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Exam 16: The Financial and Economic Impact of Service

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Question 31

Multiple Choice

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Which of the following statements about customer perceptions of service and consumer purchase intentions is true?

A) There is no relationship between customer perceptions of service and any consumer intentions
B) While there is no relationship between customer perceptions of service and purchase intentions,there is a strong relationship between perceptions of superior service and increased word-of-mouth communications
C) Researchers suspect there is little relationship between a customer perception of service and his or her intent to buy
D) Customer perceptions of service affect consumer intentions in several positive ways-including the purchase intention
E) Customer expectations - not perceptions - affect consumer behavioral intentions

F) A) and E)
G) A) and B)

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Question 32

Multiple Choice

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Offensive marketing effects involve market share,reputation and:

A) Word-of-mouth communication
B) Vertical integration
C) Price premiums
D) High purchase volumes
E) Geodemographic segmentation

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

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Question 33

Multiple Choice

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Toyota found that intent to purchase a Toyota automobile increased from 37 percent to _____ percent with a positive service experience.

The research on top box scores conducted across 10 studies by TARP Worldwide found what percent of customers who report being very satisfied (i.e.,checked the top box) say they will definitely repurchase?

The key drivers of service quality,customer retention and profits include:

Which of the following has the strongest effect on a service provider's profits?

The increased profits a service firm realizes from customer retention result from all of the following EXCEPT:

_____ marketing is used by companies to prevent customer defection.

Which type of promotion has more credibility than other sources of information about a service?

Research by TARP Worldwide,Inc.found that a full 96 percent of customers who report being "very satisfied" (i.e.,they are in the "top box" in satisfaction)say they will "definitely repurchase" from the same company.

According to field research conducted with senior executives in 60 companies,almost all companies identify and act on correct non-financial measures.

Toyota found that intent to purchase a Toyota automobile increased from 37 percent to _____ percent with a positive sales experience.

The correlation between a brand's wallet allocation rule and its financial results is ________ than the relationship between previous service and financial measures.

The research exploring the relative importance of service dimensions on overall service quality or customer satisfaction has confirmed _____ as the most critical dimension.

Which of the following is NOT likely to occur when a company uses an offensive marketing effect?

Many companies that have adopted a customer retention strategy are now using the extent of _________ as their main measure of customer loyalty.