Please answer below multiple questions

This website enables customers to lodge complaints about services or organisations free of charge.

• A.Get Closure
• B.Bad service South Africa
• C.HelloPeter.com
• D.Facebook

Identify the levels of service contact.

• A.Exclusive, Selective, Intensive
• B.High contact, medium contact and low contact
• C.None of the above
• D.The customer visits the service provider, the service provider visits the customer and the delivery of services at an arms length.

Which ONE of the following fall under the classification of Equipment-based services?

• A.Skilled labour
• B.Professionals
• C.Unskilled operators
• D.Unskilled labour

Quality is synonymous with innate excellence, which implies that quality is partly a matter of experience." Choose the correct option.

• A.The product-based approach
• B.The transcendent approach
• C.The manufacturing-based approach
• D.The user-based approach

Conscious purchase decisions are based on; i. The intensity of the consumers involvement during the buying process ii. The significance of differences between services iii. The speed and ease to buy iv. Increased competition

• A.i iii
• B.iii iv
• C.ii iii
• D.i ii

Question 12 of 231 Points

Customers may collect information from the following sources in meeting their needs;

• A.Internal Sources, Personal sources, Advertising sources, Private sources, Experiential sources
• B.External Sources, Personal sources, Marketing sources, Public sources, Experiential sources
• C.Internal Sources, Personal sources, Advertising sources, Public sources, Experiential sources
• D.Internal Sources, Personal sources, Marketing sources, Public sources, Experiential sources

The following are types of new services: i. Innovations not experienced before ii. Style changes iii. Start-up businesses iv. Service improvements v. New services for a new market

• A.i iii iv v
• B.i ii iv v
• C.none of the above
• D.i ii iii iv

Reasons for deviant service employee behaviour are; i. Employees who do not understand their roles. ii. Inappropriate staffing appointments. iii. Inadequate service delivery systems and processes. iv. Inadequate empowerment.

• A.iv
• B.i ii iii
• C.All of the above
• D.ii iv

The implications of poor quality can be summarised as; i. The loss of sales due to superior quality offered by competitors ii. An increase in costs iii. A threat to society iv. Increased competition

• A.i, iii
• B.i, ii, iii
• C.i, ii, iv
• D.ii, iii, iv

The major difference between services and physical products; Choose the best option.

• A.It is difficult for the service organisation to calculate the costs involved.
• B.Customers are not prepared to pay more for services delivered at the time they require it to be delivered.
• C.Service organisations are confronted with a lower ratio of fixed costs to variable costs.
• D.Services may seem similar and incur different costs to produce the same value to a customer.

A demanding aspect of service design, is the division of a service between:

• A.Front- and Support staff activities
• B.Front-staff and Customer activities
• C.Front- and Back-office activities
• D.Back- and Support staff activities

Individual behaviours in the environment-user relationship in service organisations are:

• A.Temperature, Noise, Music, Odour
• B.Pain, Comfort, Movement, Physical fit
• C.Beliefs, Categorisation, Symbolic meaning
• D.Attraction, Exploration, Commitment, Spend money

Identify the service delivery contact types.

• A.High contact, medium contact and low contact
• B.None of the above
• C.Exclusive, selective and intensive
• D.The customer visits the service provider, the service provider visits the customer and the delivering of services at an arm`s length

To what does the permanence of service availability refer?

• A.All of the above.
• B.None of the above.
• C.The times that the services will be available to customers.
• D.How permanent the service delivery is