$1.$

Question $1$

When a customer buys a service product, compared to buying a goods product, what does the customer really buy?

$1$ point

Features

Benefits

Functions

Utility

$2.$

Question $2$

Which one of the following is not a unique characteristic of services?

$1$ point

Intangibility

Simultaneity

Perishability

Credibility

$3.$

Question $3$

What are the management challenges associated with the fact that customers are present, participate, or co$-$create values during the service delivery process? Choose the two most applicable ones.

$1$ point

Designing the role of customers

Designing the role of service employees

Designing the physical environment $($servicescape$)$ of the service delivery

Designing the task of service employees

$4.$

Question $4$

Why is balancing supply and demand so challenging for services? Choose the two most applicable causes.

$1$ point

Because services cannot be pre$-$produced and inventoried.

Because customer needs are so peculiar.

Because demand is highly time$-$variable while supply is relatively fixed over time.

Because service employees are humans.

$5.$

Question $5$

Offering service guarantees to customers is a way to preempt customer demand. What is the unique characteristic of services that triggers service managers' interest in offering such guarantees?

$1$ point

Perishability

Intangibility

Simultaneity

Heterogeneity

$6.$

Question $6$

According to the lecture, what causes customer evaluation to differ so widely across different customers for an identical service delivered by the same person in the same way at the same level of quality?

$1$ point

Price

Location

Customer expectation

Servicescape

$7.$

Question $7$

How is a service customer's satisfaction determined?

$1$ point

By the customer's mood

By the quality level of service delivered

By the difference between customer expectation and customer perception

By the difference between customer perception and service employee perception

$8.$

Question $8$

Is the following sentence true or false? In managing the quality of service, prevention is the only way to ensure quality.

$1$ point

$9.$

Question $9$

Is the following sentence true or false? Early bird specials offered by a restaurant are a way to cope with the perishability characteristic of a service business.

$1$ point

$10.$

Question $10$

Is the following sentence true or false? Service customers use servicescape as a clue for the quality of service.

$1$ point

$11.$

Question $11$

Is the following sentence true or false? Airlines are better off by selling airplane seats, which would otherwise go unsold, at a price higher than the variable cost of selling a seat than not selling it at all.

$1$ point

Your answer cannot be more than $10000$ characters.

$12.$

Question $12$

Is the following sentence true or false? Perceived service quality is same as the reality of the service.

$1$ point