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Exam 5: Customer Perceptions of Service

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Question 31

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When consumers have problems with a Web site, they use _____ dimensions to evaluate e-service quality.

A) Tangibility, efficiency and fulfillment
B) Responsiveness, compensation and contact
C) Empathy, efficiency and expectations
D) Reliability, privacy and assurance
E) Efficiency, fulfillment, reliability and privacy

F) C) and D)
G) A) and D)

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Question 32

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Service marketing researchers all agree that the terms satisfaction and quality are interchangeable.

A) True
B) False

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Question 33

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To determine the source of customers' favorable and unfavorable perceptions in service encounters, researchers use which of the following research methods?

List the three major categories of evidence of service.

When considering customer satisfaction/dissatisfaction, the ability of the service providers to correct service delivery system failures is very important.

Nita belongs to an Internet library, which lets her trade books she no longer wants for like-valued items she does want. Most members follow the rules of the Web site, but a few unscrupulous members do not mail requested books because they are more interested in acquiring books than sharing them with others. Nita has the potential to experience problems with which e-service quality dimension as she trades books?

The Walt Disney Company does not permit male employees at its theme parks to have mustaches and beards, sideburns that extend past the earlobe or hair covering any part of the ears or hanging over the shirt collar. In addition, male employees may not wear strong fragrances or earrings. The Walt Disney Company's dress code reflects the _____ dimension of service quality.

Research indicates that if an individual has to wait longer than eight seconds for an Internet site to download, then he or she will likely abandon plans to visit the site and move on to another site. In which of the service quality dimension that are used to evaluate web sites would a site be deficient if it took longer than eight seconds to download?

Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters?

Attributions influence perceptions of satisfaction with services.

Because services are intangibles, customers do not need evidence of service in order to know they have been served.

From the customer's point of view, the most vivid impression of service occurs in the service _____ when the customer interacts with the service firm.

A catalog retailer that sells boxed fruit would like its customers to think of the operation as a gift provider. Its operators are trained to help customers pick out just the right customized gift for family members and friends. Which two dimensions of service quality are most evident in this example?

The _____ dimension of service quality is the caring, individualized attention given to customers.

List the four core dimensions consumers use to evaluate Web sites.

What type of service encounter occurs when Raphael uses his computer to order and pay for concert tickets?

For years, State Farm insurance used the slogan, "Like a good neighbor, State Farm is here". The slogan showed the availability of the State Farm agent to help in any way needed. Which dimension of service quality was State Farm emphasizing?

In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. The service quality the mock migrants perceive is determined by:

Which of the following would lead to dissatisfying SSTs?

In terms of service success or failure, what is an attribution?