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Exam 12: Managing Services

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Question 31

Multiple Choice

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Changes in the services industry in the future will primarily be driven by each of the following factors EXCEPT:

A) changes in consumer interests.
B) an expanding scope in the global economy.
C) a decrease in the amount and variety of choices.
D) technological development.

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

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Question 32

Multiple Choice

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GE sends its salespeople to an intensive two-week long training program before sending them out to the field. Further, every time a new product is launched they go on a two-day "product knowledge" retreat. This is an example of:

A) employee development.
B) internal marketing.
C) internal analysis.
D) personnel management.

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

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Question 33

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Figure 12-2 -According to the service continuum (Figure 12-2) , which of the following organizations has the highest level of intangibility?

Activities provided by Deloitte Consulting, PwC, Bain & Co, and McKinsey would most likely be classified as:

Which of the following statements would best increase customer satisfaction, after a service failure was experienced?

Consumers have more difficulty evaluating services than they do products; the difficulty results from the:

NIKEiD.com is an example of a service that allows for:

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

Some firms, such as financial services, insurance, and consulting offer services to hundreds of different individuals and often sell themselves on the benefits of using their services. The concept of their services which are__________ , however, can often Be delivered__________ from client to client depending on different staff capabilities.

Describe how the 4 unique is of services can play a role in creating an authentic consumer experience.

Figure 12-2 -According to the service continuum in Figure 12-2, which of the following organizations has an almost perfect balance of tangible and intangible attributes?

All of the following examples a consumer might have difficulty separating the deliverer of the service from the service itself, except:

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. This is a strong service brand name because it suggests:

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

West Edmonton Mall is one of the world's largest malls. Businesses that operate in the mall range from rollercoasters to barbershops. West Edmonton Mall likely has a wide:

Hard Rock Cafés are designed to spread the spirit of rock 'n' roll by delivering an exceptional entertainment and dining ___________.

All of the following might be used to create an authentic experience for a customer, except:

Sterile Feral, Inc., is a non-profit organization that catches wild or stray cats, neuters them, vaccinates them, and releases them back into the wild. The personnel of the non-profit organization are caring people who love animals and try to do what they can to meet the needs of each cat they care for. The caring nature of the personnel relates To which service quality dimension?

Which of the organizations listed below has the lowest inventory carrying cost?

The inventory costs of services include: