A problem encountered by service companies that change high-contact services into low contact services is that the
Detailed Answer
C
2
High-contact services include which of the following examples?
Detailed Answer
D
3
Consumers look closely at service quality when comparing competing services because
Detailed Answer
D
4
Consumers service expectations are influenced by advertising, word-of-mouth
communication, and
Detailed Answer
B
5
Which one of the following is an intangible dominant product?
Detailed Answer
D
6
Beauticians find it difficult to market their product because the customer must be
involved in the production of the product (i.e., the facial). This problem illustrates which
one of the following unique features of services?
Detailed Answer
B
7
Kregger Rug Cleaning Service offers potential customers one room of carpet cleaned
free. Kregger makes this offer in an effort to satisfy which one of the following quality
areas for service?
Detailed Answer
B
8
After returning from a consultation with her accountant, Janice determined that the
service she received was poor because the accountant was rude and abrupt. The aspects of
the product that Janice assessed are called ------- qualities.
Detailed Answer
B
9
Which one of the following services is NOT labor intensive?
Detailed Answer
D
10
Which one of the promotion elements is probably the most powerful for services?