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Exam 13: Customers Roles in Service Delivery

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Question 1

Essay

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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. What term should be used to describe this inquiry system?

Correct Answer

verified

Customer participati...

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Question 2

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

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

F) A) and D)
G) C) and D)

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verified

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Question 3

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The overall goal of a customer participation strategy is to:

After having a positive service experience at Lens Crafters when she had her eyes examined and purchased new contact lenses, Diane recommended Lens Crafters to two of her friends who were planning to get new eyeglasses. Diane is performing which of the following customer jobs?

Provider gap 3 would be created when:

A consumer who complains that the stain was not removed from her suit jacket is performing which of the following service delivery roles?

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

On site, customers require two kinds of orientation. They are place orientation and:

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?

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

Moderate customer participation is required with marriage counseling.

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

In which of the following situations will compatibility management be of little or no importance?

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

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

A service station that offers customers lower gasoline prices at a self-service pump compared to the prices at a full-service pump is:

After Japonica and DeShawn returned home from a vacation in California, Japonica 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. Japonica and DeShawn were pleased with the repair when the suitcase was shipped home about a month later. In this scenario, Japonica and DeShawn played the role of:

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

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.

In developing strategies for addressing customer involvement in service delivery, what does the organization do first?