Question 1

Some ski resorts promote summer vacation packages to people who like to take nature walks,go fishing and enjoy the mountain vistas.This is one way to deal with the ________ characteristic of service.

Accepted Answer

Perishability refers to the fact that services cannot be stored or inventoried, and therefore, resorts need to find ways to offer services year-round to optimize their revenue. By promoting summer vacation packages that appeal to those who enjoy nature walks, fishing, and mountain vistas, ski resorts can attract customers during the off-season, which helps to mitigate the perishability characteristic of their service.

Question 2

The impossibility of a barber storing haircuts for later sale is an example of which of the following?

Accepted Answer

Service perishability refers to the fact that services cannot be stored or saved for later use. In the case of a barber, haircuts cannot be stored and sold at a later time, which demonstrates the concept of perishability.

Question 3

Service providers must consider four special service characteristics when designing marketing programs.Which is NOT one of these characteristics?

Accepted Answer

The four special service characteristics that service providers must consider when designing marketing programs are service intangibility, service inseparability, service perishability, and service variability. Service homogeneity is not one of these characteristics.

Question 4

Service inseparability means that the quality of services depends on who provides them,as well as when,where and how they are provided.

Accepted Answer

The answer of Service inseparability means that the quality of...

Question 5

In a service business,the customer and front-line service employee interact to create the service.

Accepted Answer

In a service business, such as a restaurant or hair salon, the customer and the front-line service employee (waiter, stylist) work together to create the service experience. The quality of this interaction can greatly impact the customer's satisfaction and loyalty.

Question 6

List and describe the 5 major decisions that companies make regarding their individual products and services.

Accepted Answer

The answer of List and describe the 5 major decisions...

Question 7

Successful service companies focus their attention on both their customers and their employees.

Accepted Answer

Successful service companies understand that their employees are essential to delivering high-quality customer service. They prioritize creating a positive work environment, providing proper training and support, and recognizing and rewarding outstanding employee performance. They also recognize the importance of building strong relationships with their customers by understanding their needs, offering personalized service, and addressing any concerns promptly and effectively. By prioritizing both customers and employees, successful service companies can create long-term loyalty and drive business growth.

Question 8

Customer retention is perhaps the best measure of quality;a service firm's ability to hang on to its customers depends on how consistently it delivers value to them.

Accepted Answer

Customer retention is a key indicator of the quality of service provided by a firm. An organization that consistently delivers value to its customers is likely to retain them longer, which is a good thing. Therefore, option A is true.

Question 9

Some cinemas offer serious discounts on slow days,such as half price or 'Cheapy' Tuesday.This is an example of a service firm managing the ________ characteristic of services.

Accepted Answer

The characteristic of perishability means that services cannot be stored or inventoried, and therefore service firms often use pricing strategies such as discounts on slow days to manage the supply and demand of their services.

Question 10

Describe the functions of product labelling.

Accepted Answer

The answer of Describe the functions of product labelling....

Question 11

How does a product-line manager arrive at the optimum length for a product line? Briefly describe the strategies that can be used to create a product line with the optimum length.

Accepted Answer

The answer of How does a product-line manager arrive at...

Question 12

A nail salon is serious about pleasing its customers.Employees are trained to immediately and pleasantly respond to any customer complaints,and they are empowered to offer discounts and free add-ons to customers who believe they have received anything less than the best service.The nail salon focuses on ________.

Accepted Answer

The nail salon's emphasis on immediately addressing customer complaints and offering discounts/free add-ons is an example of good service recovery. This means that the business is serious about retaining satisfied customers, even in the face of mistakes or issues.

Question 13

Explain how a florist might engage in line stretching and line filling.

Accepted Answer

The answer of Explain how a florist might engage in...

Question 14

The service-profit chain is the set of all product lines and items that a particular seller offers for sale.

Accepted Answer

The service-profit chain is actually a concept that describes the relationship between customer satisfaction, employee engagement, and profitability in service businesses.

Question 15

________ means that services cannot be separated from their providers,whether the providers are people or machines.

Accepted Answer

Service inseparability means that services are produced and consumed simultaneously, and that they cannot be separated from their providers. This applies whether the providers are people or machines.

Question 16

________ means that services cannot be seen,tasted,felt,heard or smelled before they are bought.

Accepted Answer

Service intangibility refers to the characteristic of services that cannot be perceived through the senses before they are purchased or consumed. Unlike physical products, services do not have a tangible presence that can be seen, touched, smelled, tasted, or heard. This can make it challenging for consumers to evaluate the quality of a service before purchasing it.

Question 17

Which of the following is NOT one of the links in the service-profit chain,linking service firm profits with employee and customer satisfaction?

Accepted Answer

Evidence management is not a link in the service-profit chain. The other links include internal service quality, satisfied and productive service employees, satisfied and loyal customers, and healthy service profits and growth.

Question 18

One aspect of managing service differentiation is the company's service delivery.

Accepted Answer

The company's service delivery is a crucial aspect of managing service differentiation. It involves ensuring that the service is delivered consistently, efficiently, and effectively to meet the customers' needs and expectations.

Question 19

An example of service variability is that within a given hotel,one registration-desk employee may be cheerful and efficient whereas another may be unpleasant and slow.

Accepted Answer

Service variability refers to the inconsistencies or differences that may exist in the service provided by different employees, even within the same organization or location. The example given in the question accurately describes such variability.

Question 20

When a local restaurant that features barbecue sometimes delivers food fast and hot,but at other times is slow and the food arrives at the table cold,it is an example of the service characteristic of ________.

Accepted Answer

The variability characteristic refers to the inconsistency in service delivery which can vary from one time to another. In this case, the restaurant's delivery time and the temperature of the food are inconsistent.

Quiz 7: Products, services and Brands: Offering Customer Value