This question bank verified by Studydeets

Questions Bank

All Questions
Filter by:
Question 1
Free
True/False

A service is a product in the sense that it represents a bundle of benefits that can satisfy customer wants and needs with physical form.

Choose correct answer/s

True

False

Check answer
Question 2
Free
True/False

It is widely accepted that today we operate in an economy that is increasingly focused on tangible offerings-goods-instead of just services.

Choose correct answer/s

True

False

Check answer
Question 3
Free
True/False

In today's workplace, everyone is involved in service in some way, and everyone has customers either outside or inside the firm, or both.

Choose correct answer/s

True

False

Check answer
Question 4
Free
True/False

A service-centered perspective is very consistent with a customer-centric approach in which people, processes, systems, and other resources are to be aligned to best serve customers.

Choose correct answer/s

True

False

Check answer
Question 5
Free
True/False

Services possess several distinct characteristics that are different from those of physical goods, including intangibility, inseparability, variability, and perishability.

Choose correct answer/s

True

False

Check answer
Question 6
True/False

Customer trial is one way to overcome the problem of marketing an intangible service.

Choose correct answer/s
True
False
To unlock the question
Question 7
True/False

Employees play a critical role in the success of services because of their inseparability and variability.

Choose correct answer/s
True
False
To unlock the question
Question 8
True/False

A fundamental rule in marketing is to set high customer expectations.

Choose correct answer/s
True
False
To unlock the question
Question 9
True/False

One of the causes of switching behavior is unfair pricing.

Choose correct answer/s
True
False
To unlock the question
Question 10
True/False

As noted in the text, Caesars Entertainment has found that its ROI for customers in the "Zone of Defection" is considerably higher than in the other zones.

Choose correct answer/s
True
False
To unlock the question
Question 11
True/False

The ultimate Caesars customer is the "apostle"; they are highly satisfied, fiercely loyal, frequent Caesars guests who serve as strong advocates for the Caesars experience to friends and acquaintances.

Choose correct answer/s
True
False
To unlock the question
Question 12
True/False

Research indicates that investing in indifferent customers to improve their satisfaction truly maximizes their profitability to a brand.

Choose correct answer/s
True
False
To unlock the question
Question 13
True/False

Providers of professional services such as doctors, lawyers, and accountants use their degrees and designations to convey a level of trust to a purchaser.

Choose correct answer/s
True
False
To unlock the question
Question 14
True/False

There is a debate about whether students in business education are "customers" or products that need to be branded.

Choose correct answer/s
True
False
To unlock the question
Question 15
True/False

Services tend to exhibit high experience and credence attributes.

Choose correct answer/s
True
False
To unlock the question
Question 16
True/False

When Dominoes promises delivery within 30 minutes, but it actually takes 45 minutes, Dominoes is demonstrating gap 1: management's perceptions of customer service expectations versus actual customer expectations of service.

Choose correct answer/s
True
False
To unlock the question
Question 17
True/False

The fifth and final service gap involves customers' perceived service versus actual customer expectations of service.

Choose correct answer/s
True
False
To unlock the question
Question 18
True/False

Service failure, when properly handled through service recovery, does not necessarily impact customer satisfaction.

Choose correct answer/s
True
False
To unlock the question
Question 19
True/False

Exceeding customer expectations is often referred to as customer delight.

Choose correct answer/s
True
False
To unlock the question
Question 20
True/False

The ability to provide prompt service and to respond quickly to customer requests is called reliability.

Choose correct answer/s
True
False
To unlock the question