Chapter 8 Self-test MCQs

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. Which of the following is not one of the four readily accepted distinguishing characteristics of services that create unique strategic challenges?

Separability correct incorrect

Intangibility correct incorrect

Heterogeneity correct incorrect

Perishability correct incorrect

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. Dealing with perishability, the peaks and troughs of demand, can mainly be handled through either ______ or ______

flexing capacity, shifting demand. correct incorrect

flexing demand, shifting supply. correct incorrect

flexing consumers' perceptions, shifting demand. correct incorrect

flexing demand, shifting capacity. correct incorrect

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. Services marketing mix has 7 Ps. What are the additional Ps to the original marketing mix?

People, properties, and physical evidence correct incorrect

Products, process, and place correct incorrect

People, process, and physical evidence correct incorrect

Price, process, and promotion correct incorrect

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. Which is not one of dimensions in the Parasuraman et al. (1991)'s service quality dimensions?

Reliability correct incorrect

Assurance correct incorrect

Empathy correct incorrect

Perishability correct incorrect

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. In ________ the organization uses the customer as a co-producer of the service or good created (Vargo and Lusch, 2004).

producer dominant logic correct incorrect

customer dominant logic correct incorrect

product dominant logic correct incorrect

service dominant logic correct incorrect

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. There are four different competitive approaches to decoupling. Which is not one of them?

Streamlined service correct incorrect

Cost leaders correct incorrect

Dedicated service correct incorrect

Premium service correct incorrect

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. There are two main types of strategic alliance for services: ________ alliances and ________ alliances.

product-sharing, asset-sharing correct incorrect

brand-sharing, service-sharing correct incorrect

brand-sharing, asset-sharing correct incorrect

promotion-sharing, brand-sharing correct incorrect

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. Which of the below is not one of the steps suggested by Stuart (2006) in the seven steps model for use by service managers to offer not just a good, but an outstanding service experience?

Focus on integration and communication correct incorrect

To communicate extensively with visual cues correct incorrect

Never to lose sight of the main stage correct incorrect

Provide price discounts and incentives correct incorrect

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. Fill in the blanks with the correct order. Perceptions of ______ lead to_____, which in turn leads to positive_______, which leads on to sales and profits.

service speed, customer satisfaction, purchase intentions correct incorrect

customer interest, service quality, purchase intentions correct incorrect

service quality, customer satisfaction, purchase intentions correct incorrect

customer satisfaction, service quality, purchase behaviour correct incorrect

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. Which of the following is not one of the segmentation approaches that facilitates the firm success as per Arnold et al (1999)?

Identify the most attractive customers. correct incorrect

Restructure business to cater to their needs. correct incorrect

Create a basis for sustainable perceptual differentiation. correct incorrect

Establish an organizational entity that stays focused on profitability. correct incorrect