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Exam 13: Customers Roles in Service Delivery

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Question 21

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Private schools that have mentoring programs for new minority students are encouraging experienced students to perform which of the following customer jobs?

A) Helping himself or herself
B) Positioning the company
C) Promoting the company
D) Recruiting customers
E) Helping others

F) C) and E)
G) D) and E)

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Question 22

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For a tax audit, Shameika brought all of her tax records for the last three years to her CPA's office. There the CPA, with Shameika's help, tried to reconstruct what had happened during that time period. What kind of consumer presence is required here?

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Moderate. She brought the info...

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Question 23

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Lorenzo attended his first antique auction last night. After examining the merchandise, he noticed several signs posted around the building. "All sales are final". "All merchandise sold on an 'as-is' basis". "We are not responsible for any merchandise left overnight". In terms of customer participation, what was the purpose of those signs?

Hyatt Hotels has installed automated check-in machines at hotels in Atlanta and Chicago. To check in and get a room key, guests insert a credit card into the machine. Hyatt is experimenting with the use of:

When a customer does not understand his or her role in the service delivery process, he or she is contributing to provider:

What kind of consumer presence is required when Josefina has the oil changed in her 2001 Ford Taurus?

A sign at the entrance to the children's hospital contained the hospital's mission statement and explained its vision. This sign provided patients and their families with _____ orientation.

Lorenzo attended his first antique auction last night. He did not enjoy the experience because a number of the attendees smoked and Lorenzo does not smoke. Also a number of people did not seem serious about buying. It appeared to Lorenzo that some attendees were there simply to visit with their friends. Lorenzo was there to buy and he often had trouble hearing the auctioneer because of the talking. In terms of customer participation, what is the term used to describe Lorenzo's interaction with the other attendees?

When Roberta gets her hair cut, she carefully explains to the hair stylist how she expects it to look once the haircut is finished. Roberta is playing the role of a:

By participating in the service delivery process, customers create _____ for themselves.

On-site, the customer requires functional and chronological orientation.

Which of the following is NOT a strategy for enhancing customer participation in the service process?

Which of the following is an example of an SST?

Whether a customer assumes the role of competitor is unaffected by trust, control, external factors and psychic rewards.

In many instances, "other customers" are present in the service environment and can affect the nature of the service outcome or process. List and discuss four ways that "other customers" can adversely affect the service delivery at a steak restaurant.

Amber and Joyce are both new mothers who are concerned about child-proofing their homes to keep their toddlers safe. Amber went on the Internet and found a Web site that told her exactly what she should do to make her house safe. Joyce called Baby Safe, an agency that will send an expert in childcare to her home to conduct an individualized survey of the home and advise on dangerous situations. Which of the service delivery roles did Amber perform?

For which of the following services does successful service delivery depend on consumers having a moderate level of participation by providing information, effort or physical possessions?

An airport with large, easily read signage and well-designed foot traffic patterns that allow travelers to perform their roles with ease is providing travelers with _____ orientation.

The Detroit Tigers, a professional baseball team, prohibits the sale and consumption of alcohol in the "Family Section" of Tiger Stadium. The Detroit Tigers are:

Bob and Tiffany have been busy this week seeing all kinds of service providers. In which of the following service situations would Bob and Tiffany have had the lowest level of participation?