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Exam 12: Managing Services

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Question 31

Multiple Choice

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Which of the following is NOT a point in the customer contact audit for the Arizona Grill,serving Southwestern food?

A) Host/hostess seats the customer.
B) Food server discusses wine list.
C) Food is delivered to the table by kitchen staff.
D) Chef making adjustments to the dish preparation based upon the availability of ingredients.

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

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Question 32

Multiple Choice

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As a new patient at a local dentist,you arrive early for your appointment.You enter the lobby that seems to be dated from the 1960s! You head to the washroom and notice that it is not clean and the faucets are leaking.This dentist office needs to improve it's:

A) branding
B) impression management
C) cleanliness
D) staff quality

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

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Question 33

Essay

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Describe how the five dimensions of service quality can be implemented for a Canadian airline?

The inventory costs of services include:

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

The next time you travel to a foreign country,you may need to submit for a unique retinal (eye) scan to have your "virtual passport" read by a cloud-based service,to allow you access to the country.This future technology is an example of a(n) :

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:

At the end of every stay,Hotel de Glace sends their guests a digital survey asking them to rank several items that they experienced.Which tool is Hotel de Glace using?

All of the following are examples of technological convergence,except

The elements that make services unique are the four Is.The four Is are:

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

Consumers are no longer content with affordable,high-quality purchases; they want offerings that reflect their self-image-who they are or who they aspire to be.The growth of produced,sometimes contrived experiences,however,has led consumers to search for _________ offerings.

Research has shown that customers who experience a service failure will __________ their satisfaction if the service provider makes a sincere recovery effort.

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?

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:

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

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage unlike a pair of shoes cannot be felt before she buys it.Which characteristic of services is she concerned about?

Which of the following statements about services is true?

Describe an effective off-peak tourism campaign used to maximize capacity and revenue for an all-inclusive resort in the Caribbean.

All of the following are correct statements about how firms are using social media to better serve customers,except: