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Exam 12: Customers Roles in Service

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Question 1

Multiple Choice

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Customers who enjoy participating in the service delivery process are performing which of the following service delivery roles?

A) Customer mix manager
B) Competitor
C) Productive resource
D) Contributor to quality and satisfaction
E) Recruiter

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

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Question 2

Multiple Choice

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The Chatham Landing apartment complex offers tenants $200 off one month's rent for each new tenant referral.By rewarding tenants for making a tenant referral,Chatham Landing is encouraging tenants to perform which of the following customer jobs?

A) Helping oneself
B) Positioning the company
C) Promoting the company
D) Recruiting customers
E) Helping others

F) B) and C)
G) B) and E)

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Question 3

True/False

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When Brendan changes the oil in his truck,he is acting as a service competitor to the maintenance department at a car dealership.

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 wedding 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:

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 order to increase efficiency,business-to-business service providers have eliminated customer participation in service delivery.

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?

Defined as a combination of personal motivation,ability and role clarity,________ is a major factor in determining whether customers will try a new self-service option.

Individual differences exist in customers' desire to participate in the service process.

Each year representatives of college activities boards throughout the United States gather at regional National Association of College Activities (NACA) conventions to listen,talk to and hire acts for the upcoming school year.Auburn Moon,a talent agency from Philadelphia,is one of the vendors at the NACA conventions.The owner of this agency offers attendees at the conventions a free download of two or three songs by each of the acts she represents.Students can listen to the songs at their leisure and share the music with other decision makers on campus.With the free downloads,Auburn Moon is _____ about its entertainers.

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

Compatibility management is LEAST important in which of the following services?

_____ are services produced entirely by the customer without any direct involvement or interaction with the firm's employees.

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

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

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:

Customers are viewed as _____ when they produce a service for themselves.

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:

On site,the customer requires functional and chronological orientation.