In a typical model of a decision making process, which of the following is NOT part of the service encounter stage?
Role and script theory
Understanding consumer needs and values
Control theory
Information search
Mood states
All of the following are good strategies for an organisation to reduce risk on behalf of its customers except:
spending money on the branding of the company
lowering the price of the service
managing the physical evidence of the company effectively
giving a guarantee or a warranty
giving out more information on the services offered
A customer going into their bank’s branch to cash an offshore cheque is an example of a __________ service, while using the bank’s ATM to withdraw cash is a(n) __________ service.
personal; automatic
low-contact; medium-contact
medium-contact; high-contact
high-contact; low-contact
When the pilot realises during a flight that the plane will arrive late at the scheduled destination, passengers are immediately notified of the length of the delay. This is an example of giving customers:
customer service
value for money
cognitive control
behavioural control
Smart firms manage customer’s ________ at each step in the ______ encounter so that customers expect what a firm can ______.
needs; service; deliver
expectations; service; organise
expectations; service; deliver
needs; initial; organise
expectations; initial; deliver
How do customers measure their satisfaction with a service’s credence attributes?
By measuring the outcome of the search and choice process
By comparing perceived performance with desired performance
By determining whether tangible cues contradict their expectations
By comparing perceived performance with their zone of tolerance
In a collectivist culture, the emphasis in relationship is NOT on:
consideration of the ingroup to which one belongs
consideration of the individual
interdependence
conformance
A consumer decides she needs a haircut, so she asks a friend to tell her about her experiences at a new hairdresser. This discussion would come under which stage of the three-stage consumption model ?
Experience validity stage
Post-encounter stage
Pre-purchase stage
Service experience stage
Several factors may enhance risks and uncertainty in the mind of a service purchaser. Which of the following is NOT likely to be one of them?
When the service is relatively new
When the customer is making a repeat purchase
When the service is complex
When the purchase is important to the customer
Consumers who are worried about what their peer groups (or other significant influences on their life) think when they purchase an item of clothing at a particular retail outlet are concerned about what type of risk?
Financial risk
Social risk
Communication risk
Psychological risk
