Unfriendly interactions between customers and employees are often the result of misunderstandings ...

Unfriendly interactions between customers and employees are often the result of misunderstandings about the customer's role versus that of the employee.
 
 Indicate whether the statement is true or false

Question 2

Formal balance creates a mood of seriousness or directness. Informal balance actually creates an imbalance; a sense of unease and discomfort, or the feeling that something has gone wrong.
 a. True
  b. False
 Indicate whether the statement is true or false

Question 3

Advertisers focusing on integrating more tools into promotional efforts has resulted in an enhanced role of traditional media.
 a. True
  b. False
 Indicate whether the statement is true or false

Question 4

From a provider's perspective, service quality is defined in terms of
 a. the product's features.
  b. customer satisfaction with the product.
  c. the extent to which the product exceeds customer expectations.
  d. All of these define service quality from the provider's perspective.
  e. None of these defines service quality from a provider's perspective.

Question 5

Why might it be a good idea for a franchisor to investigate several ASP vendors before choosing one?
 a. some ASP vendors are riskier than others.
  b. the franchisor is looking for the ASP with the highest value and the lowest cost.
  c. the franchisor must be sure the data of the franchise is well-protected.
  d. all of the above.

Question 6

A customer's evaluation of the service organization is not influenced by how a service employee reacts to situations involving unruly or potentially disruptive customers.
 
 Indicate whether the statement is true or false

Question 7

A Volkswagen print ad shows the headline Think Small, and a grayscale photo of the round little car in one corner of the ad, surrounded by lots of white space. The overall look and placement of the photo depicting the brand demonstrates the concept of illustration format.
 a. True
  b. False
 Indicate whether the statement is true or false

Question 8

Due to the backlash against advertising that clutter can cause, advertisers are integrating more tools within the overall promotional effort to reach more consumers in different ways.
 a. True
  b. False
 Indicate whether the statement is true or false