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Exam 12: Managing Services

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Question 41

Multiple Choice

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All of the following would be part of a service firm's customer experience management program except:

A) hiring
B) production efficiency
C) motivating employees
D) training

E) None of the above
F) A) and D)

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Question 42

Multiple Choice

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Cracker Barrel is a leader in the market of family restaurants located alongside major highways. Its marketing mix includes a down-home atmosphere, a shop through which customers pass on the way to and from the restaurant, a menu of American home cooking, and a friendly staff. Which aspect of the product component of the marketing mix will be particularly helpful to travelers looking for a place to eat lunch?

A) brand name and identifying logo
B) capacity management
C) pricing strategy
D) exclusivity

E) B) and D)
F) C) and D)

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Question 43

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Andrea Arena is the owner of 2 Places at 1 Time, a concierge company. She and her staff of 60 perform everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these simple acts for themselves. Her regular customers describe her as caring and willing to treat each of the jobs they need done as if it were the most important job she had to perform. In which dimensions of service quality, does Arena excel?

What are the four unique elements of services? How would they apply to a discount brokerage service?

Just-in-time (JIT) inventory focuses on efficient and effective supply to customers. This is very similar to the concept of:

Students from Berry College attended a performance at nearby Shorter College and were extremely impressed with the dance troupe that was the opening act. As soon as the students returned to Berry, they made arrangements for the entertainers to appear on their campus. On the day of the concert the venue was packed with students, but the quality of the performance was much lower than they had seen at the Shorter campus. The Berry students' disappointment was the direct result of which characteristic of services?

All of the following are key elements of future services, except:

The emergency room staff in Toronto's largest hospital is surprised and pleased when a four-day Canada Day weekend brings fewer accident victims in for treatment. They know from experience that such public holidays have high rates of accidents. For the hospital business office, the lower demand for the emergency room services means:

Place or distribution is extremely important to the managing services because of which unique characteristic of services?

What is the difference between intangibility and inseparability 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.

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

The "service continuum" is a range from the tangible to the intangible or good-dominant to service-dominant offerings. According to our text, which item is equally weighted between goods and services?

In services marketing,__________ refers to the actual procedures, mechanisms, and flow of activities by which the service is created and delivered.

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:

According to the text, service providers are likely to see success in their business if they can:

What role does pricing play in the managing of services?

Mobile diagnostic services for health concerns is an example of a__________ element of technological advancement, __________as it also saves consumer's , which will Become more valuable in the future.

Andrea Arena is the owner of 2 Places at 1 Time, a concierge company. She and her staff of 60 perform everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these simple acts themselves. She is often hired by major corporations to perform services for their harried executives. Her customers have to evaluate the services provided by 2 Places at 1 Time using __________properties.

A new homebuilder has developed a '21 Point Touchpoint Map' for interested homebuyers. The points range from when the homebuyer makes an initial inquiry all the way to signing the closing agreement. The homebuilder has found that when consumers make it past the first 15 points, they have a 90 percent closing rate. This Map, is an example of a(n) :