Transcript
TOP 10 Learning Questions for
Chapter 13Designing and Managing
Services
Michael Dominic R. MercadMay 26, 2010
1. Service is an act or performance one party can offer that is essentially _____.
A. TangibleB. IntangibleC. VariableD. MeasurableE. Perishable
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2. ___________ describes the employees skill in serving the customer.
A. Internal MarketingB. External MarketingC. Interactive MarketingD. Holistic MarketingE. Quality Marketing
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3. The following are categories of service mix, except?
A. Pure tangible goodB. Tangible good with accompanying
servicesC. HybridD. Minor service with accompanying
minor goods and servicesE. Pure service
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4. These strategies can produce better match between demand and supply in a service business, except?
A. Differential pricingB. Reservation systemC. Nonpeak demandD. Complementary servicesE. Monitor customer satisfaction
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5. Which of the following is true?
A. Part-time employees can serve peak demands.
B. Facilities for future expansion is not a an option.
C. Shared services is a way to manage demand level.
D. Complementary service can shift some demand from peak to off-peak periods.
E. Nonpeak demands cannot be cultivated.
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A. Top service companies are “customer obsessed”.
B. The best service providers set high service quality standards.
C. Consumers value convenience in services.
D. Management have a thorough commitment to service quality.
E. Top firms audit only their own service performance.
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6. Which of the following is false?
7. A restobar with great food and entertainment is an example of?
A. Pure Tangible goodB. Tangible good with accompanying
serviceC. Hybrid goods and servicesD. Major service with accompanying
minor goods and servicesE. Pure service
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8. What is the supply strategy of self-service gas stations?
A. Part-time employees B. Peak-time efficiencyC. Increased customer participationD. Shared servicesE. Facilities for future expansion
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A. Differential pricing B. Nonpeak demandC. Complementary servicesD. Reservation systems
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9. What demand strategy should badminton courts flooded with players apply?
10. Vacation resort ads not using actual pictures resulting to disappointed clients is an example of?
A. Gap between consumer expectation and management perception
B. Gap between management perception and service-quality specification.
C. Gap between service-quality specifications and service delivery.
D. Gap between service delivery and external communications.
E. Gap between perceived services and expected services.
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TOP 10 Learning Answers for
Chapter 13Designing and Managing
Services
Michael Dominic R. MercadMay 26, 2010
1. Service is an act or performance one party can offer that is essentially _____.
A. TangibleB. IntangibleC. VariableD. MeasurableE. Perishable
13
2. ___________ describes the employees skill in serving the customer.
A. Internal MarketingB. External MarketingC. Interactive MarketingD. Holistic MarketingE. Quality Marketing
14
3. The following are categories of service mix, except?
A. Pure tangible goodB. Tangible good with accompanying
servicesC. HybridD. Minor service with accompanying
minor goods and servicesE. Pure service
15
4. These strategies can produce better match between demand and supply in a service business, except?
A. Differential pricingB. Reservation systemC. Nonpeak demandD. Complementary servicesE. Monitor customer satisfaction
16
5. Which of the following is true?
A. Part-time employees can serve peak demands.
B. Facilities for future expansion is not a an option.
C. Shared services is a way to manage demand level.
D. Complementary service can shift some demand from peak to off-peak periods.
E. Nonpeak demands cannot be cultivated.
17
A. Top service companies are “customer obsessed”.
B. The best service providers set high service quality standards.
C. Consumers value convenience in services.
D. Management have a thorough commitment to service quality.
E. Top firms audit only their own service performance.
18
6. Which of the following is false?
7. A restobar with great food and entertainment is an example of?
A. Pure Tangible goodB. Tangible good with accompanying
serviceC. Hybrid goods and servicesD. Major service with accompanying
minor goods and servicesE. Pure service
19
8. What is the supply strategy of self-service gas stations?
A. Part-time employees B. Peak-time efficiencyC. Increased customer participationD. Shared servicesE. Facilities for future expansion
20
9. What demand strategy should badminton courts flooded with players apply?
A. Differential pricing B. Nonpeak demandC. Complementary servicesD. Reservation systems
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10. Vacation resort ads not using actual pictures resulting to disappointed clients is an example of?
A. Gap between consumer expectation and management perception
B. Gap between management perception and service-quality specification.
C. Gap between service-quality specifications and service delivery.
D. Gap between service delivery and external communications.
E. Gap between perceived services and expected services.
22
TOP 10 Learning Questions for
Chapter 13Designing and Managing
Services
Michael Dominic R. MercadMay 26, 2010
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