MKTG 470 Final Exam Review

Better ratings if a failure occurs w/ successful recovery than if the service is delivered correctly the first time.

A useful metaphor for the service encounter is that of a(n):

Positive disconfirmation of consumer expectations occurs when:

Management's inability to translate what consumers want into a written business plan will increase the size of ____ gap.

Consumer approach behavior is demonstrated by:

Consumers who seek convenience over price and personal attention are:

All of the following are components of a service firm's physical evidence except:

All of the following are reasons customers make noninstrumental complaints except:

Under which conditions is it no longer worthwhile to keep a customer?

A fight between a couple on a Disney tram is which type of conflict?

The ____ dimension is an assessment of the firm's consistency and dependability in service performance.

In general, the distribution of most companies' customer satisfaction ratings is:

Which of the following is an example of a business with a low-contact system?

The distance between a customer's expectations of a service and the perception of the service delivered is called the:

What is an approach for service firms trying to accelerate the creation of their own expert performers?

___ is a short-term, transaction-specific measure.

The zone of tolerance is defined as the difference between:

Employee willingness to perform and employee-job fit are directly related to which service quality gap?

_ reflects an emotional attachment as well as a business attachment to the service firm.

Complaints about the weather being too hot can be classified as:

The number of competing alternative service providers available has the biggest influence on:

Employees take initiative to spend up to $2,000 on recovery efforts. Which service recovery basic rule of thumb?

Understanding the customer is a critical step toward minimizing or completely eliminating the _____ gap.

Consumer feelings of physical pleasure or discomfort are _____ responses.

Hotel thinks its customers prefer comfortable rooms, but they actually care more about the pool and spa. Which gap?

Which of the following is NOT an element of the physical evidence for the Hapke Dance Studio?

Which of the following 15-minute waits likely feels the shortest?

"Excellent companies will have the customer's best interest at heart" is within the ___ dimension of the SERVQUAL scale.

The degree to which consumers and employees feel in control and able to act freely within the service environment is:

The ____ model helps explain the effects of the service environment on consumer behavior.

In general, individuals avoid making this type of complaint so as not to reinforce negative self-esteem.

All of the following are behaviors by which service employees attempt to reduce their role stress except:

The HR functions that together support the creation of a climate for service is referred to as the:

_ refers to focusing the firm's marketing efforts toward the existing customer base.

Which of the following is true of a high-contact system?

Disney informs guests how long the wait will be along various points of the line. This is based on which principle?

An employee gives a refund but throws the money at the customer. The need for which type of justice is unfulfilled?

One of the major factors driving desired service expectations is:

Which of the following empowerment approaches is the most control-oriented?

__ complaints are expressed without the expectation that the problem will be solved.

Federal Express publicly states that it guarantees overnight delivery. Which type of guarantee?

__ is an attitude formed by a long-term, overall evaluation of a firm's performance.

Bob defected to another service provider due to a friendship that developed through a civic club. Bob is an example of:

___ gives discretion to front-line personnel to meet the needs of consumers creatively.

A specific result guarantee may appear weak compared to the _____ guarantee.

____ is the level of service the customer actually wants to receive.

Doctors' offices ask patients to move from the formal waiting area to an exam room. This is based on which principle?

Firms recognize that their physical environment will affect employees and customers. This is due primarily to:

The benchmark against which a consumer will evaluate a service experience is the: