Question 1

Service providers need not be cautious of privacy issues when they create and use their customer databases.

Accepted Answer

Service providers have a responsibility to protect their customers' privacy and ensure that their personal information is only used for legitimate purposes. They must comply with relevant privacy laws and regulations, and obtain consent from customers before collecting and using their data.

Question 2

Throughout history there has always been a strong connection between services and technology.

Accepted Answer

False

Question 3

Developments in technology have allowed the creation of devices that assist service representatives in performing tasks.

Accepted Answer

With advancements in technology, companies have developed devices such as virtual assistants, chatbots, and CRM systems that can assist service representatives in performing tasks.

Question 4

The most effective use of customer databases is to make them easily accessible to the frontline service provider.

Accepted Answer

By making customer databases easily accessible to frontline service providers, they can quickly and efficiently address customer needs and provide personalized service. This results in higher customer satisfaction and loyalty.

Question 5

The information revolution made it possible for services to be open twenty-four hours a day,seven days a week,and 365 days a year.

Accepted Answer

The availability of online services makes it possible for them to operate continuously without time restrictions.

Question 6

The World Wide Web is not essential for home-based service organizations.

Accepted Answer

The World Wide Web is essential for home-based service organizations as it allows them to build an online presence, reach a wider audience, and market their services effectively. Without the internet and the web, it would be challenging for home-based service organizations to operate and compete in the market.

Question 7

Which of the following is NOT a part of the services marketing pyramid?

Accepted Answer

The services marketing pyramid typically includes the company, customers, and providers, focusing on the relationships and interactions between these entities. Competition is not a part of this model.

Question 8

The information age

Accepted Answer

The information age has led to the rise of remote work, flexible schedules, and the ability to work globally across different time zones, which has disrupted the traditional concept of regular working hours.

Question 9

Advances in information technology empower customers to shop for and purchase services.

Accepted Answer

With the availability of technology, customers can now easily search for and purchase services online through various platforms and websites.

Question 10

To enhance service delivery,the Services Marketing Pyramid Model emphasizes the need to manage all of the following technology links,EXCEPT;

Accepted Answer

The answer of To enhance service delivery,the Services Marketing Pyramid...

Question 11

Computer networks do little to improve the speed,quality,and volume of communication between customers,intermediaries,and suppliers.

Accepted Answer

Computer networks have greatly improved the speed, quality, and volume of communication between customers, intermediaries, and suppliers. They allow for real-time communication, faster transfer of information, and easier collaboration among individuals and organizations.

Question 12

The information revolution tended to weaken or undercut the notion of a regular workweek.

Accepted Answer

With the advent of technological advancements and increased connectivity, many jobs and industries have shifted towards flexible schedules and remote work arrangements, leading to a blurring of the boundaries between work and personal time. This has resulted in a departure from the traditional 9-5 workweek to a more fluid and adaptable approach to workhours.

Question 13

The use of which form of information technology is becoming a particularly important tool in service industries?

Accepted Answer

The question states that the use of which form of information technology is becoming important in service industries. It doesn't specify a particular form of technology, but rather asks for all possible options. Therefore, answer E is the best choice, as it indicates that all forms of communication technology are rapidly increasing in usage among service organizations.

Question 14

Technology cannot be used to supplement a service organization's core service.

Accepted Answer

Technology can be used to support or enhance a service organization's core service. For example, a healthcare provider can use telemedicine technology to offer remote consultations, while a retail store can use online ordering and delivery technology to expand their reach and convenience for customers.

Question 15

Technology cannot be used to integrate service offerings across multiple service delivery channels.

Accepted Answer

Technology can be used to integrate service offerings across multiple service delivery channels. For example, a company might use a customer relationship management (CRM) system to provide a consistent experience for customers across channels such as phone, email, social media, and live chat.

Question 16

Which of the following is a possible negative impact of services technology?

Accepted Answer

All of the options presented are possible negative impacts of services technology. Dependence on the electric power grid can make services vulnerable; employment levels may fall in absolute terms as automation makes certain jobs redundant, and low-skill service workers may be replaced by automated technology, negatively impacting their job prospects.

Question 17

Improvements in a service organization's core technology cannot be used to improve its service quality.

Accepted Answer

Improvements in a service organization's core technology can lead to better efficiency, productivity, and customer satisfaction, which can ultimately improve its service quality.

Question 18

Which,if any,of the listed activities can NOT be used to empower service employees through information technology?

Accepted Answer

The answer of Which,if any,of the listed activities can NOT...

Question 19

The high-bandwidth communication connection between customers has not altered the nature of word-of-mouth communication or had a powerful influence on modern communications.

Accepted Answer

High-bandwidth communication connections, such as social media and online reviews, have had a powerful influence on modern communications and have greatly altered the nature of word-of-mouth communication.

Question 20

Information is a product that has virtually no marginal cost of distribution.

Accepted Answer

Information can easily be distributed digitally without incurring significant additional costs, making it a product with low or no marginal cost of distribution.

Quiz 3: Plugging Into the Information Age