Marketing - Study Mode
[#206] The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the ________ dimension.
Correct Answer
(D) assurance
Explanation
Solution: The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the assurance dimension. SERVQUAL is a multi-dimensional research instrument, designed to capture consumer expectations and perceptions of a service along the five dimensions that are believed to represent service quality.
[#207] __________ is an example of a service where the customer typically goes to the service organization
Correct Answer
(D) The theatre
Explanation
Solution: The theatre is an example of a service where the customer typically goes to the service organization. A service club or service organization is a voluntary non-profit organization where members meet regularly to perform charitable works either by direct hands-on efforts or by raising money for other organizations.
[#208] Research has shown that customers are more likely to choose a self-service channel if they have ____________.
Correct Answer
(B) a preference for convenience
Explanation
Solution: Research has shown that customers are more likely to choose a self-service channel if they have a preference for convenience. Self-service allows you to provide online support to your customers without requiring any interaction with a representative from your company.
[#209] _________ are complaints that are expressed without the expectation that the problem will be solved.
Correct Answer
(D) non-instrumental
Explanation
Solution: Non-instrumental are complaints that are expressed without the expectation that the problem will be solved.
[#210] During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up which was much later than the customer had anticipated. As a result, the recovery effort violated the customer’s ___________ justice need.
Correct Answer
(B) procedural
Explanation
Solution: During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up which was much later than the customer had anticipated. As a result, the recovery effort violated the customer’s procedural justice need.