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Chapter 15 Multiple-Choice Questions
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Chapter 15 Multiple-Choice Questions
Services and Relationship Marketing
Quiz Content
*
not completed
.
Researchers identify four different types of tool that firms can use to grow the level of customer engagement. Which of the following is
n
ot
one of them?
Amplificative
tools
.
correct
incorrect
Connective
tools
correct
incorrect
Advertising tools
correct
incorrect
Creative
tools
correct
incorrect
*
not completed
.
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?
the level of tangibility associated with the type of product
correct
incorrect
performance-value.
correct
incorrect
variations in supply and demand
correct
incorrect
the way in which the service is delivered
correct
incorrect
*
not completed
.
A series of sequential actions that lead to predetermined outcomes when a service is performed correctly is called:____________
service recovery.
correct
incorrect
service quality.
correct
incorrect
service processes.
correct
incorrect
service failure.
correct
incorrect
*
not completed
.
These types of services try to shape attitudes or behaviour. In order to achieve this, these services have to be oriented to people's minds, This is referred to as:
Possession processing.
correct
incorrect
People processing.
correct
incorrect
Mental stimulus processing.
correct
incorrect
Information processing.
correct
incorrect
*
not completed
.
Which of the following is
not
one of the service processes?
People processing.
correct
incorrect
Possession processing.
correct
incorrect
Information processing.
correct
incorrect
Physical evidence.
correct
incorrect
*
not completed
.
This is when customers visit the service facility so that they are personally involved throughout the service delivery process:
high-contact services.
correct
incorrect
information processing services.
correct
incorrect
medium-contact services.
correct
incorrect
low-contact services.
correct
incorrect
*
not completed
.
A framework categorizes different services, which, in turn, influence the degree to which market offerings can be evaluated, and three main properties are identified:
search, experiment, and credence properties
correct
incorrect
search, experience, and credence properties.
correct
incorrect
sell, trust, and credence properties.
correct
incorrect
search, belief, and confidence properties.
correct
incorrect
*
not completed
.
An event that occurs when a customer interacts directly with a service is called:_____
service encounter.
correct
incorrect
service recovery.
correct
incorrect
service quality.
correct
incorrect
service failure.
correct
incorrect
*
not completed
.
A disconfirmation model and is based on the difference between the expected services and the actual perceived service is called::
SERVSAT
correct
incorrect
SERVNET
correct
incorrect
SERVQUAL
correct
incorrect
SERVMOD
correct
incorrect
*
not completed
.
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:
GAP 4-the gap between service delivery and external communications.
correct
incorrect
GAP 2-the gap between management perception and service-quality specification
correct
incorrect
GAP1
-
the gap between the customer's expectations and management perception.
correct
incorrect
GAP 3-the gap between service-quality specifications and service delivery.
correct
incorrect
*
not completed
.
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:
GAP 2-the gap between management perception and service-quality specification.
correct
incorrect
GAP1
-
the gap between the customer's expectations and management perception.
correct
incorrect
GAP 3-the gap between service-quality specifications and service delivery.
correct
incorrect
GAP 4-the gap between service delivery and external communications.
correct
incorrect
*
not completed
.
The development of customer experience marketing has been built on evolving ideas concerning:__________
service encounters, perceived value, relationship marketing, and customer retention.
correct
incorrect
service encounters, perceived value, relationship marketing, and building facilities.
correct
incorrect
service encounters, perceived value, service recovery, and customer satisfaction.
correct
incorrect
service encounters, perceived value, relationship marketing, and customer satisfaction.
correct
incorrect
*
not completed
.
________________ occur(s) where there is no prior history of exchange and no future exchanges are expected between a buyer and seller.
Relationship marketing
correct
incorrect
Service mix
correct
incorrect
Market exchanges
correct
incorrect
Service failure.
correct
incorrect
*
not completed
.
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:
Market exchanges.
correct
incorrect
Service failure.
correct
incorrect
Relationship marketing.
correct
incorrect
Shared responsibility.
correct
incorrect
*
not completed
.
A customer relationship lifecycle consists of four main stages:
customer acquisition, customer development,customer attraction and customer satisfaction.
correct
incorrect
customer acquisition, customer development, customer retention, and customer decline.
correct
incorrect
customer acquisition, customer development, service encounter and customer attraction .
correct
incorrect
service processes, customer retention, customer acquisition, and customer decline.
correct
incorrect
*
not completed
.
Which of the following is
not
the main stage in a customer relationship lifecycle?
Customer acquisition.
correct
incorrect
Customer development.
correct
incorrect
Customer satisfaction.
correct
incorrect
Customer decline.
correct
incorrect
*
not completed
.
Sellers encourage buyers to purchase increased quantities, to try other products, to engage with other added-value services, and to vary delivery times and quantities. These activities occur in:
Customer development phase.
correct
incorrect
Customer acquisition phase.
correct
incorrect
Customer decline phase.
correct
incorrect
Customer retention phase.
correct
incorrect
*
not completed
.
Sellers encourage buyers to purchase increased quantities, to try other products, to engage with other added-value services, and to vary delivery times and quantities. This is referred to as:___________
the customer acquisition phase.
correct
incorrect
the customer decline phase.
correct
incorrect
the customer development phase.
correct
incorrect
the customer retention phase.
correct
incorrect
*
not completed
.
It has been claimed that the three major outcomes from the development of relationship trust are satisfaction, ___________, and continuity (Pavlou, 2002).
reduced perceived risk
correct
incorrect
service recovery.
correct
incorrect
Service processes.
correct
incorrect
efficiency.
correct
incorrect
*
not completed
.
When there is little or no personal contact between customer and service provider, this is classified as:
Low-contact service.
correct
incorrect
Medium-contact service.
correct
incorrect
High-contact service.
correct
incorrect
Intense-contact service.
correct
incorrect
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