Which one of the following communication approaches would be appropriate during the growth and maturity stages of the product life cycle?

persuasive and reminder

informational

persuasive

reminder

informational and persuasive

Question 2

0 / 5 pts

The most important piece of regular communication with clients should be the firm's:

billing materials.

newsletter.

letterhead.

brochure.

business cards.

Question 3

0 / 5 pts

The ____ refer(s) to printed materials through which the professional image of the firm can be consistently transmitted, including firm brochures, letterhead, envelopes, and business cards.

visual pathway

public relations

sales promotions

publicity

encoding

Question 4

0 / 5 pts

One of the advantages of requiring employees to wear uniforms is that it reduces the customer's perception of:

intangibility.

socialization.

inseparability.

heterogeneity.

perishability.

Question 5

0 / 5 pts

The ____ model helps explain the effects of the service environment on consumer behavior.

servuction model

scale of market entities

stimulus-organism-response

service blueprint

conceptual model of service quality

Question 6

0 / 5 pts

Cognitive responses to the firm's servicescape include all of the following except:

beliefs or opinions.

feelings of contentedness or anxiety.

categorization.

beliefs or opinions, and feelings of contentedness or anxiety.

the inference of symbolic meaning.

Question 7

0 / 5 pts

Which of the following tests of reward effectiveness reflects the notion that rewards should be able to be given to anyone at anytime?

timeliness

flexibility

visibility

availability

durability

Question 8

0 / 5 pts

The HR functions that together support the creation of a climate for service is referred to as the:

service operation strategy.

interdepartmental support.

service HR wheel.

marketing wheel.

concept strategy.

Question 9

0 / 5 pts

Initially, bank tellers were uncomfortable with their new task of selling services to customers. They viewed themselves as bank tellers and not salespersons. This is an example of which type of conflict?

precise-duty conflict

person/role conflict

channel conflict

organization/client conflict

inter-client conflict

Question 10

0 / 5 pts

Empowerment coupled with a performance-based compensation method is referred to as:

straight commission.

quota systems.

double empowerment.

enfranchisement.

straight salary.