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Exam 12: Managing Services

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Question 1

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What are the three properties of goods and services evaluated by consumers when they are making a purchase decision? Give an example of a product, which exhibits each property.

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Question 2

Multiple Choice

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Andrea Arena is the owner of 2 Places at 1 Time, a concierge company. She and her staff of 60 perform everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these simple acts themselves. She has often been hired by major corporations to perform services for their harried executives. In 1999, she had 108 employees, but economic momentum has slowed, and many of her major clients have sliced their Budgets and eliminated perks like her service. At the point in time when Arena had more employees than she had need of, 2 Places at 1 Time was experiencing:

A) static demand.
B) off-peak pricing.
C) capacity management.
D) idle production capacity.

E) A) and D)
F) None of the above

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Question 3

Multiple Choice

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The next time you travel to a foreign country, you may need to submit for a unique retinal (eye) scan to have your "virtual passport" read by a cloud-based service, to allow you access to the country. This future technology is an example of a(n) :

What is a customer contact audit? Outline the contact audit for a typical visit to your dentist.

While a McDonald's hamburger is generally prepared and tastes the same from store to store, how the teller takes and processes your order may be different. The reason for this is:

All of the following are correct statements about how firms are using social media to better serve customers, except:

In today's highly competitive financial services industry, the traditional distinctions between banks and brokerage firms are becoming blurred. For example, while banks still offer "traditional products" such as chequing and savings accounts, certificates of deposits and loans, they now offer mutual funds, insurance and even provide "financial advice," similar to the products and services offered by brokerage firms. Thus, in today's changing marketplace, banks would most likely be evaluated on which properties of the purchase process?

According to the service continuum, which of the following organizations has the highest level of intangibility?

Which of the following is a point in the customer contact audit for a health club?

Which job below is likely to have the lowest idle production capacity?

What does it mean when we say services are intangible, and how do marketers of services overcome the problems associated with intangibility?

Walt Disney was one of the first to recognize the importance of sights, sounds, tastes, aromas, and textures when he created Disneyland. This effort by Walt Disney focuses on the customer ___________.

A situation where a service provider is available but there is no demand is called:

Services that are found at a rest stop along a major highway usually consist of only fast food restaurants and fuel stations. The service continuum at a rest stop is likely:

Which unique characteristic of service has the most influence on pricing?

Organizations attempt to reduce the inconsistency in the delivery of services through:

How a person establishes expectations for a service they have never purchased but plan to purchase is influenced by each of the following EXCEPT:

When Theresa Martinez relocated from British Columbia to Ontario, she needed to find a bank with offices in her new province. Several banks offered the banking products (checking and savings accounts, loans, certificates of deposit) and financial products (mutual funds, insurance) available from her former bank, and she selected The Royal Bank. Later Theresa was impressed by the availability and willingness of people (tellers, personal bankers) to help her when she had questions. In this case, The Royal Bank affected Theresa's evaluation of the purchase through its:

Idle production capacity can be reduced by:

Which group of activities below is ranked from the LOWEST cost of inventory to HIGHEST cost of inventory?