According to the services theater framework,
a. a service customer can use the service setting to help establish expectations of the service quality and experience.
b. a service actor's appearance and behavior can influence a service customer's perceptions of the service performance.
c. each element of the service performance may be designed to create a different performance and customer experience.
d. All of these statements are in agreement with the services theater framework.
e. None of these statements is in agreement with the services theater framework.
Question 2According to Jim Peterson, it is important to know how customers honestly perceive the quality of the product or service offered by the franchise system. The product quality is within the perception of the customer and is greatly influenced by the franchise system's server. The attitude of the customer is made up of three key factors. Which one of the options below is not one of these critical customer perception factors?
a. 70--the way the customer is looked at;
b. 29--based on the tone of the server's voice;
c. 1--exactly what the employee (server) says; or
d. the server's intent to win an argument.
Question 3The service setting refers only to the environment in which the service is provided to the customer.
Indicate whether the statement is true or false
Question 4The main objective of hard-sell messages is to:
a. create a sense of urgency so that consumers will act quickly.
b. highlight a consumers inadequacy within the context of a social role.
c. create in the consumer a pleasant and memorable association with the brand.
d. highlight the risk of harm or negative consequences of not using the advertised brand.
Question 5In the model of mass-mediated communication, the:
a. producers of the message control the reception of the content.
b. producers of the message control the interpretation of the content.
c. consumers interpret ads in a way that makes sense to them individually and serves their needs.
d. receiver's interpretations are invariably compatible with what the producer intended to convey.
Question 6According to the servuction framework, the benefits that a service customer receives from a service performance
a. result from the interaction between the contact personnel and the inanimate service environment.
b. can be significantly influenced by what happens in the invisible organization and/or other customers present at the service experience.
c. result from the 7Ps.
d. Both A and B are consistent with the servuction framework.
e. All of the statements are consistent with the servuction framework.
Question 7To be a successful leader, Jim Peterson, franchisor and former President of the IFA, believes it is necessary for four factors to exist for a person to be a successful leader. Which one of the following is not one of the required factors for successful leadership?
a. A sense of a strategic vision
b. Ability to articulate the vision,
c. Ability to develop agenda to accomplish a strategic vision
d. Ability to achieve a good golf score while making sales to prospective franchisees
Question 8Service workers refer only to those employees who interact directly with the customer.
Indicate whether the statement is true or false
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