14045504
Descrição
Quiz por Lorisse Bazley, atualizado more than 1 year ago
|
Criado por Lorisse Bazley
quase 6 anos atrás
|
|
Questão 1
Questão
Which of the following best describes ‘arm's length’ transactions?
Responda
-
Transactions in which the customer meets the service personnel face-to-face
-
Transactions in which the customer never meets the service personnel face-to-face
-
Transactions in which the service personnel provide their services over the phone
-
Transactions in which the service personnel provide their services through an intermediary
-
Transactions in which the customer is not the user of the services
Questão 2
Questão
In which of the following situations would a company have the most ability to protect its intellectual property through legal means?
Responda
-
Film production for international distribution
-
Providing animal care services
-
Management consulting
-
Human resource recruitment
-
Car rentals
Questão 3
Questão
Wirtz and Mattila found the _________ is more important than _________ alone in achieving customer satisfaction and loyalty.
Responda
-
attitude of staff; apology
-
recovery process; compensation
-
recovery delivery; apology
-
attitude of staff; compensation
Questão 4
Questão
In which of the following situations would an organisation benefit most from exporting directly?
Responda
-
Low degree of customer interaction, low control over sources of value creation
-
Low degree of customer interaction, high control over sources of value creation
-
High degree of customer interaction, high control over sources of value creation
-
High degree of customer interaction, low control over sources of value creation
Questão 5
Questão
Which of the following could be said to be a service delivery where the service organisation comes to the customer and has a single service outlet?
Responda
-
House cleaning services
-
A restaurant
-
An airline
-
Travel agency services
Questão 6
Questão
Which of the following best describes the influence of how technology has created a major shift in the way products are provided in the service industries?
Responda
-
High-tech, high-touch
-
High-involvement, low-touch
-
High-tech, low-touch
-
Low-tech high-touch
Questão 7
Questão
Which of the following is NOT a consideration when determining where to put a physical ‘bricks and mortar’ distribution centre?
Responda
-
Cost
-
Staff preference
-
Customer convenience
-
Customer preference
Questão 8
Questão
Advances in _________ and computer _________ have spurred many new approaches to ________ delivery.
Responda
-
telecommunications; technology; service
-
technology; service; telecommunications
-
service; technology; telecommunications
-
telecommunications; complexity; service
Questão 9
Questão
The use of globalised corporate banking, insurance and management consulting are examples of:
Responda
-
common customer needs drivers
-
cost drivers
-
market drivers
-
technology drivers
Questão 10
Questão
Which of the following is not a possession-processing service?
Responda
-
Repair
-
Maintenance
-
Entertainment
-
Freight transport
-
Cleaning
Quer criar seus próprios Quizzes gratuitos com a GoConqr? Saiba mais.