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Exam 3: Customer Expectations of Service

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Question 1

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Which of the following is NOT a source of desired service and predicted service?

A) Situational factors
B) Explicit service promises
C) Implicit service promises
D) Word-of-mouth communications
E) Past experiences

F) None of the above
G) All of the above

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Question 2

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Instead of cooking dinner themselves,Jenna and her roommate Sheryl decided to order pizza and have it delivered to their apartment.Although Jenna and Sheryl usually order pizza from Pizza Hut,they had recently received coupons in the mail from two other neighborhood pizza restaurants,JoJi's Gourmet Pizza and Angelo's Pizzeria,for discounts on the purchase of two medium pizzas.JoJi's Gourmet Pizza and Angelo's Pizzeria are providing the roommates with:

A) Personal need influences
B) Situational factors
C) Evoked service offerings
D) Temporary service intensifiers
E) Perceived service alternatives

F) B) and E)
G) D) and E)

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Question 3

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As a teenager,Louis spent his summers as a lifeguard.When he and his children went to swim at a public swimming pool,he noticed its lifeguards seemed to spend all of their time flirting with each other and not watching for swimmers in distress as Louis had been taught to do.Because of his __________,Louis had his children pack up their belongings and leave the pool.

Steve,a baseball fan who regularly goes to games right after work,is thirsty and hungry by the time he gets to the ballpark.He hopes and desires that the food and drink vendors will visit his section of the stand frequently.Another fan,Bart,who regularly has dinner elsewhere before he attends games,has a lower level of desired service from the food and drink vendors at the ballpark.In this example,Steve and Bart have different ____________ that shape their desired level of service.

A customer's perceived service alternatives are a source of desired expectations.

Heather Lui wants a lawn maintenance company that will pull all the dandelions and other weeds out of her lawn and that will keep her bushes shapely,but she'll settle for a company that will mow her lawn every ten days.According to the text what are the two expectations at the upper and lower boundaries?

A(n) _____ expectation occurs when customer expectations are driven by another person or group of people.

States or conditions essential to the physical or psychological well-being of a customer that are pivotal factors that shape what customers desire in a service are known as __________.

Hildy's children are giving her a weekend trip to a Lake Tahoe resort.Their expectations of the amenities and services the resort will provide are much higher because they are planning the trip for their mother's approval rather than for their own use.This is an example of a(n) _____ expectation.

After his home was burglarized,Rich became concerned about the safety of his wife and three children since he often traveled out-of-town on business.To prevent further burglaries and ensure his family's safety,Rich decided to purchase a home security system from ADT Security Systems.Rich's expectation that an ADT home security system will protect his family and prevent future burglaries is influenced by his ____________.

List the three major determinants of desired service levels.

Which of the following statements about predicted service is true?

Customers' tolerance zones vary for different service attributes or dimensions.The _______________ the factor,the __________ the zone of tolerance is likely to be.

Based on her experience as a waitress,Belle believes that a server in a restaurant should keep the customers' drink glasses full.When she goes to a restaurant where she has to ask to have her drink glass refilled,she automatically assumes that the restaurant has bad service.What is the concept that describes her attitude about the proper conduct for the servers?

Jamie's desires a haircut that will look just as attractive when she awakens in the morning as it does when she is going out on a date.With the desired haircut,all she has to do to fix her hair is to shake her head.A haircut is adequate when it doesn't have any stray long hairs and it hides her cowlick.Jamie's recent haircut was in her _________ because while it didn't look great all the time,a quick brushing was all that was needed to fix it.

The fluctuation in a customer's zone of tolerance is more a function of changes in the _____________,which moves readily up and down because of situational circumstances than of the _______________,which tends to move upward incrementally because of accumulated experiences.

Customers' adequate service levels are less stable than their desired levels.

Explicit service promises are defined as any non-personal,paid-for communication between the customer and the seller.

Because they are viewed as _____________ by customers,natural disasters such as tornadoes or hurricanes may lower service expectations for services such as insurance,telephone,and the Internet.

What is a consumer's "wished for" level of performance?