Question 1

Using a linear compensatory approach and the information below, which car rental firm should be selected:  (10 = best/most; 1 = worst/least)

Accepted Answer

A

Question 2

Using a lexicographic approach and the information below, which car rental firm should be selected:  (10 = best/most; 1 = worst/least)

Accepted Answer

C

Question 3

Using a nonsystematic approach and the information below, which car rental firm should be selected:  (10 = best/most; 1 = worst/least)

Accepted Answer

E

Question 4

The _____ is the last step in the consumer decision process.

Accepted Answer

The postpurchase stage is the final step in the consumer decision process, where the consumer evaluates their purchase decision and experience.

Question 5

According to the text, which one of the following is a type of perceived risk?

Accepted Answer

All the options listed (financial, performance, social, and psychological risks) are types of perceived risks.

Question 6

Services are primarily characterized by

Accepted Answer

Services are primarily characterized by experience attributes, which are attributes that cannot be evaluated before the service is purchased. Search attributes, on the other hand, can be evaluated before the service is purchased. Credence attributes are attributes that cannot be evaluated even after the service is purchased.

Question 7

With regards to the number of service alternatives available, which of the following statements is false?

Accepted Answer

All the statements provided are generally correct regarding the number of service alternatives available.

Question 8

Post purchase models attempt to describe the process by which consumers evaluate their purchase decisions. Which of the following models evaluates services by comparing expectations with perceptions?

Accepted Answer

The expectancy disconfirmation model evaluates services by comparing consumers' expectations with their actual perceptions of the service received.

Question 9

The post purchase model which is based on the idea that in a service encounter,customers and employees perform roles, and that satisfaction is a function of role congruence--where actual behaviors are consistent with expected roles is called:

Accepted Answer

The script perspective model is based on the idea that both customers and employees have roles to play in a service encounter, and satisfaction is derived from how well actual behaviors align with these expected roles, which is referred to as role congruence.

Question 10

Roles differ from scripts in that roles are:

Accepted Answer

Roles are extra-individual as they are defined by societal expectations and norms, whereas scripts are more personal and internalized.

Question 11

Scripts differ from roles in that scripts are:

Accepted Answer

The answer of Scripts differ from roles in that scripts...

Question 12

Scripts differ from roles in that:

Accepted Answer

Scripts differ from roles in that scripts also concern the impact of the service setting, while roles are more about individual behavior and expectations within a social context.

Quiz 4: Consumer Decision Making in Services Marketing

Using a linear compensatory approach and the information below, which car rental firm should be selected: (10 = best/most; 1 = worst/least)

Using a lexicographic approach and the information below, which car rental firm should be selected: (10 = best/most; 1 = worst/least)

Using a nonsystematic approach and the information below, which car rental firm should be selected: (10 = best/most; 1 = worst/least)