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Multiple Choice Quiz
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1
In a technology-assisted service encounter only the customer has access to the technology.
A)True
B)False
2
The 'moment of truth' refers to the moment when the customer pays for the service.
A)True
B)False
3
The amount of control exerted by each member of the service triad is a function of the nature of the service provided.
A)True
B)False
4
Corporate culture influences the actions and perceptions of both employees and customers.
A)True
B)False
5
There is often a wide discrepancy between the quality that a customer perceives and the quality that an employee believes is provided.
A)True
B)False
6
An underlying belief behind employee empowerment is that people want to do good work, and will do so if given the opportunity.
A)True
B)False
7
Getting a manicure is primarily a _________ dominated encounter.
A)service organization
B)contact-personnel
C)customer
D)A and B
8
When screening front line employees, the purpose of the situational vignette is to determine
A)an applicant's instincts, interpersonal capabilities, common sense and judgment.
B)an applicant's ability to use good judgment in resolving a challenge using past experience.
C)how well an applicant handles stress.
D)whether or not the applicant is being honest.
9
Which of the following is not an unrealistic customer expectation?
A)Demands against policies
B)Breaking societal norms
C)Being acknowledged
D)Drunkenness
10
The idea behind the service profit chain is that
A)higher profitability leads to more productive employees, which lead to higher service quality.
B)higher service quality leads to happier employees, which lead to higher profitability.
C)satisfied customers lead to happy employees, which lead to higher service quality.
D)happy employees lead to higher service value, which leads to satisfied customers, which lead to higher profitability.
11
The ________ customer is often the least loyal.
A)economizing
B)ethical
C)personalizing
D)convenience
12
In the technology-_______ service encounter both the customer and service provider have access to the same technology.
A)free
B)assisted
C)facilitated
D)mediated





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