The customer benefit concept refers to the core benefit that the customer will derive from the service.
Indicate whether the statement is true or false
Question 2Observational data have the advantage over communication data in which of the following categories?
a. Objectivity, cost, and speed
b. Objectivity and accuracy
c. Objectivity and speed
d. Speed and versatility
e. Cost and versatility
Question 3Regarding laundry detergent brands, Nathan loved Tide and Bold, hated Suds and Bleach Out, and did not have much of an opinion about Stain Out. Stain Out is clearly in Nathan's
a. rejection choices.
b. evocation choices.
c. inept set.
d. inert set.
e. illusory choices.
Question 4Among the service quality dimensions, responsiveness means delivering on promises.
Indicate whether the statement is true or false
Question 5The ability of a data collection technique to provide many types of primary data is known as
a. Breadth of scope.
b. Cost efficiency.
c. Communicability.
d. Versatility.
e. Objectivity.
Question 6David was ready to buy a pair of pants he saw in the J Crew catalog that were priced at 25.00 until he noticed two other pairs of pants priced at 65.00 and 95.00 . Suddenly the 25.00 pair of pants seemed too cheap. This is an example of
a. the attraction effect.
b. an inert set.
c. goal-driven choice.
d. construal theory.
e. prospect theory.
Question 7In the evaluation of service quality, symbology plays an important role.
Indicate whether the statement is true or false
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