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Exam 12: Customers Roles in Service Delivery

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Question 41

Multiple Choice

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A sign at the entrance to the children's hospital contained the hospital's mission statement and explained its vision.This sign provided patients and their families with _____ orientation.

A) Place
B) Cultural
C) Promotable
D) Physical evidence
E) Function

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

Correct Answer

verified

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Question 42

Essay

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Discover Card has an automated inquiry system that enables card members to obtain their current balance,available credit,and payment information via telephone without speaking to an account representative.What term should be used to describe this inquiry system?

Correct Answer

verified

Customer participati...

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Question 43

Multiple Choice

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

The Chatham Landing apartment complex offers tenants $200 off one month's rent for each new tenant referral.By rewarding tenants for making a tenant referral,Chatham Landing is encouraging tenants to perform which of the following customer jobs?

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

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?

What kind of consumer presence is required during physical therapy after hip replacement surgery?

Private schools that have mentoring programs for new students are encouraging experienced students to perform which of the following customer roles?

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

When Brendan changes the oil in his truck,he is acting as a service competitor to the maintenance department at a car dealership.

On site,customers require two kinds of orientation.They are place orientation and:

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:

By participating in the service delivery process,customers cocreate _____ for themselves.

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.

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 descendents 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.

How can customers contribute to quality service delivery?

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:

Customers who enjoy participating in the service delivery process are performing which of the following service delivery roles?

Virginia wanted to skydive from an airplane for her birthday.She paid $125 to attend a 30-minute ground school to learn the process and her role in the jump.She was then taken up in an airplane,where she was strapped to a skydiving instructor and they did a tandem dive.She enjoyed the view and the instructor pulled the cord to open the parachute.Which customer roles did Virginia play in this service encounter?

Customers are viewed as _____ when they produce a service for themselves.