In evaluating service quality, customers focus on:
A) empathy.
B) responsiveness.
C) assurance.
D) reliability.
E) all of the answer choices
Question 2When the business service marketer attempts to facilitate the customer's evaluation process, this is in response to:
A) the nonstandardized nature of services.
B) the simultaneous consumption and production of services.
C) perceived determinant attributes.
D) the difficulty in evaluating service quality.
E) an emphasis on equipment/facilities service attributes.
Question 3Buyers of business services often experience difficulty in evaluating service quality. Since it is difficult to evaluate quality,
A) buyers tend to experience more perceived risk.
B) buyers rely on different prepurchase information sources to reduce risk.
C) symbology plays a more important role in the evaluation process.
D) all of the answer choices
Question 4The interaction of the individual service provider with the customer may be the key element in the firm's entire marketing strategy. This is an explicit recognition of which characteristic unique to business services?
A) simultaneous production and consumption
B) lack of ownership
C) nonstandardized output
D) inability to stockpile
E) the dominance of intangible elements
Question 5Concerning the nonstandardized nature of most industrial services, which of the following statements is incorrect?
A) The more labor-intensive the service, the less uniform will be the output.
B) As the extent to which equipment is utilized to produce the service increases, variability will increase.
C) As automation of the service decreases, uniformity of the output will also decrease.
D) It is important to develop systems to minimize human error.
E) It is often difficult for the user to judge service quality before the service is provided.
Question 6In the production and sale of industrial services, productive capacity is often a substitute for inventory. In other words, capacity will reflect the level of demand which the service provider can meet. This is primarily in response to which service characteristic?
A) perishability
B) lack of ownership
C) nonstandardized output
D) simultaneous production and consumption
E) the extent to which tangible elements dominate intangible elements
Question 7When the marketer emphasizes reductions in staff, overhead, and capital as potential benefits to the purchaser, this relates to the service characteristic of:
A) variability.
B) perishability.
C) simultaneous production and consumption.
D) intangibility.
E) lack of ownership.
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