13. Service delivery capacity may be adjusted by:

a. using part time employees

b. inviting customers to perform self-service

c. renting or leasing capacity

d. all of the above

e. none of the above

14. The following model describes how mood may result as the interaction of pleasure and

arousal:

a. Russells Model of Affect

b. the GAPS model

c. the Mehrabian-Russell Stimulus-Response Model

d. the SERVQUAL model

e. the Servicescape model

15. Service employees are extremely important for service firm success for the following reasons except:

a. are a core part of the product

b. may be trained to deal with service gaps

c. are a source of customer loyalty

d. represent the service firm in the eyes of the customer

e. determine productivity of front line operations

16. Policies, practices and procedures comprise:

a. the organizational culture

b. the service culture

c. the corporate folklore

d. the corporate culture

e. the service climate