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Exam 12: Managing Services

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Question 61

Multiple Choice

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

A) a pure good
B) a pure service
C) a service
D) a good-service mix

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

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Question 62

Multiple Choice

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WestJet states that 98 percent of flights leave on time.This is an example of:

A) assurance
B) tangibles
C) reliability
D) responsiveness

E) All of the above
F) B) and C)

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Question 63

Multiple Choice

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A homeowner consulted a lawyer to see if he could prevent construction of a high-rise apartment building in his neighbourhood.On the advice of the lawyer,he filed a suit to stop construction.Even though the homeowner did exactly as the lawyer instructed him,he still lost the suit.In spite of the loss,he had to believe the lawyer did the best job he could because he did not know the legal system well enough to think otherwise.This case shows how a service can exhibit _____ properties.

Inseparability in services means:

What does it mean when we say services are intangible,and how do marketers of services overcome the problems associated with intangibility?

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.The personnel of the non-profit organization are caring people who love animals and try to do what they can to meet the needs of each cat they care for.The caring nature of the personnel relates to which service quality dimension?

Andrea Arena is the owner of 2 Places at 1 Time,a concierge company.She and her staff of 60 perform everyday services such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office for people who are too busy to perform these simple acts themselves.This is a strong service brand name because it suggests:

Hotel de Glace needs to work diligently,around the clock,to ensure that their hotel is not melting or dirty.If not,they could have issues with:

Some firms,such as financial services,insurance,and consulting offer services to hundreds of different individuals and often sell themselves on the benefits of using their services.The concept of their services which are ______________,however,can often be delivered _____________ from client to client depending on different staff capabilities.

What is a customer contact audit? Outline the contact audit for a typical visit to your dentist.

Hotel de Glace works with several partners,such as Four Points by Sheraton Quebec,and offers several 'theme' rooms for guests to ensure that guest's _____________ is maximized.

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?

Vacations and haircuts are two examples that are near the ____________ of the goods-service continuum and are high in _______________ properties

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

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.

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

Which of the services below would be an example of a 'core service' for a financial institution?

West Edmonton Mall is one of the world's largest malls.Businesses that operate in the mall range from rollercoasters to barbershops.West Edmonton Mall likely has a wide:

Andrea Arena is the owner of 2 Places at 1 Time,a concierge company.She and her staff of 60 perform everyday services such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office for people who are too busy to perform these simple acts themselves.She is often hired by major corporations to perform services for their harried executives.Her customers have to evaluate the services provided by 2 Places at 1 Time using _____ properties.

Arnett is looking for a new web portal to use to access information that interests him on the Internet.The one he currently uses is too cluttered with ads and has several links that do not work.While the site itself works fine,he is unhappy with its appearance and the fact that the company managing the site has done nothing to upgrade it.In terms of the service quality dimensions,Arnett is most unhappy with which dimension of this service?