Question 1

Service inseparability means that the quality of services depends on who provides them,as well as when,where and how they are provided.

Accepted Answer

The answer of Service inseparability means that the quality of...

Question 2

Customer retention is perhaps the best measure of quality;a service firm's ability to hang on to its customers depends on how consistently it delivers value to them.

Accepted Answer

Customer retention is a strong measure of quality for a service firm because it indicates that customers have consistently received value from the firm and are therefore motivated to continue using its services.

Question 3

Good service recovery can turn angry customers into loyal customers and can even win more customer purchasing and loyalty than if no problem had occurred in the first place.

Accepted Answer

Good service recovery shows the customer that the company values their satisfaction and is willing to make things right. This can actually improve the customer's perception of the company and make them more likely to remain loyal and recommend the company to others. In fact, studies have shown that customers who have had a problem resolved in their favor are more loyal than customers who never had a problem at all.

Question 4

Service productivity can be managed by increasing the quantity of service and giving up some quality.

Accepted Answer

Service productivity can be managed by balancing the quantity of service provided with the quality of service. Increasing the quantity of service might sometimes require a compromise on quality to manage resources efficiently and meet higher demand.

Question 5

Service providers must consider four special service characteristics when designing marketing programs.Which is NOT one of these characteristics?
A)service intangibility
B)service inseparability
C)service perishability
D)service homogeneity
E)service variability

Accepted Answer

The four special service characteristics that service providers must consider when designing marketing programs are service intangibility, service inseparability, service perishability, and service variability. Service homogeneity is not one of these characteristics.

Question 6

An example of service variability is that within a given hotel,one registration-desk employee may be cheerful and efficient whereas another may be unpleasant and slow.

Accepted Answer

Service variability refers to the inconsistency of service quality that customers may experience even within the same organization or among different employees within the same department. The given example highlights how the service experience may vary based on the demeanor and pace of different registration-desk employees within the same hotel.

Question 7

A nail salon is serious about pleasing its customers.Employees are trained to immediately and pleasantly respond to any customer complaints,and they are empowered to offer discounts and free add-ons to customers who believe they have received anything less than the best service.The nail salon focuses on ________.
A)differentiating its offer
B)good service recovery
C)internal marketing
D)image marketing
E)productivity

Accepted Answer

The nail salon is focused on good service recovery, as they are training their employees to respond to customer complaints and offer discounts or free add-ons to customers who are not satisfied with their service.

Question 8

Some cinemas offer serious discounts on slow days,such as half price or 'Cheapy' Tuesday.This is an example of a service firm managing the ________ characteristic of services.
A)perishability
B)variability
C)inconsistency
D)inseparability
E)intangibility

Accepted Answer

The characteristic of perishability refers to the fact that services cannot be stored or saved for later use. Therefore, cinemas offering discounts on slow days is a way for them to manage the perishability of their service by encouraging customers to come during less busy times and fill empty seats.

Question 9

One aspect of managing service differentiation is the company's service delivery.

Accepted Answer

Service delivery is an important aspect of managing service differentiation. It involves ensuring that the service is delivered to customers in a way that meets their needs and exceeds their expectations. This can be achieved through various means such as personalization, customization, and convenience.

Question 10

When a local restaurant that features barbecue sometimes delivers food fast and hot,but at other times is slow and the food arrives at the table cold,it is an example of the service characteristic of ________.
A)intangibility
B)inseparability
C)variability
D)autonomy
E)perishability

Accepted Answer

Variability refers to the inconsistency in the quality of service that a customer receives. In this case, the restaurant's delivery speed and temperature of the food varied, indicating inconsistency in their service quality.

Question 11

Physical goods are produced,then stored,later sold and still later consumed.In contrast,services are first sold,then ________ and ________ at the same time.

Accepted Answer

The answer of Physical goods are produced,then stored,later sold and...

Question 12

The service-profit chain is the set of all product lines and items that a particular seller offers for sale.

Accepted Answer

The service-profit chain refers to a theory that links employee satisfaction and customer satisfaction to the profitability of a business, it is not related to the product lines and items offered for sale by a seller.

Question 13

Successful service companies focus their attention on both their customers and their employees.

Accepted Answer

Successful service companies understand that satisfied employees lead to satisfied customers. They invest in their employees' training and development, create a positive work environment, and provide opportunities for growth and advancement, which ultimately translates to better customer service.

Question 14

________ means that services cannot be seen,tasted,felt,heard or smelled before they are bought.
A)Service inseparability
B)Service variability
C)Service intangibility
D)Service perishability
E)Service heterogeneity

Accepted Answer

Service intangibility refers to the fact that services cannot be seen, tasted, felt, heard or smelled before they are purchased. This is in contrast to products which can be physically examined before purchase.

Question 15

The fact that services are produced and consumed simultaneously is an example of ________.

Accepted Answer

The answer of The fact that services are produced and...

Question 16

Some billboards advertise that a certain service station has clean restrooms with the idea that clean restrooms imply the entire operation is devoted to customer satisfaction.Advertising a clean restroom is one method used to manage the service characteristic of ________.

Accepted Answer

The answer of Some billboards advertise that a certain service...

Question 17

Some ski resorts promote summer vacation packages to people who like to take nature walks,go fishing and enjoy the mountain vistas.This is one way to deal with the ________ characteristic of service.
A)perishability
B)variability
C)inconsistency
D)inseparability
E)intangibility

Accepted Answer

Perishability is the characteristic of services that refers to the fact that services cannot be stored for future use or resale, and if they are not consumed at the time they are available, they are lost forever. This characteristic creates a challenge for service providers to find ways to generate revenue during off-peak seasons or times of low demand. Promoting summer vacation packages to people who enjoy nature walks, fishing, and mountain vistas is a way for ski resorts to generate revenue during the off-season when skiing is not an option due to the lack of snow. By doing so, they can maximize the use of their facilities and resources, and avoid losing potential revenue due to perishability.

Question 18

________ means that services cannot be separated from their providers,whether the providers are people or machines.
A)Service intangibility
B)Service inseparability
C)Service variability
D)Service perishability
E)Service heterogeneity

Accepted Answer

Service inseparability means that services are produced and consumed simultaneously, and that the service cannot be separated from the service provider. This is true whether the service provider is a person or a machine.

Question 19

Which of the following is NOT one of the links in the service-profit chain,linking service firm profits with employee and customer satisfaction?
A)internal service quality
B)evidence management
C)satisfied and productive service employees
D)satisfied and loyal customers
E)healthy service profits and growth

Accepted Answer

The links in the service-profit chain are internal service quality, satisfied and productive service employees, satisfied and loyal customers, and healthy service profits and growth. Evidence management is not typically considered a link in this chain, although it may be related to internal service quality or customer satisfaction.

Question 20

In a service business,the customer and front-line service employee interact to create the service.

Accepted Answer

In a service business, the service is co-created by the customer and the front-line service employee through their interaction. The customer's expectations and needs are communicated to the employee during the service encounter, and the employee uses their skills and knowledge to deliver a personalized service that meets those expectations.

Quiz 7: Customer-Driven Marketing Strategy: Creating Value for Target Customers

Service inseparability means that the quality of services depends on who provides them,as well as when,where and how they are provided.

Customer retention is perhaps the best measure of quality;a service firm's ability to hang on to its customers depends on how consistently it delivers value to them.

Good service recovery can turn angry customers into loyal customers and can even win more customer purchasing and loyalty than if no problem had occurred in the first place.

Service productivity can be managed by increasing the quantity of service and giving up some quality.

Service providers must consider four special service characteristics when designing marketing programs.Which is NOT one of these characteristics?

An example of service variability is that within a given hotel,one registration-desk employee may be cheerful and efficient whereas another may be unpleasant and slow.

Some cinemas offer serious discounts on slow days,such as half price or 'Cheapy' Tuesday.This is an example of a service firm managing the ________ characteristic of services.

One aspect of managing service differentiation is the company's service delivery.

When a local restaurant that features barbecue sometimes delivers food fast and hot,but at other times is slow and the food arrives at the table cold,it is an example of the service characteristic of ________.

Physical goods are produced,then stored,later sold and still later consumed.In contrast,services are first sold,then and at the same time.

The service-profit chain is the set of all product lines and items that a particular seller offers for sale.

Successful service companies focus their attention on both their customers and their employees.

________ means that services cannot be seen,tasted,felt,heard or smelled before they are bought.

The fact that services are produced and consumed simultaneously is an example of ________.

Some billboards advertise that a certain service station has clean restrooms with the idea that clean restrooms imply the entire operation is devoted to customer satisfaction.Advertising a clean restroom is one method used to manage the service characteristic of ________.

Some ski resorts promote summer vacation packages to people who like to take nature walks,go fishing and enjoy the mountain vistas.This is one way to deal with the ________ characteristic of service.

________ means that services cannot be separated from their providers,whether the providers are people or machines.

Which of the following is NOT one of the links in the service-profit chain,linking service firm profits with employee and customer satisfaction?

In a service business,the customer and front-line service employee interact to create the service.