MidTerm Flashcards
(149 cards)
Service organizationsdesign their settings to be all things at all timesto all people.
False
A service setting that attracts a customer on one occasion may repel her during another occasion.
True
What is often the most important tangible aspect of a service offering?
The physical environment
Themore time customers spend in the service setting the greater the influence of servicescape.
True
Experimenting with a service setting is a good idea when…
All
Not every website can be reffered to as a cybersetting
False
Which, if any, of the following terms represents a virtual location where customers and employees can engage in service-related activities?
Cyberspace
The efforts of a service provider may be damaged by customers for all of the following reasons EXCEPT
All
Which of the following customer training tools should be used to encourage satisfying customer-to-customer relationships when customers are likely to interact yet have different reasons for using the service or different backgrounds?
Customer compatibility management
To reduce the likelihood of customer rage, service managers are recommended to perform all of the listed actions EXCEPT
Each
Service organizations should attempt to encourage random acts of kindness among customers.
True
Customers may be disappointed with a service for all of the following reasons EXCEPT
All
It is not possible for service organizations to train their customers to follow basic rules for producing a satisfying service experience
False
Most cases of customer rage are NOT closely linked to the service employees, service setting, and/or service process.
False
Divergence refers to the amount of flexibility in any particular step in service performance.
True
A service exists only during its enactment and, as a result, may be customized to fit an individual customer’s needs or desires.
True
Supplementing a service performance necessarily involves increasing its divergence.
False
A design and communication tool that represents both the frontstage enactment and its backstage support of a service performance is called a
Service Blueprint
According to Lovelock, which of the following categories does NOT represent a type of supplemental service?
All
Since a customized service performance can greatly enhance a customer’s service experience, service organizations are recommended to plan all of their service performances to allow service customization.
False
All services vary in the degree to which they possess the characteristics that distinguish services from physical goods.
True
The service characteristic of ‘simultaneity’ means that customers pay for the service when they consume it.
False
Which of the following is NOT typically considered a supplementary service?
An After-sale service agreement
When distinguishing services marketing and physical goods marketing, marketers are encouraged to think of services and physical goods as an either-or dichotomy.
False