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Exam 12: Managing Services

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Question 21

Multiple Choice

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Fred White has just accepted a sales position with the ABC Health Maintenance Organization, a major provider of health care services. He had been selling medical supplies for some time and found that he understood how customers bought medical supplies. Which of the following is likely to be a characteristic of the health care service purchase?

A) The buyer does not participate in producing the service.
B) The quality of services can be predetermined in a similar manner to tangible products.
C) Customers are engaged in a low involvement purchase process.
D) A consumer may not have the ability to judge the quality of medical care service even after the service has been provided.

E) A) and B)
F) A) and C)

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Question 22

Multiple Choice

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Characteristics of tangible goods, such as colour, size, and style are considered__________ properties.

A) form
B) experience
C) credence
D) search

E) A) and B)
F) C) and D)

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Question 23

Multiple Choice

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Consumers are no longer content with affordable, high-quality purchases; they want offerings that reflect their self-image-who they are or who they aspire to be. The growth of produced, sometimes contrived experiences, however, has led consumers to search for__________ offerings.

The time as well as the mental and physical efforts required to consume the service are examples of:

Many services, such as banking and insurance, can now be delivered electronically, often requiring no face-to-face customer interaction, as with, for example, Bank of Montreal's web-based banking service. With particular respect to the amount of interaction between the consumer and the service deliverer, which unique characteristic of services is illustrated in this example?

At season opening and midweek games, the LA Galaxy lower prices. This is an example of:

Inseparability in services means:

What is SERVQUAL? How and why is it used?

Considering the concept of a service continuum, how would one characterize receiving a semester of lectures on marketing?

Edinberry's, a restaurant located in south Texas, offers a variety of foods and entertainment opportunities to its customers. The restaurant is famous for fine steaks, spicy chili, exceptional barbecue and outstanding customer service. In order to Maintain the restaurant's reputation for putting the needs of the customer first, the Marketing manager at Edinberry's has developed marketing activities that are directed at the waiters and waitresses. These marketing activities are an example of ________ And are designed to help the restaurant employees to develop a market-orientation.

Many restaurants now ask consumers to evaluate their experience on a short questionnaire when they pay their bill. This assessment of consumer expectations and the actual experience is called a ___________.

List and define the five dimensions of service quality described in the text.

Experts suggest that " ___________ will be the currency of the future."

The Toronto Maple Leafs hockey team may look like potential Stanley Cup winners on a particular day but lose by ten goals the next day. This illustrates the__________nature of services. Nature

Considering the concept of a service continuum, how would one characterize a tailored suit?

Sarah has a backache due to overexertion. She believes a massage would loosen her back muscles and make her feel better. She is concerned because a massage, unlike a pair of shoes, cannot be felt before she buys it. Sarah wishes that the massage had __________properties.

Jane West is just graduating with an MBA and is being recruited by a financial securities brokerage as a sales representative. She has had 10 years of sales experience in selling industrial supplies to the steel industry. She was quite successful in her Previous experience, but is worried that selling financial instruments may be more difficult. What factor could be the major reason for her worry?

Sterile Feral, Inc., is a non-profit organization that catches wild or stray cats, neuters them, vaccinates them, and releases them back into the wild. Veterinarians are particularly impressed with how dependably the organization is able to perform its promised service. With which service quality dimension are veterinarians most Impressed?

As a new patient at a local dentist, you arrive early for your appointment. You enter the lobby that seems to be dated from the 1960s! You head to the washroom and notice that it is not clean and the faucets are leaking. This dentist office needs to improve it's:

Many service businesses use off-peak pricing, which consists of charging different prices during different times of the day or days of the week to reflect: