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When Tony got in line to pay for his groceries, he picked the line in which he was required to scan the prices of his groceries and bag them himself. He was pleased with his use of a(n) _______ because he could take extra care in getting his eggs home unbroken without the risk of a store bagger dropping a melon on top of them.

S S T (self service technologies)

Patients sitting in dental chairs are part of the _____ element of the services marketing mix.

People

Instead of having a hair stylist color her hair, Chandra prefers to dye her own hair. Which of the following roles is Chandra performing?

Competitor

Roger Simpson is an event planner who specializes in planning family reunions. He typically works with one or two members of the family who provide him with all the family-related information. If a family reunion planner refuses to provide Simpson information about Uncle George and his descendants because he did not like Uncle George, that family member will have contributed to the widening of provider _____ by preventing Simpson from doing his job to the best of his ability.

Gap 3

Whether a household or a firm chooses to produce a particular service for itself or contract externally for the service depends upon all of the following EXCEPT:

Empathy

Compatibility management:

Is a process for managing the customer mix

After Janine returned home from a vacation in California, she noticed that her new luggage had a five-inch tear in it. Rather than assuming that the damaged luggage was a cost of flying and there was nothing to be done about it, she called the airline's customer service center. The person answering the phone at the center mailed her the instructions for getting her suitcase repaired at the airline's expense. Janine was pleased with the repair when the suitcase was shipped home about a month later.
In this scenario, Janine played the role of:

Contributor to quality and satisfaction

Rhonda does not want to use the self-checkout lane at the supermarket because it "just seems too complicated." What factor primarily has determined her reluctance to try the new self-service technology?

Contributor to quality and satisfaction

Lois Kay is an experienced baker. She has decided to bake and decorate her daughter's wedding cake instead of ordering one at the bakery. What service delivery role is Kay performing?

Competitor

Hyatt Hotels has installed automated check-in machines at some of its hotels. To check in and get a room key, guests insert a credit card into the machine. Hyatt is experimenting with the use of:

Self Service Technology

Caribbean Airlines has installed automated ticket machines in its major airport terminals that enable passengers to purchase tickets, obtain boarding passes and get seat assignments by inserting a credit card into the machine. A passenger using a Caribbean Airlines' automated ticket machine is playing the role of a:

Productive resource

The overall goal of a customer participation strategy is to

Increase Customer Satisfaction

Which of the following is a strategy for enhancing customer participation in the service process?

Recruit, educate and reward customers

Bob and Tiffany have been busy this week seeing all kinds of service providers. In which of the following service situations would Bob and Tiffany have had the lowest level of participation?

A visit to McDonald's for breakfast

Which of the following factors in managing demand and capacity does NOT lead to provider gap 3, failure to deliver what was designed and specified?

Lack of communication between contact personnel and company management

The primary constraint on service production for a lawyer is:

Time

Harris Woodard has purchased a franchise business called Like New Windshields, a company that repairs cracked and pitted vehicle windshields. As a franchisee, he will come to your home or office to repair a damaged windshield. His goal is to make sure that he has enough customers without having more than he can handle efficiently.
Which of the following is going to make it difficult for him to accomplish his goal?

Lack of Inventory Capabilities

Hotels next to universities experience _____ fluctuations in demand over time and have peak demand that ____

Wide: regularly exceeds demands

If you buy your tickets early for a live theater production in Rome, you'll pay about 30 percent less, than if you buy them on the day of the show. The lower price helps the early sale of tickets and guarantees the audience will be large enough to justify the cost and effort put into the production. What strategy does the theater company use to shift demand for theater tickets?

Differentiate Pricing

A service firm is underutilizing its labor, equipment, and facilities when:

Demand is below optimum capacity

The busiest time for tax preparers is the week prior to April 15. Many tax preparers send out mailings to their regular customers asking the customers to bring their tax information in to the tax preparer's office in January and February. The mailings explain how they will receive their tax refunds much quicker if they bring their information in now rather than wait till the last minute. Tax preparers are using which of the following strategies for shifting demand to match capacity?

Communicate with Customers

When a service firm's resources are fully employed, but not overused; and customers are receiving quality service in a timely manner, the firm is operating _____ capacity.

At optimum

The primary constraint on service production for an air freight delivery service is:

Equipment

Variations in demand relative to capacity can result in all of the following scenarios EXCEPT:

All of these scenarios can result from variations in demand relative to capacity. (this one)
Demand that exceeds optimum capacity
Demand that exceeds maximum capacity
Supply and demand balanced at the level of optimum capacity
Demand that is below optimum capacity

Because he has a busy practice, new patients for dentist Dr. Kirby Brown are informed that, unless there is an emergency, the first available appointment will be in three months. If they accept the appointment, they will be reminded of their appointment by a courtesy call. This first visit will take about an hour. On this visit, their teeth will be cleaned and x-rayed, their gums will be examined and the dentist will talk to them about future dental treatment needs.
Dr. Brown is _____________ to manage customer expectations.

Making realistic promises

Offering choices to the customer is a strategy for:

Managing customer expectations

Which of the following is NOT a factor that contributes to service communication challenges?

Servicescape omniscience

Which of the following is a strategy used for managing customer education?

Prepare customers for the service process

_____ means transmitting information across functional boundaries in an organization to align all functions with customer expectations.

Managing horizontal communications

Josh's teachers describe him as a mathematical genius. His parents did not get any education after high school. They have hired Josh a tutor even though they do not understand why Josh needs to understand string theory and quantum physics.
The tutoring that Josh receives has a high degree of _____ for Josh's parents.

Mental impalpability

Last summer, Kenta and Sawako spent part of their vacation in St. Louis and Boston, staying at the St. Louis Hilton and the Boston Hilton. When they checked in at the St. Louis Hilton the front desk clerk was very friendly and helpful. However, when they checked in at the Boston Hilton, the front desk clerk was cold and indifferent.
The inconsistent front desk clerk behaviors experienced by Kenta and Sawako resulted from:

Inadequate internal marketing communications

A chiropractor published a newspaper insert ad that contains almost 1,000 words and described in detail how he has helped patients who have been diagnosed with rheumatoid arthritis and other debilitating diseases to the point where they no longer have to rely on medication and no longer need to have any assistance when walking.
The chiropractor is __________ to address service intangibility.

Using narrative

Which of the following services is highest in incorporeal evidence?

Management consulting

Which of the following statements about communications and the service marketing triangle is true?

External marketing communications include advertising, public relations, personal selling and sales promotions

By involving employees in cross-functional teams to align their jobs with end-customer requirements, a service firm is:

Managing Internal Marketing Communication

Cable TV companies that offer subscribers different programming packages are:

Creating tiered-value service offerings

Parking for travelers flying out of Hartsfield-Jackson International Airport in Atlanta is difficult, even for those who have the time to look. For those arriving at the airport with only time enough to catch their flight, parking was truly a nightmare until the development of the GoldParker System, which guarantees a convenient parking place to its members. The system is extremely popular among business travelers and works just as advertised.
By instituting the GoldParker System, Hartsfield-Jackson's management has_______ to manage customer expectations:

Created a tiered-value service offering

_____ means transmitting information across functional boundaries in an organization to align all functions with customer expectations.

Managing horizontal communications

Mike hurt his back and has to go to physical therapy every other day. He has a series of exercises he is supposed to do on the days he does not see the therapist. After two months, Mike was not feeling any better and complained to the therapist who at that point realized Mike was not performing all of the stretching exercises that he should be at this point in his rehabilitation. Mike had been handed a booklet when he started his therapy. Because he had only been instructed in how to perform some of the exercises in the booklet but not all of them, he had thought he was not to do the others. Mike feels like he has been wasting his time.
The service provider has erred by:

Providing inadequate customer education

______ occurs when a service firm develops an advertising campaign without input from operations and contact personnel are not able to deliver service that matches the image portrayed in the advertising.

Inadequate horizontal communication

Which of the following is NOT a strategy a service provider would use if its goal were to manage customer expectations?

Teach customers to avoid peak demand periods and see slow periods

Eddie Bauer, a catalog retailer, offers customers three different delivery options: 5 to 7 days via standard delivery; 3 to 4 days via express delivery; or 2 days via express plus delivery. The delivery rates are higher for faster service. For example, on orders over $75 standard delivery is $9.95, express delivery is $15.95 and express plus delivery is S18.95.
By offering different delivery options, Eddie Bauer is:

Managing customer expectations

Making realistic promises

When Selena purchased a new refrigerator from Sears, she was told by the salesperson that the refrigerator would be delivered to her apartment on Thursday between the hours of 1:00 p.m. and 3:00 p.m. However, the refrigerator was not delivered until 4:00 p.m. on Friday. The late delivery caused Selena to be dissatisfied with Sears's delivery service.
Selena's dissatisfaction with Sears' delivery service resulted from:

Inadequate management of service promises

_______-based pricing occurs in services that are standardized across providers.

Competition

Which of the following statements does NOT describe how consumers typically define value?

Value is reliable service

Which of the following statements describes a problem in cost-based pricing for services?

Labor is more difficult to price than materials

Salespeople are often on the road three nights every week. They cannot afford to stay in the most luxurious of hotels, but they do appreciate amenities like a good mattress, a firm pillow, and a comfortable work area. They want the price they pay to be commensurate with the amenities provided by the hotels. They tend to define value as:

The quality I get for the price I pay

In a _____ pricing strategy, new services are introduced at high prices with large promotional expenditures.

Skimming

Which of the following is NOT an effective pricing strategy to use when customers define value as "low price"?

Value pricing

The process for installing a new in-dash audio system in Leo's car took almost four hours, which Leo spent sitting in the waiting room of J.J.'s Auto Sound. Leo paid _____ costs for the installation of his new audio system.

Time

The basic formula for ______________ is Price = Direct costs + Overhead + Profit margin.

Cost-based pricing

A day after US Airways announced its new low fares for the autumn on travel from New York (i.e., Newark and LaGuardia Airports) to selected cities in the United States and Canada, American Airlines matched their fares. American Airlines is using a _____ strategy.

Price signaling

In which of the following service industries would you most likely find the service provider using competition-based pricing?

Rental car industry

One of the reasons used to explain why customers evaluate goods and services differently is:

Limited knowledge

After moving to Florida, Vanessa opened both a savings and a checking account at Benford Bank. Although Benford had a higher minimum balance requirement for free checking than the other two banks she considered, Vanessa chose Benford because it was located closer to her home than the other banks.
Vanessa would rather expend other costs than _____ costs.

Convenience

To calculate what it charges a client, a detective agency charges $200 a day direct costs plus an additional $50 per day to pay for office expenses, licenses, and other fixed costs and fifteen percent of full costs for the profit margin.
What type of pricing strategy is being used by the detective agency?

Cost-based

Which of the following is NOT a type of differential used by service providers to synchronize demand and supply?

Utility

If a family has one child enrolled in Diane's Day Care Center, it costs $75 per week. If a family has two children enrolled at Diane's, it costs $135. Diane's is using a(n) _____ differential.

Quantity

Executive Dry Cleaners charges customers $2.99 to launder a dress shirt rather than $3.00. Executive Dry Cleaners is using a(n) _____ pricing strategy.

Odd

In _______________ pricing, a service firm determines price by calculating component costs of the service and adding a markup.

Cost-plus

In a _____ pricing strategy, new services are introduced at high prices with large promotional expenditures.

Skimming

In which of the following service industries are you most likely to find the service provider using fee for service pricing?

Management consulting business