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Exam 12: Managing Services

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Question 1

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

A) gap analysis
B) service survey
C) customer profile analysis
D) customer contact audit

E) All of the above
F) A) and C)

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Question 2

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In today's highly competitive financial services industry,the traditional distinctions between banks and brokerage firms are becoming blurred.For example,while banks still offer "traditional products" such as chequing and savings accounts,certificates of deposits and loans,they now offer mutual funds,insurance and even provide "financial advice," similar to the products and services offered by brokerage firms.Thus,in today's changing marketplace,banks would most likely be evaluated on which properties of the purchase process?

A) Search properties
B) Credence properties
C) Experience properties
D) All of these answers are correct

E) B) and C)
F) A) and C)

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Question 3

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An airport limousine service will meet people at their homes and deliver them to or bring them home from their local airport.Because demand is much higher before 9 a.m.and after 5 p.m.during weekdays,it must be concerned with:

When selecting a place to eat,Andy always looks at the rating the restaurant received in the local restaurant guide.Since the guide is able to evaluate the parts of the restaurant Andy cannot see,he believes this is a good way to predict the quality of the service he will receive.Andy bases his opinion of restaurants on the basis of which service quality dimension?

A situation where a service provider is available but there is no demand is called:

Air Canada operates five flights daily between Toronto and Phoenix during the winter.One flight leaves Phoenix at 12:10 AM.The plane,a Boeing 737,has a capacity of 120 passengers.During the past month,the flight has averaged only 24 passengers,a load factor of 20 percent.A load factor of 50 percent (60 passengers) is needed for the flight to break-even.What unique aspect of services does this situation describe?

Which unique characteristic of service has the most influence on pricing?

Allstate Insurance stresses to its card holders that help is "just one call away",and that "you are in good hands." Which statement below best describes what Allstate is offering?

What role does pricing play in the managing of services?

Many service companies go to great lengths to ensure the _____________ aspects of the services convey the appropriate image and serve as surrogate indicators of the _____________ service to be provided.

What is SERVQUAL? How and why is it used?

List and describe how the key technological elements of the future will help consumers save time.

Before beginning each work shift at Lululemon,the manager conducts a quick training session and energy building exercise so the staff are both informed and energized to work the shift.This is an example:

Having a highly knowledgeable car salesperson is an example of which quality dimension?

Describe what is meant by an experience economy.Give an example.

Idle production capacity can be reduced by:

According to the textbook,the Internet and other global platforms has increased which aspect of the marketing mix for services?

What is internal marketing? Why is it important in services marketing?

The four additional Ps of services marketing include each of the following EXCEPT:

Many services,such as banking and insurance,can now be delivered electronically,often requiring no face-to-face customer interaction,as with,for example,Bank of Montreal's web-based banking service.With particular respect to the amount of interaction between the consumer and the service deliverer,which unique characteristic of services is illustrated in this example?