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Exam 12: Customers Roles in Service

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Question 21

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 a non-economic factor that is referred to as:

A) Intuitive bonuses
B) Extraordinary incentives
C) Incentives for amelioration
D) Psychic rewards
E) Altruism

F) A) and B)
G) B) and C)

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Question 22

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Even though some service providers would like to reduce customer participation in the service delivery,it cannot be done.

A) True
B) False

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Question 23

Multiple Choice

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Patients sitting in dental chairs are part of the _____ element of the services marketing mix.

An airline that offers price discounts and "Internet Specials" for passengers who order tickets online is:

When Alicia went to talk to a cleaning service about having the carpets in her apartment shampooed,she was told that if she would rent the service's equipment and do it herself,it would cost her 50 percent less and be done much sooner because the service's personnel were booked solid for the next two weeks.The cleaning service is:

Whether a customer assumes the role of competitor is unaffected by trust,control or time.

Landis was pleasantly surprised to find a "No Smoking" sign at his favorite pub.He had to limit his visits because he is allergic to cigarette smoke.Now he can visit as often and for as long as he likes.Landis was afraid the sign might hurt the pub's business,but he was pleased to discover how many of the pub's regulars felt the same way he did.The "No Smoking" sign served to:

Instead of having a hair stylist color her hair,Chandra prefers to dye her own hair.Which of the following roles is Chandra performing?

Roger Simpson is an event planner who specializes in planning family reunions.He typically works with one or two members of the family who provide him with all the family-related information.If a family reunion planner refuses to provide Simpson information about Uncle George and his descendants because he did not like Uncle George,that family member will have contributed to the widening of provider _____ by preventing Simpson from doing his job to the best of his ability.

A consumer who complains that the stain was not removed from her suit jacket is performing which of the following service delivery roles?

Which of the following is a strategy for enhancing customer participation in the service process?

Bob and Tiffany have been busy this week seeing all kinds of service providers.In which of the following service situations would Bob and Tiffany have had the lowest level of participation?

Customer input can affect the service organization's productivity through both the quality of what they contribute and the resulting quality and quantity of output generated.

Rhonda does not want to use the self-checkout lane at the supermarket because it "just seems too complicated." What factor primarily has determined her reluctance to try the new self-service technology?

Compatibility management:

The first step in enhancing customer participation in service delivery is to manage the customer mix,beginning with an assessment of the compatibility of segments.

Compatibility management is most important in which of the following services?

A plastic surgeon who wants his patients to watch a video on rhinoplasty before they have a "nose job" is trying to educate his patients so they can have a higher level of participation in the process.

The process of managing multiple and sometimes conflicting customer segments is known as _____ management.

For which of the following services does successful service delivery depend on consumers having a moderate level of participation by providing information,effort or physical possessions?