question

The pre-purchase stage includes all of the following steps except: a. Need Awareness b. Making a purchase decision c. Information search d. Evaluation of alternatives e. Evaluation of service performance

answer

e. Evaluation of service performance

question

This term refers to the level of service customers actually anticipate receiving. a. Desired service b. Predicted service c. Adequate service d. Zone of tolerance e. Situational factors

answer

b. Predicted service

question

All of the following are categories of perceived risk except: a. Temporal b. Physical c. Social d. Functional e. Evidence management

answer

e. Evidence management

question

Experience attributes are: a.Tangible characteristics customers can evaluate before purchase b.Characteristics that customers find hard to evaluate even after consumption c.Those that cannot be evaluated before purchase ** d.Customers assess attributes and risk related to a service offering e.The part of the service organization's physical environment that is visible to and experienced by a customer.

answer

c.Those that cannot be evaluated before purchase

question

5. Which of the following is a one of the three main stages of service consumption? a. Service Encounter ** b. Need Arousal c. Formation of expectations d. Repurchase e. Consideration set

answer

a. Service Encounter

question

Which factor is not causing rapid growth of the service sector? a. Government policies b. Social changes c. Globalization d. Outsourcing e. Advances in information

answer

d. Outsourcing

question

7. Services have different characteristics than goods, which of the following is not a differing characteristic? a. Intangibility b. Business trends c. Heterogeneity d. Inseparability of production and consumption e. Perishability of output (IHIP)

answer

b. Business trends

question

which of the following is the best direct example(s) of people processing? a. Education/Teacher b. Accounting c. Hairstylist d. Banker e. Advertising PR

answer

c. Hairstylist

question

Which of the following is the following is the best direct example(s) of possession processing? a. Healthcare/Nurse b. Passenger transportation c. Legal services d. Nail Technician e. Repair & Maintenance

answer

e. Repair & Maintenance

question

Which of the following is not part of the framework for developing effective services marketing strategies? a. Applying the 4 Ps of marketing to services b. Designing and managing the customer interface c. Striving for service excellence d. Developing customer relationships e. Servicescape

answer

e. Servicescape

question

All the following are factors causing rapid growth in the service sector, and are among the powerful forces transforming today's service markets except. a. Advances in Information Technology b. Government Policies c. Social Changes d. Non-Migration e. Globalization

answer

d. Non-Migration

question

Characteristics of the marketing of services include all the following except. a. Manufactured Goods b. Intangibility c. Heterogeneity (variability) d. Inseparability of production and consumption e. Perishability of output

answer

a. Manufactured Goods

question

Call center operations that have been relocated to India or the Philippines would be an example of ______________ due to globalization forces. a. Wireless networking b. "Offshoring" of customer service c. Changes in regulation d. Privatization e. Immigration

answer

b. "Offshoring" of customer service

question

The four broad categories of services include all the following classifications except. a. People Processing b. Mental Stimulus Processing c. Brand Processing d. Possession Processing e. Information Processing

answer

c. Brand Processing

question

One of the forces that transforms and impacts the service economy is Business Trends which includes all of the following except. a. Growth in franchising b. Marketing emphasis by nonprofits c. More strategic alliances d. Push to increase shareholder value e. Faster more powerful software

answer

e. Faster more powerful software

question

Economic activities offered by one party to another is the definition of a. Services b. Physical Environment c. Developing Customer Relationships d. Striving for Service Excellence e. Product

answer

a. Services

question

Service distribution may take place through physical or electronic channels, depending on the nature of the service describe which of the 7 Ps? a. Product Elements b. Price and Other User Outlays c. Place and Time d. Process e. Promotion and Education

answer

c. Place and Time

question

Designing and Managing the Customer Interface is which part of the framework for developing effective services marketing strategies a. Part I b. Part II c. Part III d. Part IV e. Part V

answer

c. Part III

question

Which of the following is not a factor causing rapid growth of the service sector? a. Government policies b. Social changes c. Business trends d. Globalization e. People

answer

e. People

question

20. Which of the following is not one of the four broad categories of services? a. People processing b. Expertise c. Possession processing d. Mental stimulus processing e. Information processing

answer

b. Expertise

question

_________ add(s) extra value and appeal for customers. a. Core product b. Flower of Service c. Enhancing supplementary services d. Facilitating supplementary services e. Billing

answer

c. Enhancing supplementary services

question

__________ is a key supplementary element that comes into play once customers are ready to buy. a. Information b. Order taking c. Branding equity d. Payment e. Reservations

answer

b. Order taking

question

________ consists of advice from a knowledgeable service person in response to the request: "What do you suggest?" a. Self-service b. Consultation c. Counseling d. Exceptions e. Hospitality

answer

b. Consultation

question

_________ is when customers want assistance with their personal possessions when visiting a service site. a. Safekeeping b. Special requests c. Branded house d. Branding strategies e. Bundle of output

answer

a. Safekeeping

question

For __________, the product brand dominates, but the corporate name is still featured. a. Endorsed brands b. House of brands c. Multi-brand strategy d. Subbrands e. Service tiering

answer

a. Endorsed brands

question

________ add(s) extra value and appeal for customers. a. Core product b. Flower of Service c. Enhancing supplementary services d. Facilitating supplementary services e. Billing

answer

c. Enhancing supplementary services

question

______ is a key supplementary element that comes into play once customers are ready to buy. a. Information b. Order taking c. Branding equity d. Payment e. Reservations

answer

b. Order taking

question

________ consists of advice from a knowledgeable service person in response to the request: "What do you suggest?" a. Self-service b. Consultation c. Counseling d. Exceptions e. Hospitality

answer

b. Consultation

question

________ is when customers want assistance with their personal possessions when visiting a service site. a. Safekeeping b. Special requests c. Branded house d. Branding strategies e. Bundle of output

answer

a. Safekeeping

question

For __________, the product brand dominates, but the corporate name is still featured. a. Endorsed brands b. House of brands c. Multi-brand strategy d. Subbrands e. Service tiering

answer

a. Endorsed brands

question

In the information search, several alternatives come to mind and form the __________. a. Consideration set b. Evaluation of alternatives c. Evoked set d. Information search e. Need arousal

answer

c. Evoked set

question

The __________ Stage is the stage of service consumption where there is awareness of need. a. Post-purchase b. Pre-purchase c. Purchase decision d. Service consumption e. Service encounter

answer

b. Pre-purchase

question

The __________ holds that consumers use product attributes that are important to them, to evaluate and compare alternative offerings of firms in their consideration set. a. Conjunctive rule b. Linear compensatory rule c. Multi-attribute Model d. Credence attributes e. Experience attributes

answer

c. Multi-attribute Model

question

_______ is/are tangible characteristics a customer can evaluate before purchase. a. Search attributes b. Evidence management c. Financial risk d. Functional risk e. Perceived risk

answer

a. Search attributes

question

Richard Norman borrowed the __________ metaphor from bullfighting to show the importance of contact points with customers. a. Physical risk b. Psychological risk c. Sensory risk d. Social risk e. "Moments of Truth"

answer

e. "Moments of Truth"

question

______is many services, especially those involving people processing or possession processing, require physical facilities for delivery? a. Product Flow b. Negotiation Flow c. Information and Promotion Flow d. Telecommunications Channels of Distribution e. Physical Channels of Distribution

answer

a. Product Flow

question

Which of the following is not a petal on the eight petals of the Flower of Service? a. Billing b. Exceptions c. Safekeeping d. Hospitality e. Ministores

answer

e. Ministores

question

Which of the following is not an attracting factor for customers to visit virtual stores? a. Convenience b. Ease of search c. Broader Selection d. Locational Constraints e. Potential better pricing

answer

d. Locational Constraints

question

Success factors for franchisors include all the following except? a. Ability to achieve a larger size with a more recognizable brand name. b. Offering franchisees fewer supporting services but longer-term contracts. c. Letting franchisees take over service delivery d. Having lower overhead per outlet e. Building a cooperative rather than controlling relationship.

answer

c. Letting franchisees take over service delivery

question

Which of the following is NOT a Service Delivery Innovation Facilitated by Technology? a. Smart Phones b. Locating in Multi-Purpose Facilities c. Wi-Fi or Wireless Internet d. Voice Recognition technology e. Smart Cards

answer

b. Locating in Multi-Purpose Facilities

question

Which of the following is NOT one of the main factors a consumer considers before choosing a channel of service? a. Risk level of service b. Knowledge of service c. Functional aspects d. Confidence in service e. Value creation

answer

e. Value creation

question

Reaching an agreement on the service features and configuration, and the terms of the offer so that a purchase contract can be closed is what type of distribution flow? a. Information b. Promotion c. Negotiation d. Product e. Exceptions

answer

c. Negotiation

question

which of the following is NOT one of the Information Processes on the Flower of Service model? a. Billing b. Payment c. Consultation d. Order Taking e. Safekeeping

answer

e. Safekeeping

question

Which of the following is NOT among factors attracting customers into virtual stores? a. Hospitality b. Convenience c. Ease of search d. Broader selection e. Prompt delivery

answer

a. Hospitality

question

Which of the following is NOT an advantage to franchising? a. Fast growth b. Highly motivated franchisees c. High-quality service operations d. Cost-effective operations e. Control over delivery system

answer

e. Control over delivery system

question

Which of the following is not one of the organizations that have come to recognize that the service environment is an important part of their services marketing mix and overall value proposition? a. Hospitals b. Hotels c. Restaurants d. Offices of Professional Service Firms e. Grocery Stores

answer

e. Grocery Stores

question

All of the following are tools that can be used by managers to guide servicescape design, except: a. Keen Observation b. "Wayfinding" Systems c. Photo Audit d. Field Experiments e. Blueprinting

answer

b. "Wayfinding" Systems

question

One of the main dimensions of the service environment in the servicescape model is: a. Ambient Conditions b. Shaping Customers' Experience and Behaviors c. Conveying the Planned Image of the Firm d. Enhanced Service Quality and Productivity e. Russell's Model of Affect

answer

a. Ambient Conditions

question

The field of environment psychology studies: a. How to Facilitate the Service Encounter b. How the Design of Hospitals helps Patients Recover c. How We Can Better Change Individual's Feelings and their Effects on Response Behaviors d. How Service Environments can be Designed e. How People Respond to Particular Environments

answer

e. How People Respond to Particular Environments

question

The common association and human response to the color orange is: a. Optimism, Clarity, Intellect, and Mood Enhancing b. Emotions, Expressions, and Warmth c. Meditation and Spirituality d. Nurturing, Healing, and Unconditional Love e. Relaxation, Serenity, and Loyalty

answer

b. Emotions, Expressions, and Warmth

question

What term referes to the interpersonal encounters in which efforts are made to educate customers and promote a particular brand or product? a. The 5ws b. Personal Selling c. Sales promotion d. Direct marketing e. Trade shows

answer

b. Personal Selling

question

___________ has a powerful influence on people's decisions to use (or avoid using) a service. a. Word of mouth b. Frontline employees c. Self-service delivery points d. Service outlets e. Blogs

answer

a. Word of mouth

question

Which is not a challenge that intangibility of services presents for communication? a. Abstractness b. Generality c. Nonsearchability d. Mental e. Metaphors

answer

e. Metaphors

question

To achieve the communications objectives, we can use a variety of communications channels, not including: a. Advertising b. Telemarketing c. Internet d. Tangible cues e. New media

answer

d. Tangible cues

question

Which of the following is not part of the marketing communication mix? a. Personal communication b. Publicity and public relations c. Corporate design d. Online privacy e. Instructional materials

answer

d. Online privacy

question

What refers to the lack of one-on-one connection with physical objects? a. Abstraction b. Problems c. Generality d. Match Capacity e. Traditional Marketing Channels

answer

a. Abstraction

question

Which one of these represents a broad target audience for any services communications strategy? a. Virtual Sales People b. Prospects c. Merrill Lynch d. Firm's Representative e. Service Outlets

answer

b. Prospects

question

Which type of marketing involves using channels that allow personalized messages to be sent to highly targeted micro-segments? a. Direct Marketing b. Communication c. Public Relations d. Trade Shows e. SAS International Hotels

answer

a. Direct Marketing

question

Which one of these is not a form of message transmitted through the internet? a. Personal Selling b. Company's Web site c. Banner Advertising d. Search Engine Advertising e. Online Advertising

answer

a. Personal Selling

question

__________ can be described as an online journal, diary, or news listing, where people can post anything, about whatever they like. a. Blogs b. Word of Mouth c. Customer Service Employees d. Media Coverage e. Consumer Privacy

answer

a. Blogs

question

All of the following are key processes involved in a CRM strategy except: a. Strategy development b. Value creation c. Data analysis d. Performance assessment e. Information management

answer

c. Data analysis

question

Reicheld and Sasser state that there are four factors that cause firm growth. Which of the following is not one of the factors? a. Profit derived from increase purchases b. Profit from reduces operating costs c. Profit from referrals to other customers d. Profit from price premiums e. Negative word of mouth from "defected" customers

answer

e. Negative word of mouth from "defected" customers

question

Life Time Value (LTV) calculations need to include all of the following exept: a. Acquisition costs b. Revenue streams c. Expected number of years the customer will stay with the firm d. Special treatment benefits e. Discount rate for future cash flows

answer

d. Special treatment benefits

question

Which segment sees high value in our offer, spends more with our offer, costs less to maintain, and spreads positive word-of mouth a. Gold b. Iron c. Lead d. Platinum e. Silver

answer

d. Platinum

question

Common causes for customers to switch include all of the following except: a. Core service failures and dissatisfaction b. Perception that pricing is deceptive and unfair c. Inconvenience d. Loyalty e. Poor response to service failure

answer

d. Loyalty

question

Which cycle captures the effect of a strategy? a. Organization/ Client conflicts b. The Cycle of Success c. Inter-client Conflicts d. The Cycle of Mediocrity e. The Cycle of Failure

answer

e. The Cycle of Failure

question

Which is not a way of motivating or energizing people? a. Pay b. Bonus c. Job Comfort d. Feedback e. Develop team structures

answer

e. Develop team structures

question

Which is an aspect in a firm that service employees need to be trained on? a. Interpersonal and technical skills b. Use multiple structural interviews c. Observe candidate behavior d. Conduct personal test e. Give applicants a realistic Preview of the Jobs

answer

a. Interpersonal and technical skills

question

Which of the following is not a job content? a. Variety of difficult activities b. Needs the completion of the whole pieces of work c. Has an impact on the lives of others d. Define goals and share them with team members e. Comes with the freedom and flexibility

answer

d. Define goals and share them with team members

question

Which of the following is NOT a level of employee involvement? a. Suggestion involvement b. Low customer turnover c. Customer loyalty d. High profit margins e. High customers satisfaction

answer

a. Suggestion involvement

question

Which one of the following is not included in the full range of rewards used to motivate and energize your people? a. Pay b. Bonus c. Empower the frontline d. Job comfort e. Feedback and recognition

answer

c. Empower the frontline

question

Which of the following is not one of the methods to identify the best candidates in their application pool? a. Use multiple structured interviews b. Observe candidate behavior c. Conduct personality tests d. Give applicants a realistic preview of the job e. Select the right people

answer

e. Select the right people

question

People are motivated and satisfied simply by knowing that they are doing a good job. This is true especially if the job: a. Comes with freedom and flexibility b. Identifies what the team will achieve c. Shares perception of what is important in an organization d. Shares values and beliefs of why things are important e. Keeps team members informed of goal achievements

answer

a. Comes with freedom and flexibility

question

Which of the following is not included in the employee cycle of failure a. Low profit margins b. Employee becomes bored c. Minimization of selection effort d. High customer turnover e. Use of technology to control quality

answer

d. High customer turnover

question

All of the following are included in the customer cycle of medioctity except a. Customer trade horror stories b. Other suppliers seen as equally poor c. Narrow design of jobs d. Customer dissatisfaction e. Services not focused on customer needs

answer

c. Narrow design of jobs

question

Which of the following is not a factor of customers switching to other providers instead of being loyal? a. Core service failures b. Dissatisfactory service encounter c. Low pricing d. Inconvenience of time e. Poor service failure response

answer

c. Low pricing

question

The sum of the anticipated annual profit on each customer for the projected relationship lifetime, suitably discounted each year into the future is known as a. Annual Revenues and Costs b. Net Present Value of a customer c. Acquisition Revenues Less Costs d. Value of Referrals e. Profit from price premium

answer

b. Net Present Value of a customer

question

Building a foundation for loyalty consists of all of the following except a. Targeting the right customers b. Searching for value, not just volume c. Managing customer base through effective tiering of service d. Customer satisfaction and service quality e. Addressing Key Churn Drivers

answer

e. Addressing Key Churn Drivers

question

Which of the following is not a part of the Multichannel Integration process? a. Target segments b. Sale Forces c. Telephony d. Mobile Commerce e. Electronic Commerce

answer

a. Target segments

question

What kind of bond is based on personal relationships between providers and customers? a. Social b. Customization c. Structural d. Higher-level e. Financial Reward

answer

a. Social

question

________ is a visual map of the sequence of activities required for service delivery that specifies front-stage and backstage elements and the linkages between them. a. Positioning b. Photo audit c. Blueprinting d. Spatial layout

answer

c. Blueprinting

question

Internal customer and employee responses can be grouped into which of the following categories? a. Holistic View b. Signs, symbols, and artifacts c. Field experiments d. Space/function e. Emotional Responses

answer

e. Emotional Responses

question

Ambient conditions refer to the characteristics that relate to senses. Which of the following is not included in these senses? a. Lighting and color schemes b. Size and shape perceptions c. Sounds d. Arousal e. Temperature

answer

d. Arousal

question

Alain d'Astous explored environmental aspects that irritate shoppers. Of his findings which problem was a variable of environmental design? a. The store is too small b. It is too hot inside the store c. There is a bad smell in the store d. The store is not clean e. The music inside the store is too loud.

answer

a. The store is too small

question

85. Research has shown that in designing the hospital service scape we can reduce risks and contribute to patient well being and recovery, staff welfare and productivity. Which of the following was not included in the recommendations? a. Improve lighting b. Provide distractions for patients c. Reduce noise level d. Provide single bedrooms e. Field experiments

answer

e. Field experiments

question

These particular intercept surveys are typically conducted after customers have completed a specific transaction? a. Total marketing surveys b. Annual surveys c. Transactional surveys d. Service feedback cards e. Mystery shopping

answer

c. Transactional surveys

question

All the following are key objectives of an effective customer feedback system except? a. Assessment & benchmarking of service quality b. Assessment & benchmarking of performance c. Customer driven learning & improvements d. Focus group discussions & service reviews e. Creating a customer oriented service culture

answer

d. Focus group discussions & service reviews

question

Which service performance report is recommended quarterly? a. Service performance report b. Service performance review c. Customer satisfaction survey d. Service performance update e. Control chart

answer

b. Service performance review

question

Which tool used to analyze and address service quality problems involves a cause-and-effect analysis? a. Blueprinting b. Online customer feedback survey c. Root cause analysis: The Fishbone Diagram d. Unsolicited customer feedback e. Pareto Analysis

answer

c. Root cause analysis: The Fishbone Diagram

question

______ refers to the output that one can get from a certain amount of inputs? a. Effectiveness b. Fed Ex center Comment Cards c. Productivity d. Target customer satisfaction survey e. Efficiency

answer

c. Productivity

question

Of the five dimensions of service quality, which includes credibility, security, competence, and courtesy? a. Intangible b. Productivity c. Biometrics d. Courtesy e. Assurance

answer

e. Assurance

question

_________ refers to approachability and ease of contact. a. Communication b. Competence c. Access d. Credibility e. Empathy

answer

c. Access

question

The __________ is the difference between service standards and the service delivery teams' actual performance on these standards. a. Reliability b. Communications gap c. Knowledge gap d. Delivery gap e. Perceptions gap

answer

d. Delivery gap

question

94. delivery channels, such as the Internet or __________ machines, improves productivity. a. Front-stage b. Backstage c. Financial value d. Self-service e. Assessment

answer

d. Self-service

question

Total market surveys and ________ typically measure satisfaction with all major customer service processes and products. a. Annual surveys b. Feedback loop c. Mystery shopping d. Focus group discussion e. Input

answer

a. Annual surveys

question

Which one of these concerns the compensation that a customer receives as a result of the losses and inconveniences caused by the service failure? a. Interactional Justice b. Outcome Justice c. Perceived Fairness d. Procedural Justice e. Service Recover Process

answer

b. Outcome Justice

question

Which is NOT part of the guideline for frontline employees to effectively handle a customer's complaint? a. Act fast b. Argue with the customer c. Give customers benefit of the doubt d. Consider compensation e. Show that you understand the problem from the customers point of view

answer

b. Argue with the customer

question

98. Which condition is NOT part of the service guarantee criteria that Hart mentions? a. Unconditional b. Hard to understand c. Easy to invoke d. Credible e. Easy to collect on

answer

b. Hard to understand

question

99. Which is NOT part of the strategy to reduce customer complaint barriers a. Put customer service hotline numbers on all customer communications materials b. Have service recovery procedures in place and communicate this to customers c. Thank customers for their feedback d. Ignore all customers complaints e. Train service employees not to hassle and to make customers feel uncomfortable

answer

d. Ignore all customers complaints

question

Which one of these categories best describes the type of customer that would physically abuse the service facilities and equipment? a. The Vandal b. The Cheat c. The Deadbeat d. The Belligerent e. The Thief

answer

a. The Vandal

question

________ refers to when a customer switches to another provider. a. Defection b. No action c. Private action d. Public action e. Service failure

answer

a. Defection

question

102. Consumers often complain to recover some economic loss by seeking a refund, __________, and/or have the service performed again. a. Anger b. Compensation c. Concern for others d. Customer complaining behavior e. Customer feedback system

answer

b. Compensation

question

________ refers to the policies and rules that any customer has to go through to seek fairness. a. Interactional justice b. Outcome justice c. Perceived fairness d. Procedural justice e. Restitution

answer

d. Procedural justice

question

The __________ paradox describes where customers who experience an excellent service recovery after a failure feel even more satisfied than a customer who had no problems in the first place. a. Complaint handling b. Customer satisfaction c. Service recovery d. Loyalty e. "Double deviation"

answer

c. Service recovery

question

_________ refers to establishing a distinctive place in the minds of customers relative to the attributes possessed by or absent from competing products. a. Full satisfaction b. Affected customer c. Feedback d. Positioning e. Revenue management practices

answer

d. Positioning

question

Which of the following can be defined as all aspects of the service are covered by the guarantee, there are no exceptions? a. Single attribute-specific guarantee b. Full- satisfaction guarantee c. Combined guarantee d. Multiattribute- specific guarantee e. No fault guarantee

answer

b. Full- satisfaction guarantee

question

What proportion of unhappy customers actually complain? a. 5-10% b. 15-25% c. 25-35% d. 35-45% e. 45-55%

answer

a. 5-10%

question

Which of the following is not one of the guidelines for Front -Lines: How to handle complaining customers and recover from a service failure? a. Consider compensation b. Keep customers informed of progress c. Act fast d. Don't argue with customers e. Don't give customers the benefit of the doubt

answer

e. Don't give customers the benefit of the doubt

question

____________ describes the phenomenon where customers who experience an excellent service recovery after a failure feel even more satisfied than customers who had no problem in the first place. a. Procedural fairness b. Interactional-justice c. Outcome- justice d. Service recovery paradox e. Customer-justice

answer

d. Service recovery paradox

question

110. The following enable effective service recovery except: a. Feedback b. Proactive c. Planned d. Trained e. Empowered

answer

a. Feedback

question

Which of the following is a challenge faced by franchisees? a. High fees b. Difficulty in maintaining and motivating franchises c. Highly publicized disputes and conflict d. Control of customer relationship by intermediary e. Inconsistent quality

answer

a. High fees

question

112. All of the following are benefits for companies in electronic distribution services, except? a. Price Competition b. Customer convenience c. Wide distribution d. Low costs e. Quick customer feedback

answer

a. Price Competition

question

_____ include all forms of service provision through television, telephone, interactive multimedia, and computers. a. Franchisees b. Electronic channels c. Agents d. Brokers e. Service principal

answer

b. Electronic channels

question

114. All of the following could cause channel conflict between a service provider and an intermediary except? a. Great dependency between service principal and intermediary b. Sharing mutual goals c. Competing roles and rights d. Conflicting views about performance e. Difference in goals

answer

b. Sharing mutual goals

question

115. With a (an)_______the service principal believes that intermediaries will perform best results when it creates standards both for revenues and service performance, and compensates or rewards on the basis of performance? a. Consultation strategy b. Cooperation strategy c. Empowerment strategy d. Control strategy e. Partnering strategy

answer

d. Control strategy

question

_________ refers to using elements in the environment to communicate to the intended audience about the distinctive nature and quality of the service experience. a. Differentiation b. Message-creating medium c. Attention-creating medium d. Enhance productivity e. Image

answer

b. Message-creating medium

question

_________ refers to using colors, textures, sounds, scents, and spatial design to enhance the desired service experience. a. Effect-creating medium b. Positioning c. Service environments d. Servicescapes e. Value proposition

answer

a. Effect-creating medium

question

_________ refers to how stimulated the individual feels. a. Affective expectations b. Affective processes c. Approach d. Arousal e. Avoidance

answer

d. Arousal

question

________ is a direct response to the environment, depending on how much an individual likes or dislikes the environment. a. Behavioral consequences b. Cognitive processes c. Environmental psychology d. Cognitive responses e. Pleasure

answer

e. Pleasure

question

________ refers to the effects of selected fragrances on people. a. Ambient conditions b. Aromatherapy c. Brilliance d. Odor remediation e. Sensory branding

answer

b. Aromatherapy

question

________ involves efforts to generate positive interest in an organization. a. Public relations b. Capacity c. Communications d. Customer involvement e. Demand

answer

a. Public relations

question

__________ refers to concepts such as financial security, investment-related matters, expert advice, or safe transportation that do not correspond directly with physical objects. a. Differentiate b. Position c. Promotion and education d. Value proposition e. Abstractness

answer

e. Abstractness

question

________ refers to items that compromise a class of objects, persons, or events. a. Advertising strategies b. Case history episode c. Consumption documentation d. Generality e. Intangibility

answer

d. Generality

question

Many of service attributes cannot be searched or inspected before they are purchased. This is referred to as __________. a. Mental impalpability b. Metaphors c. Nonsearchability d. Performance documentation e. Reputation documentation

answer

c. Nonsearchability

question

Using __________ is one strategy commonly used in advertising. a. System documentation b. Tangible cues c. 5 Ws Model d. Employees e. Prospects

answer

b. Tangible cues

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