Chapter 12 Multiple choice questions

Chapter 12 Multiple choice questions

. Services are characterized by five distinct characteristics. These are:

. The extent to which a service envelops a product varies according to a number of factors. Which of the following is NOT one of the factors?

. An important characteristic of services is that they are produced and consumed by people, simultaneously, as a single event. One of the outcomes of this unique process is that it is exceedingly difficult to standardize the delivery of services around the blueprint model. Which characteristic of service is this referred to?

. Services are consumed at the point they are produced. In other words, service delivery cannot be separated or split out of service provision or service consumption. Which characteristic of service is this referred to?

. Once a train pulls out of a station, or an aeroplane takes off or a film starts, those seats are lost and can never be sold. This is referred to as:

. This is when customers visit the service facility so that they are personally involved throughout the service delivery process:

. A framework categorizes different services, which, in turn, influence the degree to which market offerings can be evaluated, and three main properties are identified:

. ___________ is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.

. When an individual passively appreciates an event or environment but leaves without affecting or altering the nature of the environment is called:

. If an advertisement shows the interior of a train with comfortable seats and plenty of space yet a customer boards a train only to find a lack of space and hard seating. This is an example of:

. The train operator understands customer desire for a comfortable seat but fails to specify how many should be provided relative to the anticipated number of travellers on each route. This is an example of:

. Which of the following is best understood as a period of time during which a customer interacts directly with a service?

. ________________ occur(s) where there is no prior history of exchange and no future exchanges are expected between a buyer and seller.

. An approach that encompasses a wide range of relationships, not just with customers, but also those that organizations develop with suppliers, regulators, government, competitors, employees, and others, is referred to as:

. Individuals become completely immersed in their environment and actively participate so that they affect actual performances or occurrences in the environment. This is referred to as:

. Nysveen and Pedersen (2014) added in key dimensions of customer experience. The ______________ refers to how strongly a brand engages consumers in physical activities.

. Pine and Gilmore (1999) derive four distinct realms of experience, based on two dimensions. What are these dimensions?

. The importance and significance of customer experience to both individuals and society is referred to as:

. It has been claimed that the three major outcomes from the development of relationship trust are satisfaction, ___________, and continuity (Pavlou, 2002).

. When there is little or no personal contact between customer and service provider, this is classified as:

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