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Exam 12: Customers Roles in Service Delivery

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Question 21

Multiple Choice

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Each year representatives of college activities boards throughout the U.S.gather at regional National Association of College Activities (NACA) conventions to listen,talk to,and hire acts for the upcoming school year.Auburn Moon from Philadelphia is one of the agencies that attends the NACA conventions.The owner of this agency prepares a CD that contains two or three songs by each of the acts she represents and gives them out to students at the conventions.Students can listen to the CDs at their leisure and share the music with other decision makers on campus.With the CDs,Auburn Moon is _____ about its entertainers and their abilities.

A) Motivating its customers
B) Positioning its customers
C) Managing the customer mix
D) Defining its customers' jobs
E) Educating its customers

F) A) and D)
G) B) and D)

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Question 22

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Even though some service providers would like to reduce customer participation in the service delivery,it cannot be done.

A) True
B) False

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Question 23

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What are the overall goals of a customer participation strategy?

The process of managing multiple and sometimes conflicting market segments is known as yield management.

When Tony got in line to pay for his groceries,he picked the line in which he was required to scan the prices of his groceries and bag them himself.He was pleased with his use of a(n) _______ because he could take extra care in getting his eggs home unbroken without the risk of a store bagger dropping a melon on top of them.

The process of managing multiple and sometimes conflicting customer segments is known as _____ management.

Landis was pleasantly surprised to find a "No Smoking" sign at his favorite pub.He had to limit his visits because he is allergic to cigarette smoke.Now he can visit as often and for as long as he likes.Landis was afraid the sign might hurt the pub's business,but he was pleased to discover how many of the pub's regulars felt the same way he did.The "No Smoking" sign served to:

Lorenzo attended his first antique auction last night.When he asked about bidding,he was told to get a bidder's number and that no bid would be accepted unless it was made by raising the card with the number on it.What kind of on-site orientation was Lorenzo being given?

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:

Moderate customer participation is required with marriage counseling.

Patients sitting in dental chairs are part of the _____ element of the services marketing mix.

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

Instead of having a hair stylist color her hair,Chandris prefers to dye her own hair.Which of the following roles is Chandris performing?

Restaurants with salad bars view customers as productive resources.

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?

Compatibility management:

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.

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

Whether a household or a firm chooses to produce a particular service for itself or contract externally for the service depends upon a non-economic factor that is referred to as:

Rewarding customers has no effect on their likelihood of performing their roles effectively.