Final exam pool items (Chs. 9, 11, 12, 13, 14, 15 & 17 not 18)
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ANS: D PTS: 1 REF: 160 OBJ: 11-2 TYPE: Comp TOP: AACSB Reflective Thinking | TB&E Model Strategy | TB&E Model Customer 21. It is difficult to achieve consistency and standardization of services because of which service characteristic?
ANS: E PTS: 1 REF: 160 OBJ: 11-2 TYPE: Def TOP: AACSB Reflective Thinking | TB&E Model Product
ANS: A Heterogeneity causes inconsistency and lack of standardization. Training helps to alleviate these conditions. PTS: 1 REF: 160 OBJ: 11-2 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Product 23. Which of the following is NOT a method firms can use to reduce the inherent variability of services?
ANS: D
Providing tangible cues will not increase the consistency or reliability of the service itself. PTS: 1 REF: 160-161 OBJ: 11-2 TYPE: Comp TOP: AACSB Reflective Thinking | TB&E Model Strategy 24. Due to service _____, services cannot be stored, warehoused, or inventoried.
ANS: D PTS: 1 REF: 161 OBJ: 11-2 TYPE: Def TOP: AACSB Reflective Thinking | TB&E Model Product 25. Alabama Adventure, an amusement park in Birmingham, offers reduced rates on weekdays and higher prices for those who want to attend on weekends. It also offers lower prices for patrons who enter the park after 4 p.m. This is a way to contend with the service characteristic of:
ANS: B Differential pricing tries to even out demand. This is important because services cannot be stored, inventoried, or warehoused. PTS: 1 REF: 161 OBJ: 11-2 TYPE: Comp TOP: AACSB Reflective Thinking | TB&E Model Product | TB&E Model Pricing 26. Virtual Bellhop is a service provider that ships awkward sporting goods to vacation destinations so its customers do not have to worry about lugging them through airports or having them damaged in transit. During the summer months and December, the company is extremely busy packaging and shipping sporting gear. During other months that are not popular vacation months, it may only have one customer a day. This inconsistency of demand means Virtual Bellhop has to deal with the problems associated with the service characteristic of:
ANS: C
Services cannot be stored, inventoried, or warehoused. PTS: 1 REF: 161 OBJ: 11-2 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Product | TB&E Model Customer 27. Which of the following is NOT a service component customers use to evaluate service quality?
ANS: A PTS: 1 REF: 161 OBJ: 11-3 TYPE: Def TOP: AACSB Reflective Thinking | TB&E Model Product | TB&E Model Customer 28. Western Union allows people in one nation or one area of the country to dependably, accurately, and consistently transfer funds to each other. In other word, Western Union provides which service quality to its users?
ANS: E Reliability is the ability to perform the service dependably, accurately, and consistently. PTS: 1 REF: 161 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Customer 29. Virtual Bellhop is a company that ships awkward sporting goods to vacation destinations so its customers to not have to worry about lugging them through airports or having them damaged in transit. Thus far, its record for getting the sporting equipment to the correct destination for the vacationer is perfect. This indicates the company excels at which component of service quality?
ANS: C Reliability is the ability to perform the service dependably and consistently. PTS: 1 REF: 161 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Strategy 30. Many people would like to sell and buy on eBay, the most popular of the current Internet auction sites, but they have questions about the process and how to sell and price their merchandise. A company called Keen.com has set up a directory of specialists to whom you can address questions. When you choose a name and click on the "Call Now" button, the specialist is contacted and will personally call and answer your questions. Users can see the ratings given to each specialist by previous users before they contact that specialist. Which service component does Keen.com use to help its customers evaluate its service quality?
ANS: B Assurance refers to the knowledge and courtesy of the employees. Customer ratings would provide this information. PTS: 1 REF: 161 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Product | TB&E Model Customer 31. Courtney's mother died of breast cancer, and she is afraid of getting cancer. When she went to get a baseline mammogram, she wanted a facility where the personnel would not think her fears were silly and would answer all of her questions without making her feel stupid for asking them. By which of the following components of service quality is Courtney most likely to rate the mammogram provider?
ANS: A
Empathy refers to providing caring and individualized attention to customers. PTS: 1 REF: 161 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Product | TB&E Model Customer 32. Virtual Bellhop is a company that ships awkward sporting goods to vacation destinations so its customers to not have to worry about lugging them through airports or having them damaged in transit. The care with which the items are packed and the condition of the package when it arrives indicate concern with which aspect of service quality?
ANS: A Tangibles are the physical evidence of a service. PTS: 1 REF: 161 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Product | TB&E Model Customer 33. TeamBuilds is a service organization that has corporate teams pay $7,500 for an all-day team-building session with a management consultant while they work together on renovating a Habitat for Humanity home. The _____ could be used to identify the problem if there were significant differences between what TeamBuilds says it provides to customers and what it actually provides.
ANS: A This would be an example of Gap 4. PTS: 1 REF: 162 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Strategy 34. Clarksdale, Mississippi, is the home of the Shack Up Inn, the only inn in the world that is made up of actual shotgun houses. (Shotgun houses contain two or three rooms in a row. A resident of the house is able to stand at the front door and shoot through all the rooms and out the back door without hitting any walls.) Obviously, the shacks are not luxurious although they do have indoor plumbing and electricity. The owner decided these were the only changes customers would want to be made in the shacks. In this instance, the service provider is likely to have a gap between:
ANS: D The owner may not understand the needs and desires of the average tourist. PTS: 1 REF: 161 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Customer 35. Budget airlines are a new service in China. Neither their passengers nor the airlines themselves know what to expect from each other. Shanghai-based Spring Airlines is a start-up service with a tight budget. According to the owner of Spring Airlines, customer satisfaction levels are at 97 percent although many of Spring Airlines' employees have been throttled and had their clothes ripped off by unhappy passengers. According to the _____, there is a gap between what customers want and what management thinks customers want.
ANS: A The gap model identifies five gaps that can cause problems in service delivery and influence customer evaluation of service quality. PTS: 1 REF: 161-162 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Customer | TB&E Model International Perspective 36. At the dealer-owned Radio Shack, the store manager is frustrated at the level of service employees provide to customers even after he wrote a guide to customer service and instructed each employee to read the guide. This is an example of a gap between:
ANS: A PTS: 1 REF: 162 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Customer 37. An Internet company, icruise.com, sold cruises by offering a "Suntan Guarantee." The guarantee promised a full refund on a Caribbean cruise if more than one-quarter inch of rain fell from 10 a.m. to 4 p.m. for a preset number of days depending on the length of the cruise. If it rained and the Internet company failed to honor its refund policy, it would represent a gap between:
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