Services Marketing Chapter 2

In a typical model of a decision making process, which of the following is NOT part of the service encounter stage?

All of the following are good strategies for an organisation to reduce risk on behalf of its customers except:

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.

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:

Smart firms manage customer’s ________ at each step in the ______ encounter so that customers expect what a firm can ______.

How do customers measure their satisfaction with a service’s credence attributes?

In a collectivist culture, the emphasis in relationship is NOT on:

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 ?

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?

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?