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Multiple Choice Quiz
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1
By participating in the service delivery process, customers create _____ for themselves.
A)value
B)needs
C)economic order
D)loyalty
E)economies of scale
2
When Roberta gets her hair cut, she carefully explains to the hair stylist how she expects it to look once the haircut is finished. Roberta is playing the role of a:
A)customer mix manager
B)competitor
C)productive resource
D)contributor to quality and satisfaction
E)recruiter
3
Customers are viewed as _____when they produce a service for themselves.
A)customer mix managers
B)competitors
C)productive resources
D)contributors to quality and satisfaction
E)recruiters
4
Which of the following is NOT a strategy for enhancing customer participation in the service process?
A)recruit customers
B)position customers
C)manage the customer mix
D)define customers' roles
E)educate customers
5
On site, customers require two kinds of orientation. They are place orientation and:
A)time orientation
B)function orientation
C)social orientation
D)cultural orientation
E)promotable orientation
6
The process of managing multiple customer segments is called _____ management.
A)relationship
B)compatibility
C)demand mix
D)position
E)targeted
7
A service station that offers customers lower gasoline prices at a self-service pump compared to the prices at a full-service pump is:
A)rewarding customers
B)positioning customers
C)managing the customer mix
D)defining customers' jobs
E)educating customers
8
The Detroit Tigers, a professional baseball team, prohibits the sale and consumption of alcohol in the "Family Section" of Tiger Stadium. The Detroit Tigers are:
A)rewarding customers
B)positioning customers
C)managing the customer mix
D)defining customers' jobs
E)educating customers





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