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Exam 12: Customers Roles in Service Delivery

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Question 31

Multiple Choice

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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?

A) A weight-reduction program
B) Airline travel
C) A symphony concert
D) A haircut
E) Marriage counseling

F) None of the above
G) B) and E)

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Question 32

Multiple Choice

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A consumer's decision to produce a service for himself or herself or contract externally for the service depends on a variety of factors.Which of the following is an example of a psychic reward a homeowner might receive if he decides to landscape his own yard instead of hiring a landscape design expert?

A) Control over the landscaping process and the final results
B) Feelings of pride and pleasure as he looks at the final results
C) A high degree of confidence in his own ability to landscape
D) The skills and knowledge of a landscape artist
E) Less expensive process than a professional landscaper would offer

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

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Question 33

True/False

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Customers do not contribute to quality service delivery when they ask questions.

The overall goal of a customer participation strategy is to:

Whether a customer assumes the role of competitor is unaffected by trust,control,or time.

Customer input can affect the service organization's productivity through both the quality of what they contribute and the resulting quality and quantity of output generated.

Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering one at the bakery.Her decision to bake her daughter's cake herself was based on this knowledge and the joy of seeing her daughter's face as she first looks at the wedding cake made by her mother.Kay's decision to produce the service herself was primarily guided by:

Nude bathing is the norm at the Tagoona lakefront beach.By prohibiting the wearing of clothes on weekdays,the Tagoona lakefront beach is:

Hyatt Hotels has installed automated check-in machines at some of its hotels.To check in and get a room key,guests insert a credit card into the machine.A guest using Hyatt Hotels' automated check-in machine is playing the role of a:

Joyce and Amber are both new mothers who are concerned about child-proofing their homes to keep their babies 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.Amber went on the Internet and found a Web site that told her exactly what she should do to make her house safe.Which of the service delivery roles did Amber perform?

Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering one at the bakery.What service delivery role is Kay performing?

Which of the following is an example of an SST?

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?

Discover Card has an automated inquiry system that enables card members to obtain their current balance,available credit,and payment information via telephone without speaking to an account representative.With its automated inquiry system,Discover Card is enhancing customer participation in the service process by:

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

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.

In which of the following service situations would customers have the highest level of participation?

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? What advice would you give the auction house if they wanted to improve the auction experience for customers like Lorenzo?

After Janine returned home from a vacation in California,she noticed that her new luggage had a five-inch tear in it.Rather than assume that the damaged luggage was a cost of flying and there was nothing to be done about it,she called the airline's customer service center.The person answering the phone at the center mailed her the instructions for getting her suitcase repaired at the airline's expense.Janine was pleased with the repair when the suitcase was shipped home about a month later.In this scenario,Janine played the role of:

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.