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| 1 | |
The highest possible level of customer expectations is _____ expectations. |
| | A) | desired |
| | B) | acceptable |
| | C) | ideal |
| | D) | ego-satisfying |
| | E) | id-oriented |
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| 2 | |
_____ service is the level of service the customer hopes to receive. |
| | A) | Desired |
| | B) | Adequate |
| | C) | Functional |
| | D) | Predictable |
| | E) | Augmented |
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| 3 | |
When Maria woke up this morning, she felt terrible. She had a headache, sore throat, and upset stomach. She called her doctor's office, explained her condition to the receptionist, and asked if she could make an appointment to see the doctor as soon as possible that day since she was going on vacation tomorrow. Maria's expectation to see her doctor the same day she became sick resulted from a: |
| | A) | personal need |
| | B) | lasting service intensifier |
| | C) | transitory service intensifier |
| | D) | customer self-perceived service role |
| | E) | situational factor |
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| 4 | |
The _____ is the customer's underlying generic attitude about the meaning of service and the proper conduct of service providers. |
| | A) | augmented service expectation |
| | B) | personal service philosophy |
| | C) | derived service expectation |
| | D) | cultural service expectation |
| | E) | temporary service intensifier |
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| 5 | |
_____ consists of short-term, individual factors that make a consumer more aware of the need for service. |
| | A) | Temporary service intensifiers |
| | B) | Perceived service alternatives |
| | C) | Customer self-perceived service roles |
| | D) | Situational factors |
| | E) | Experiential intensifiers |
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| 6 | |
One factor that influences adequate service is _____, the level of service that customers believe they are likely to get. |
| | A) | predicted service |
| | B) | forecasted intensity |
| | C) | evoked service |
| | D) | ego-oriented service |
| | E) | the service paradigm |
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| 7 | |
Which of the following statements about predicted service is true? |
| | A) | If the consumer predicts good service, the level of adequate service is likely to be lower than if he or she predicted poor service. |
| | B) | Predicted service estimates the level of service for one transaction. |
| | C) | With no more than three inputs, a consumer can determine the future predicted service of nearly all types of service providers on all occasions. |
| | D) | Predicted service is unaffected by situational factors or personal needs. |
| | E) | Predicted service is calculated by the service provider not the customer. |
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| 8 | |
J. Crew, a catalog retailer, makes the following service guarantee in its catalog. "Everything we sell is our own design and our own make, and we guarantee it all without reservation. If at any time for any reason you are not completely satisfied with any item, we will make an exchange or refund your payment per your direction." J. Crew's service guarantee is a(n): |
| | A) | marketing testimonial |
| | B) | implicit service promise |
| | C) | word-of-mouth communication |
| | D) | past experience influencer |
| | E) | explicit service promise |
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