Designing and Managing Services

Which of the following best describes a hybrid offering in the context of the service mix?

In the continuum of evaluation for different types of products, characteristics that a buyer can evaluate after purchase but not before are known as what kind of qualities?

Which set of four distinctive characteristics greatly affects the design of marketing programs for services?

Following a series of negative events, how much did the Carnival cruise line invest to upgrade its fleet and hire a new VP of Technical Operations?

When a service provider's task is to 'manage the evidence' and 'tangibilize the intangible,' what does this primarily involve?

What is a key marketing feature arising from the service characteristic of inseparability?

What was the purpose of the H360 project initiated by Hilton Hotels?

Which of the following is a demand-side strategy for matching service demand and supply to address perishability?

What is the 40-30-30 rule that Singapore Airlines (SIA) applies to its resource allocation for service excellence?

What is the primary purpose of a service blueprint in managing service quality?

According to the chapter, what has been a primary consequence of the Internet and the digital era for service customers?

The concept that customers play an active role in the delivery of a service, affecting both their own experience and the productivity of frontline employees, is known as:

In the context of marketing excellence in services, which type of marketing describes the employees' skill in serving the client?

When USAirways deployed handheld scanners to better track baggage, what was the approximate decrease in mishandled baggage?

Top-management commitment to service quality is a key practice of top service companies. What did Ray Kroc of McDonald's famously insist on continually measuring for each outlet?

In the table showing customer importance and performance ratings for an auto dealership, what was the mean importance rating for the attribute 'Job done right the first time'?

Based on the customer importance and performance ratings for an auto dealership shown in Table 14.2, what was the mean performance rating for 'Low prices on service'?

In an Importance-Performance Analysis grid, which quadrant contains important service elements that are not being performed at the desired levels and require concentration?

What percentage of customers, on average, who experience bad service stop doing business with the company?

In service differentiation, what the customer expects is called the primary service package. What can a provider add to this package to further differentiate its offering?

The service-quality model identifies five gaps that can prevent successful service delivery. Which gap exists when management does not always correctly perceive what customers want?

According to the service-quality model, what is the gap between management perception and service-quality specification?

Which of the five gaps in the service-quality model occurs when employees are poorly trained or are held to conflicting standards, leading to a failure to deliver the service as specified?

What does the 'Gap between service delivery and external communications' in the service-quality model represent?

A physician may keep visiting a patient to show care, but the patient interprets this as an indication that something is really wrong. This scenario is an example of which gap in the service-quality model?

According to research based on the service-quality model, which of the five determinants of service quality is considered the most important?

In the context of service quality, what is the 'zone of tolerance'?

Self-Service Technologies (SSTs) are intended to provide convenience to customers. Which of the following is NOT given as an example of an SST in the chapter?

What are the three specific worries that customers traditionally have about product-support services?

What is the typical evolutionary path for a manufacturer's postsale service strategy?

What is the formal definition of a service provided in the chapter?

Which of the following service offerings is described as people-based and provided by professional workers?

A medical diagnosis is an example of a service high in which type of qualities, making it difficult for the buyer to evaluate even after consumption?

What does the 'affective' dimension of brand experience, as shown in Table 14.1, relate to?

The chapter gives an example of a psychotherapist moving from 50-minute sessions to 30-minute sessions to see more patients. This is presented as a strategy for overcoming the limitations of which service characteristic?

Which of the following is NOT one of the three steps service firms can take to increase quality control?

According to QSR magazine, what percentage of revenue for the fast-food industry comes from drive-through windows?

According to a 2013 Forrester study, what was the general rating for almost two-thirds of the 154 companies evaluated on how well they met customer needs?

What is the concept of encouraging customers to help each other, such as by following rules and behaving appropriately at a golf course?

According to the chapter, a survey of 10,000 employees from large companies found that what percentage of workers cited 'lack of recognition' as a key reason for leaving their job?

In the context of interactive marketing, what is meant by the 'functional quality' of a service?

What service standard does Citibank aim for when answering customer phone calls?

How did Zappos modify its shipping policy for its most loyal customers during the recession?

In the 'Improving Company Call Centers' section, what personality type did a Xerox study find was most likely to be a good call-center worker and stay with the company?

What innovative service category did Cirque du Soleil reinvent?

Which of the following is NOT listed in Table 14.3 as a category of factors leading to customer switching behavior?

How much does the spending of American Express cardmembers designated as 'promoters' based on their NPS score typically increase?

The 'Recommendations for Improving Service Quality' memo lists 10 lessons. Which lesson is identified as the single most important dimension of service quality?

According to the chapter, why was Chili's installation of tabletop computer screens in its restaurants beneficial?

What is the term for the product's purchase cost plus the discounted cost of maintenance and repair, less the discounted salvage value, which a buyer considers for product-support services?