Service Marketing MidTerm Exam Time: 33 min. 1. Which of the following statement is true for uncontrollable situational factors such as bad weather? a. Zone of tolerance will be wider as adequate level shifts upward b. Zone of tolerance will be narrower as adequate level shifts upward c. Zone of tolerance will be wider as adequate level shifts downward d. Zone of tolerance will be narrower as adequate level shifts downward 2. The following picture of a bank teller is an example of which conflict? a. Interclient b. Person vs Role c. Organization vs Client d. Quality vs Productivity 3. "Customers who have worked for service businesses seem to have especially strong service philosophies compared to customers who have no experience working in service businesses". This statement best relates to which source of Desired service expectations? a. Situational factors b. Personal needs c. Personal service philosophy d. Derived service expectations 4. The ----- conflict is greatest when the employee believes the organization is wrong in its policies and must decide whether to help the customer and risk losing a job or to follow the policies. a. Interclient b. Organization vs Client c. Quality vs Productivity d. Person vs Role 5. Which dimension of service quality is likely to be important for services that customers perceive as high-risk services such as legal, doctor, and teaching? a. Responsiveness b. Empathy c. Assurance d. Reliability 10. 11. 12. Service Marketing Mid-Term Exam Time: 33 min. Which of the followings is an example of a boundary spanner? a. Doctor b. KFC's general manager c. University registrar d. Customer service manager Firms want to raise the standards for speed and promptness to handling customers' requests and complaints under which dimension of Seerual? a. Assurance b. Empathy c. Reliability d. Responsiveness A person who regularly use health club services to stay fit may have high expectations for a hotel's ancillary (support) services such a gymnasium or fitness center. This example relates to which source of Desired service expectations? a. Perceived service alternatives b. Personal needs c. Situational factors d. Derived service alternatives A blogger's activity about a firm on social networking platforms is known as an ----- which is a source of Predicted service. a. Past experience b. Word-ofmouth communication c. Explicit service promises d. Implicit service promises ATM system provided by banks are an example of --- encounters. a. Technology-mediated b. Remote c. All of them d. Face-to-face If customers believe they can provide the service for themselves (such as personal grooming), their adequate service level is higher thus making the Z.O.T narrower. This theory relates to which source of Adequate Service Expectations? a. Personal service philosophy b. Derived service alternatives c. Perceived service alternatives d. Situational factors Mistakes made in the -- stages of a service encounter scenario are much more critical than mistakes made in the -- stage of the cascade. a. Early, Latter b. Early, Middle c. Latter, Middle d Latter, Early 13. 14. 15. 16. 17. 18. 19. Service Marketing Mid-Term Exam Time: 33 min. Two photocopy machines of IUB broke down during mid-term period (busy time) which raised the level of IUB's adequate service expectations from the maintenance firm. This example relates to: a. Personal situational factors b. personal needs c. Perceived service alternatives d. Uncontrollable situational factors When staffs know their customers by name, they exercise - dimension of Seerual. a. Responsiveness b. Reliability c. Empathy d. Assurance A customer can be more tolerant about the foods and employee behavior in a restaurant but can be less tolerant about hygiene issue. This example relates to which statement? a. ZOT can vary for a given customer b. ZOT can vary for a given situation c. ZOT can vary because of price changes d. ZOT can vary with different service dimensions A person living in Jessore might face a reduced set of option in airline travel. What will happen to his ZOT? a. Zone of tolerance will be wider as adequate level shifts upward b. Zone of tolerance will be narrower as adequate level shifts upward c. Zone of tolerance will be wider as adequate level shifts downward d. Zone of tolerance will be narrower as adequate level shifts downward Some of the sources of customer expectations are marketer-controlled factors such as ---------- . a. Pricing, Competitive offerings, Advertising b Pricing, WOM communications, Advertising c. Pricing, Innate personal needs, Sales promises d Pricing, Sales promises, Advertising ----- occurs when a customer meets with the service firm. a. Service encounter b. Seerual c. Customer service d. ZOT The ---- conflict arises when employees are required to wear specific clothing or change some aspect of their appearance to conform to the job requirements. a. Organization vs Client b. Person vs Role c. lnterclient d. Quality vs Productivity 20. 21. 22. 23. 24. 25. 26. Service Marketing Mid-Term Exam Time: 33 min. Unacceptable employee behaviors such as rudeness, and discrimination comes under ---- service encounter theme. a. Coping b. Spontaneity c. Adaptability d. Recovery According to -- service encounter, most of the time nothing an employee could do would result in the customer feeling pleased about the encounter. a. Coping b. Recovery c. Adaptability d. Spontaneity Nahid went to Burger King to have dinner with his friends. During serving, the staff made a mistake and gave him a Single beef burger without cheese whereas the order was for Double beef burger with extra cheese. The staff realized his mistake and fixed it. He also gave Nahid 10 percent discount on his meal. This example is best relatable to which service encounter theme? a. Spontaneity b. Adaptability c. Recovery d. Coping Both verbal and nonverbal behaviors such as employee dress and tone of voice are considered by customers when evaluating ---- service encounters. a. Technologymediated b. All of them c. Remote d. Face-to-face The zone of tolerance is most directly related to which of the following unique service characteristics? a. Perishability b. Simultaneous production & consumption c. Intangibility d. Heterogeneity \"Amazon.co.in\" promises on advertising that they will deliver the ordered products within 48 hours. This is an example of which is a source of predicted service. a. Non-personal Explicit service promises b. Personal Explicit service promises c. WOM communication d. Implicit service promises "Any unprofessional behavior or rude comments from an employee who is not on duty can still hamper the reputation of a firm in the eyes of a customer". This statement is best related to which of the following role of a service employee? a. They are the service b They are marketers c. They are the organization in the customer's eyes d They are the brand Service Marketing Mid-Term Exam Time: 33 min. 27. Empowering employees is a strategy taken by Human resource department under the ----- basic strategy. a. Provide needed support systems b. Develop people to deliver service quality c. Hire the right people d. Retain the best people 28. The following picture of a "university classroom" is an example of which conflict? Interclient Quality vs Productivity Person vs Role Organization vs Client (loo-9: 29. Some service companies use ---- dimension of Seerual to signal quality to customers. a. Responsiveness b. Reliability c. Tangibles cl. Empathy 30. When price decreases what happens to Zone of Tolerance? a. ZOT increases because adequate service level shift downward b. ZOT increases because desired service level shifts downward c. ZOT decreases because desired service level shifts upward cl. ZOT increases because adequate service level shifts upward Service Marketing Mid-Term Exam Time: 33 min. 31. ------ acts as an implicit service promise when forming expectations about what a service should and will be like. a. Expert's opinion b. Price c. Past experience d. Servicepromise 32. Naomi's children are giving her a week at a Spa for her 55th birthday. The expectations of the services that the Spa will provide are much higher because they are selecting the spa for their mother's approval rather than for their own use. This is an example of a. Perceived service alternatives b Derived service expectations c. Personal needs d Personal service philosophy 33. Which of the following is an emotional labor? a. Making eye contact b. Providing accurate information c. Listening to a complaint d. Keeping a request