chapter 10-14 MARKETING FINAL
Quiz by jo n
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- Q1
Which of the following is NOT a reason for the emerging growth and dependence of service-oriented economies in developing countries?
Household maintenance activities have become quite specialized.
It is generally less expensive for firms to manufacture their products in less-developed countries.
People place a high value on convenience and leisure.
Canadian workers are retiring at an earlier age.
30s - Q2
What are some ways to reduce variability in services?
Users sort answers between categoriesSorting30s - Q3
In addition to training and technology, what is another way firms can reduce service variability?
standardization
micromanaging
offer better employee benefits
hire geeks
30s - Q4
Match the correct definition to the term.
Users link answersLinking30s - Q5
Customer expectations are mainly based on their ______.
knowledge and experience
four core service dimensions
age and culture
standards gap
30s - Q6
Match the correct term to the definition
Users link answersLinking30s - Q7
What are the 5 ways to evaluate service quality?
Rel______
Res_____
Ass______
Em______
Tan______
Users enter free textType an Answer30s - Q8
Match the correct term to the definition
Users link answersLinking30s - Q9
To deliver consistently high-quality service, firms must set specific, measurable goals based on_______________.
consultant recommendations
employee input
customers’ expectations
management philosophy
30s - Q10
Group the correct ways to reduce these gaps
Users sort answers between categoriesSorting30s - Q11
Group the ways that technology is augmenting human effort
Users sort answers between categoriesSorting30s - Q12
The two ways of finding a fair solution are dis______ fairness and pro_____ fairness.
Users enter free textType an Answer30s - Q13
The key to fairness is _____.
listening carefully to the customer
meeting all customer demands, no matter how unrealistic
providing the same compensation to allcustomers
never offending a customer
30s - Q14
Consumers can see and touch a product, such as a laptop computer, but cannot touch the financing program used to purchase the laptop. Services cannot be touched, tasted, or seen; they are _____.
heterogeneous
perishable
intangible
inseparable
30s - Q15
When a dentist fills a cavity in a patient's tooth, there is the element of ______ that indicates the dentist should try to make the interaction as pleasant as possible since she must be present for the service.
heterogeneity
intangibility
inseparability
perishability
30s