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Exam 13: Customers Roles in Service Delivery

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Question 31

Multiple Choice

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Roger Simpson is an event planner who specializes in planning family reunions. He typically works with one or two members of the family who provide him with all the family-related information. If a family reunion planner refuses to provide Simpson information about Uncle George and his descendents because he did not like Uncle George, that family member will have contributed to the widening of provider _____ by preventing Simpson from doing his job to the best of his ability.

A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4
E) Gap 5

F) A) and E)
G) All of the above

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Question 32

Multiple Choice

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Whether a household or a firm chooses to produce a particular service for itself or contract externally for the service depends upon all of the following EXCEPT:

A) Psychic rewards
B) Trust
C) Empathy
D) Resource capacity
E) Control

F) A) and B)
G) A) and C)

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Question 33

Multiple Choice

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Chatham Landing, an apartment complex in Orlando, Florida, 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?

Continental Airlines has installed automated ticket machines in its major airport terminals that enable passengers to purchase tickets, obtain boarding passes and get seat assignments by inserting a credit card into the machine. A passenger using a Continental Airlines' automated ticket machine is playing the role of a:

Michael Anthony performs on college campuses as a hypnotist. He typically invites members of the audience up on stage to be hypnotized while the rest of the audience watches. What is wrong with the following statement: "Watching Michael Anthony entertain requires the same amount of audience participation as attending a symphony concert."?

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:

The process of managing multiple customer segments is called _____ management.

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

To save resources, hotels are asking guests to hang up their towels and reuse them if they are staying multiple nights. A guest who hangs up his towels is playing the role of a:

What are the overall goals of a customer participation strategy?

A plastic surgeon who wants his patients to watch a video on rhinoplasty before they have a "nose job" is trying to educate his patients so they can have a higher level of participation in the process.

What kind of consumer presence is required during physical therapy after hip replacement surgery?

List the three major roles played by customers in service delivery.

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

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

Drugstores, airports, supermarkets and service stations are all using SSTs.

How can customers contribute to quality 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?

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

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