AnswerverifiedShow Answer

Which of the following statements about service encounters is true?

Correct AnswerverifiedShow Answer

All service encounters are equally important in building good customer relationships.

Correct AnswerverifiedShow Answer

Customers often cannot accurately evaluate the technical qualities of legal work like that provided when a homeowner refinances his or her property.Which of the following cues would the homeowner be likely to use to evaluate the legal services?

Correct AnswerverifiedShow Answer

When customers feel uncertain about their ability to evaluate services with high levels of credence qualities such as banking and insurance,the ________ dimension of service quality is likely to be particularly important.

Correct AnswerverifiedShow Answer

Every service encounter is an opportunity to build satisfaction and quality.

Correct AnswerverifiedShow Answer

The growth of e-tailing has led to the identification of four core dimensions that consumers use to evaluate Web sites at which they experience no questions or problems.They are:

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

When consumers have problems with a Web site,they use _____ dimensions to evaluate e-service quality.

Correct AnswerverifiedShow Answer

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