Test
Chapter 12 - Services marketing
Preguntas del test (10)
1Research conducted by Xerox discovered that delighted customers were (how many more times) likely to repurchase than a merely satisfied customer?
- A5 times
- B6 times
- C8 times
- D10 times
2In the gaps model of service quality, which of the following best describes GAP 3?
- ANot knowing what customers expect
- BSpecifying service standards that do not accurately reflect what management believes to be customers’ expectations
- CService not living up to levels of performance that are promoted and promised by the advertising of the company
- DService performance that does not match specifications
- EDiscrepancies between expected service and actual service delivery
3Which of the following statements is NOT true?
- AGuarantees work when they promise high standards.
- BGuarantees work when they promise consistency.
- CGuarantees work when some form of compensations are offered.
- DGuarantees are most effective when customers already have a level of trust in the organisation.
- EService guarantees are explicit promises.
4For a few months, McDonald’s advertised a maximum waiting time of:
- A5 minutes
- B3 minutes
- C1 minute
5At which level of employee satisfaction are marketers likely to see the greatest strengthening of customer loyalty?
- AAround the threshold between satisfaction and delight with the service
- BWhen service improvements move customers from dissatisfied to satisfied
- CWhen basic expectations are met
- DLoyalty grows at a steady rate as satisfaction rises
- EAs customers enter the zone of indifference
6Which of the following is NOT a benefit that an organisation may obtain from creating high levels of customer satisfaction?
- AReduced failure costs
- BMore affluent customers
- CIncreased levels of loyalty
- DLower costs for attracting new customers
- EPositive word of mouth
7Why might some customers be satisfied by organisations that offer relatively low levels of service?
- ABecause the customer had low levels of expectations
- BBecause of the advertising of the service organisation
- CBecause the price is so low
- DBecause of the intangibility of the service
- EBecause of the complexity of the service
8Consumer expectations are ________ beliefs about ________ provisions that act as a standard or reference point for judging ________ performance.
- Apre-purchase; specific; post-purchase
- Bpre-purchase; performance; post-purchase
- Cpost-purchase; service; post-purchase
- Dpost-purchase; service; pre-purchase
- Eexperiential; service; post-purchase
9Garvin (1988) has identified different perspectives of ‘quality’, which consist of the transcendent view, product-based approach and ________.
- Auser-based definition
- Bexperience to profits model
- Cinteraction approach
- Dpost-purchase evaluation
- Efulfilment approach
10Which one of the following is the main difference between service quality and customer satisfaction?
- APerceived service quality is experience dependent and customer satisfaction is not
- BCustomer satisfaction is an overall evaluated measure and perceived service quality is not
- CPerceived quality is service-specific whereas customer satisfaction is organisation-specific
- DPerceived service quality is an overall evaluative measure and customer satisfaction is not
- ECustomer satisfaction has to be experience dependent whereas perceived service quality does not
Información
- Descripción
- Chapter 12 - Services marketing
- Autor
- Lorisse Bazley
- Idioma
- English
- Visitas
- 124
- Historial
- Creado el 7 jun 2018 · actualizado el 7 jun 2018
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