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Baines, Fill, & Rosengren: Marketing 4e

Chapter 15: Multiple choice questions


Answer the following questions and then press 'Submit' to get your score.

Question 1

Services are characterized by five distinct characteristics. These are:

Question 2

The extent to which a service envelops a product varies according to a number of factors. Which of the following is NOT one of the factors?

Question 3

People have to physically present themselves so that they become immersed within the service process. This type of service process is referred to as:

Question 4

These types of services try to shape attitudes or behaviour. In order to achieve this, these services have to be oriented to people's minds, This is referred to as:

Question 5

Which of the following is not one of the service processes?

Question 6

This is when customers visit the service facility so that they are personally involved throughout the service delivery process:

Question 7

A framework categorizes different services, which, in turn, influence the degree to which market offerings can be evaluated, and three main properties are identified:

Question 8

___________ is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.

Question 9

A disconfirmation model and is based on the difference between the expected services and the actual perceived service is called::

Question 10

If an advertisement shows the interior of a train with comfortable seats and plenty of space yet a customer boards a train only to find a lack of space and hard seating. This is an example of:

Question 11

The train operator understands customer desire for a comfortable seat but fails to specify how many should be provided relative to the anticipated number of travellers on each route. This is an example of:

Question 12

Which of the following is best understood as a period of time during which a customer interacts directly with a service?

Question 13

________________ occur(s) where there is no prior history of exchange and no future exchanges are expected between a buyer and seller.

Question 14

An approach that encompasses a wide range of relationships, not just with customers, but also those that organizations develop with suppliers, regulators, government, competitors, employees, and others, is referred to as:

Question 15

A customer relationship lifecycle consists of four main stages:

Question 16

Which of the following is not a main stage in a customer relationship lifecycle?

Question 17

Sellers encourage buyers to purchase increased quantities, to try other products, to engage with other added-value services, and to vary delivery times and quantities. These activities occur in:

Question 18

This is a true form of loyalty and is driven by personal identification with real or perceived values and benefits. This is referred to as:

Question 19

It has been claimed that the three major outcomes from the development of relationship trust are satisfaction, ___________, and continuity (Pavlou, 2002).

Question 20

When there is little or no personal contact between customer and service provider, this is classified as: