Question 1

Research indicates that consumers search for much more information when trying to evaluate services with which properties?

Accepted Answer

Research indicates that consumers search for much more information when trying to evaluate services with credence properties.

Question 2

A person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications,personal needs,past experiences,and promotional activities.Actual experiences,though,are determined by

Accepted Answer

Expectations are influenced by word-of-mouth communications,personal needs,past experiences,and promotional activities,while actual experiences are determined by the way an organization actually delivers its service,particularly through interpersonal competencies.

Question 3

Amanda needs to have her car repaired.When she visits the shop she is considering,she notices the AAA seal of approval in the front window.The shop is also clean and organized,and the mechanics are dressed in tidy uniforms.Amanda notes these as part of her assessment of which service quality dimension?

Accepted Answer

Tangibility has to do with the appearance of physical facilities,equipment,personnel,and communication materials.The sign hanging in the shop and the cleanliness and organization of the shop are tangible ways Amanda judges the service quality offered by the facility,as indicated by the tangibility dimension.

Question 4

Casey works for the Geek Squad,mostly on PC and laptop repair.He has noticed that most consumers ask for references from happy customers and don't know much about computers themselves.Which of the following is most likely to be a characteristic of the repair services that Casey performs?

Accepted Answer

Services provided by specialized professionals such as computer technicians have credence properties that consumers may find difficult to evaluate even after purchase.

Question 5

Josh is looking for a new smartphone provider because he has grown tired of the many dropped calls,particularly near his school.In terms of the service quality dimensions,Josh is unhappy with which dimension of his service?

Accepted Answer

Reliability is the ability to perform the promised service dependably and accurately,which is Josh's concern.

Question 6

After selecting U.S.Bank after a move to a new state,Theresa needed help with her accounts and went to visit a personal banker.She was very impressed with the banker's attitude and willingness to explain certain items to her in terms she could understand.The service Theresa received from the U.S.Bank representative had ________ properties.

Accepted Answer

Theresa's positive evaluation of the personal banker at U.S.Bank relates to the bank's experience properties,which can only be discerned during consumption,as in this case,or after purchase.

Question 7

Services performed by surgeons or lawyers are primarily evaluated on ________ properties.

Accepted Answer

Services provided by specialized professionals such as medical diagnosis and legal services have credence properties or characteristics,which the consumer may find impossible to evaluate even after purchase and consumption.

Question 8

Sterile Feral,Inc. ,is a nonprofit organization that catches wild or stray cats,and then neuters,vaccinates,and releases them.Veterinarians are particularly impressed with how effectively and safely the organization performs its service each and every time.With which service quality dimension are veterinarians most impressed?

Accepted Answer

Reliability is the ability to perform the promised service dependably and accurately,the situation with Sterile Feral.

Question 9

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage,unlike a pair of shoes,cannot be felt before she buys it.Sarah realizes massages have ________ properties.

Accepted Answer

Services such as massages have experience properties,which can only be discerned during consumption or after purchase.

Question 10

There are five key dimensions of service quality:

Accepted Answer

Dimensions of service quality include: (1)reliability-the ability to perform the promised service dependably and accurately;(2)tangibility-the appearance of physical facilities,equipment,personnel,and communication materials;(3)responsiveness-the willingness to help customers and provide prompt service;(4)assurance-the knowledge and courtesy of employees and their ability to convey trust and confidence;and (5)empathy-the caring,individualized attention provided to customers.

Question 11

Which of the following influences a consumer's expectations for a service not yet experienced?

Accepted Answer

Expectations are influenced by word-of-mouth communications,personal needs,past experiences,and promotional activities,while actual experiences are determined by the way an organization delivers its service,particularly through interpersonal competencies.

Question 12

Which of the following is high in credence properties?

Accepted Answer

Figure 12-5 shows that auto repair is high in credence properties.

Question 13

Many restaurants ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations compared with the actual visit is called a

Accepted Answer

One of the primary methods used to evaluate the quality of a service is gap analysis,when customers are asked to compare the delivered quality of the service to their expectations for service quality.Differences,or gaps,between expectations and actual experience are identified,and corrective actions can be taken.

Question 14

As a dimension of service quality,the appearance of physical facilities,equipment,personnel,and communication materials is referred to as

Accepted Answer

Consumers assess their expectations and experiences on five dimensions of service quality-reliability,tangibility (tangibles),responsiveness,assurance,and empathy.Tangibility is the appearance of physical facilities,equipment,personnel,and communication materials.

Question 15

Sarah has a toothache.She believes it may be due to her not having regular dental checkups in the past.She now wants to find a dentist,but does not have one that she has used in the past.Because dentistry has ________ properties,Sarah plans to ask her friends for a recommendation for a dentist they like to be sure that she finds a good one.

Accepted Answer

Services provided by specialized professionals,such as medical diagnoses and legal services,have credence properties,or characteristics that the consumer may find impossible to evaluate even after purchase and consumption.To reduce the uncertainty created by these properties,service consumers turn to personal sources of information during the purchase decision process.

Question 16

Services provided by specialized professionals,such as medical diagnoses and legal services,have certain properties or characteristics that the consumer may find impossible to evaluate even after their purchase or consumption.What are these properties called?

Accepted Answer

Key term definition-credence properties.

Question 17

The dimension of service quality called ________ is the ability to perform the promised service dependably and accurately.

Accepted Answer

Consumers assess their expectations and experiences on five dimensions of service quality-reliability,tangibility (tangibles),responsiveness,assurance,and empathy.Tangibility refers to the appearance of physical facilities,equipment,personnel,and communication materials.

Question 18

The type of analysis that compares the differences between consumers' expectations about a service and their experience with it is referred to as

Accepted Answer

Key term definition-gap analysis.

Question 19

The two basic components of a customer's evaluation of a service are

Accepted Answer

Consumers evaluate a service by comparing their expectations to the actual experience through gap analysis.

Question 20

To reduce the uncertainty created by ________ properties,service consumers turn to personal sources of information such as opinion leaders,early adopters,and reference group members during the purchase decision process.

Accepted Answer

Services have certain properties or characteristics that the consumer may find impossible to evaluate even after purchase or consumption.To reduce the uncertainty created by credence properties,consumers turn to personal sources of information such as opinion leaders,early adopters,and reference group members during the purchase decision process.

Quiz 12: Services Marketing