Buzzcom, a telecom company, has stores which are distinctively designed using a stunning colour scheme of orange and black. This is an example of the servicescape as a facilitator.

Select one:

True

False

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Raul lives in London, England. To plan for his upcoming vacation to Greece, he will either use Mainstream travel agency, First Choice travel operations, or plan it by himself. These three make up Raul's _______ set.

Select one:

a.Evoked

b.Perceived

c.Awareness

d.Knowledge

e.Recall

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Russell found it convenient that his bank had a well-designed, functional facility and had different sections for transactions, customer queries and other financial services. It helped him complete his transactions quickly. Which of the following roles does the servicescape of the bank play?

Select one:

a.Facilitator

b.Socialiser

c.Package

d.Differentiator

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Home Design is a reasonably priced source for home decorating items like bronze bookends and silver candlesticks. Until its recent remodelling, customers who happened to visit the store were often disappointed because they expected the store to be a discount store. The front of the store had some masonry damage. Its car park needed repaving. Its store windows were stained, and one was cracked. Now customers who enter the store expect to find unique decorating items because the outside of the store is so tastefully done. This change in servicescape was a way to narrow provider _______ of the gaps model of service quality.

Select one:

a.Gap 3

b.Gap 1

c.Gap 4

d.Gap 2

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The Wayfarer, a hotel chain, gives customers a detailed view of its various locations, rooms and tariffs on its website. Which of the following is this an example of?

Select one:

a.Environmental psychology

b.Social interactions

c.Virtual servicescape

d.Entertainment retail

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The 25th Hour Inc. is a business that runs errands for people. Its employees have been called in to care for a toddler when her mother went into labour, to buy groceries for a mother who wanted to attend her child's soccer game, and to decorate for parties. If any customer is not completely happy with the service The 25th Hour provides, its employees are told to immediately refund the customer's money (less any expenses) as soon as the complaint is made known. This sort of service recovery policy helps to narrow provider _______ of the gaps model of service quality.

Select one:

a.Gap 4

b.Gap 2

c.Gap 1

d.Gap 3

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'I can rely on my mobile phone service anywhere I go. Even when I am travelling abroad, I do not have to worry as the service continues'. Which of the following best describes the customer's benefits from the customer-firm relationship?

Select one:

a.Social benefits

b.Special treatment benefits

c.Confidence benefits

d.Economic benefits

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To close the customer gap, the gaps model of service quality suggests the _______ gaps need to be closed.

Select one:

a.Provider

b.Services marketing

c.Service dimensions

d.4 Ps

e.Value

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_______ qualities are attributes a consumer can determine prior to purchasing a product.

Select one:

a.Credence

b.Experience

c.Evidential

d.Search

e.Consequential

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Following the acquaintance relationship, in the evolution of customer relationships, is the customers as _______ stage.

Select one:

a.Partners

b.Friends

c.Supporters

d.Allies

e.Associates