Site MapHelpFeedbackMultiple Choice Quiz
Multiple Choice Quiz
(See related pages)

1
A major cause of _____ is the difference between what a firm promises about a service and what it actually delivers.
A)customer empowerment
B)poorly perceived service
C)service downsizing
D)service autonomy
E)originator ambiguity
2
Inadequate customer communication occurs when:
A)the services have synchronized supply and demand
B)customers are experienced users of the service
C)the services are low in credence qualities
D)the service is difficult for the customer to evaluate even after it has been delivered
E)the services are high priced
3
______ occurs when a service firm develops an advertising campaign without input from operations, and contact personnel are not able to deliver service that matches the image portrayed in the advertising.
A)Inadequate management of service promises
B)Overpromising in advertising and personal selling
C)Inadequate customer communication
D)Inadequate horizontal communication
E)Differences in policies and procedures across distribution units
4
Cookies is a retail store where customers host parties for guests to bake and decorate cookies. If the retailer offers a money back guarantee if the party experience is boring. In this way, the retailer is:
A)creating tiered-value offerings to improve customer education
B)preparing customers for the service process through customer education
C)offering service guarantees to manage service promises
D)featuring the servicescape as a tool for integrating its marketing communications
E)confirming that performance equals performance standards to manage customer expectations
5
Which of the following products has the highest degree of nonsearchability?
A)motor oil
B)fresh doughnuts
C)a wedding veil
D)theater performance
E)massage therapy
6
A commercial for Carnival Cruises shows a group of friends scuba diving, rock climbing, dancing, and having a really great time. Which strategy for tangibilization is Carnival using in this commercial?
A)illumination
B)physical representation
C)allusion
D)documentation
E)visualization
7
By guaranteeing that all participants in its dance classes will be able to do the foxtrot by the end of their first lesson or their money will be refunded, the Fred Astaire Dance Studio is:
A)managing its service promises
B)resetting customer expectations
C)precisely matching service delivery with service promise
D)managing its horizontal communications
E)underpromising and overdelivering
8
Which of the following is a strategy used for improving customer education?
A)teach customers to avoid peak demand periods and see slow periods
B)clarify expectations after the sale
C)prepare customers for the service process
D)conform performance to standards
E)create tiered-value offerings





To learn more about the book this website supports, please visit its Information Center.
(c)2018 McGraw Hill Education (India) Private Limited
Any use is subject to the Terms of Use and Privacy Notice.
McGraw Hill Education (India) Private Limited is one of the many fine businesses ofThe McGraw-Hill Companies.


ZeithamlOnline Learning Center

Home > Chapter 14 > Multiple Choice Quiz