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Exam 12: Customers Roles in Service

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Question 31

True/False

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Moderate customer participation is required with marriage counseling.

A) True
B) False

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Question 32

Multiple Choice

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Whether a household or a firm chooses to produce a particular service for itself or contract externally for the service depends upon all of the following EXCEPT:

A) Psychic rewards
B) Trust
C) Empathy
D) Resource capacity
E) Control

F) B) and D)
G) D) and E)

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Question 33

Multiple Choice

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Provider gap 3 would be created when:

Joyce and Amber are both new mothers who are concerned about child-proofing their homes to keep their babies safe.Joyce called Baby Safe,an agency that will send an expert in childcare to her home to conduct an individualized survey of the home and advise on dangerous situations.Amber went on the Internet and found a Web site that told her exactly what she should do to make her house safe.Which of the service delivery roles did Amber perform?

Caribbean Airlines has installed automated ticket machines in its major airport terminals that enable passengers to purchase tickets,obtain boarding passes and get seat assignments by inserting a credit card into the machine.A passenger using a Caribbean Airlines' automated ticket machine is playing the role of a:

Rewarding customers has no effect on their likelihood of performing their roles effectively.

Hyatt Hotels has installed automated check-in machines at some of its hotels.To check in and get a room key,guests insert a credit card into the machine.Hyatt is experimenting with the use of:

Nude bathing is the norm at the Tagoona lakefront beach.By prohibiting the wearing of clothes on weekdays,the Tagoona lakefront beach is:

In which of the following situations will compatibility management be of little or no importance?

On the military base where Micah is stationed,there is a large,well-stocked garage where he can take his vintage car to do necessary maintenance.The garage charges modest space and tool rental fees.Micah really enjoys tinkering with the engine,but he's not very knowledgeable.That's why he's glad that there is a trained mechanic on duty at the garage.The mechanic will answer Micah's questions and check his work to make sure that he has done nothing to damage his car's engine.Micah was especially proud of himself when he replaced his carburetor recently.Which of the following service delivery roles is Micah,the customer,performing?

A consumer's decision to produce a service for himself or herself or contract externally for the service depends on a variety of factors.Which of the following is an example of a psychic reward a homeowner might receive if he decides to landscape his own yard instead of hiring a landscape design expert?

Drugstores,airports,supermarkets and service stations are all using SSTs.

The overall goal of a customer participation strategy is to:

When Roberta gets her hair cut,she carefully explains to the hair stylist how she expects it to look once the haircut is finished.Roberta is playing the role of a:

Hyatt Hotels has installed automated check-in machines at some of its hotels.To check in and get a room key,guests insert a credit card into the machine.A guest using Hyatt Hotel's automated check-in machine is playing the role of a:

When Tony got in line to pay for his groceries,he picked the line in which he was required to scan the prices of his groceries and bag them himself.He was pleased with his use of a(n) _______ because he could take extra care in getting his eggs home unbroken without the risk of a store bagger dropping a melon on top of them.

To save resources,hotels are asking guests to hang up their towels and reuse them if they are staying multiple nights.A guest who hangs up his towels is playing the role of a:

In which of the following service situations would customers have the highest level of participation?

After Janine returned home from a vacation in California,she noticed that her new luggage had a five-inch tear in it.Rather than assuming that the damaged luggage was a cost of flying and there was nothing to be done about it,she called the airline's customer service center.The person answering the phone at the center mailed her the instructions for getting her suitcase repaired at the airline's expense.Janine was pleased with the repair when the suitcase was shipped home about a month later.In this scenario,Janine played the role of:

After having a positive service experience at Lens Crafters when she had her eyes examined and purchased new contact lenses,Diane recommended Lens Crafters to two of her friends who were planning to get new eyeglasses.Diane is performing which of the following customer jobs?