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Exam 12: Customers Roles in Service Delivery

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Question 1

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Continental Airlines has installed automated ticket machines in its major airport terminals that enable passengers to purchase tickets,obtain boarding passes,and get seat assignments by inserting a credit card into the machine.A passenger using a Continental Airlines' automated ticket machine is playing the role of a:

A) Customer mix manager
B) Competitor
C) Productive resource
D) Contributor to quality and satisfaction
E) Recruiter

F) A) and B)
G) A) and C)

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Question 2

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Provider gap 3 would be created when:

A) A fast-food restaurant uses a frequency marketing program
B) An advertisement promises a full-body massage for $5
C) Employees refund customer's money if they complain about the service they received
D) A CPA's tax client neglected to provide her with any receipts or information about deductible expenses
E) Any of the above occurred

F) A) and B)
G) C) and D)

Correct Answer

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D

Question 3

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To save resources,hotels are asking guests to hang up their towels and reuse them if they are staying multiple nights.A guest who hangs up his towels is playing the role of a:

When a customer does not understand his or her role in the service delivery process,he or she is contributing to provider:

List the three major roles played by customers in service delivery.

_____ are services produced entirely by the customer without any direct involvement or interaction with the firm's employees.

New Bedford College requires all students who live in its dormitories to buy a meal ticket.The meal ticket is to be used in the cafeteria for all breakfasts,dinners,and five lunches every week for each week the college is in session.Students do not like to go to the cafeteria.They think it is unfriendly and institutional.All who can afford it eat off-campus unless the weather is bad.On bad-weather days,the cafeteria is busy with students,faculty,and staff.By the end of the day,it is also very messy because the cafeteria patrons do not clean up after themselves.Spilled food is on the floor and the tables.The cafeteria supervisor thinks that if the cafeteria patrons could be made to perform their role in service delivery that everyone would benefit.Suggest some possible strategies to enhance patron participation.

An airline that offers price discounts and "Internet Specials" for passengers who order tickets online is:

Whether a household or a firm chooses to produce a particular service for itself or contract externally for the service depends upon all of the following EXCEPT:

In order to increase efficiency,business-to-business service providers have eliminated customer participation in service delivery.

Compatibility management is most important in which of the following services?

On the military base where Micah is stationed,there is a large,well-stocked garage where he can take his car to do necessary maintenance.The garage charges modest space and tool rental fees.Micah really enjoys tinkering with the engine,but he's not very knowledgeable.That's why he's glad that there is a trained mechanic on duty at the garage.The mechanic will answer Micah's questions and check his work to make sure that he has done nothing to damage his car's engine.Micah was especially proud of himself when he replaced his carburetor recently.Which of the following service delivery roles is Micah,the customer,performing?

For a tax audit,Shameika brought all of her tax records for the last three years to her CPA's office.There the CPA,with Shameika's help,tried to reconstruct what had happened during that time period.What kind of consumer presence is required here?

Describe what an organization needs to do first to develop strategies for addressing customer involvement in service delivery.

Drugstores,airports,supermarkets,and service stations are all using SSTs.

A plastic surgeon who wants his patients to watch a video on rhinoplasty before they have a "nose job" is trying to educate his patients so they can have a higher level of participation in the process.

What kind of consumer presence is required when Josefina has the oil changed in her 2001 Ford Taurus?

After having a positive service experience at Lens Crafters when she had her eyes examined and purchased new contact lenses,Diane recommended Lens Crafters to two of her friends who were planning to get new eyeglasses.Diane is performing which of the following customer jobs?

When Alicia went to talk to a cleaning service about having the carpets in her apartment shampooed,she was told that if she would rent the service's equipment and do it herself,it would cost her 50 percent less and be done much sooner because the service's personnel were booked solid for the next two weeks.The cleaning service is:

Michael Anthony performs on college campuses as a hypnotist.He typically invites members of the audience up on stage to be hypnotized while the rest of the audience watches.Consider the following statement: "Experiencing a Michael Anthony performance requires the same amount of audience participation as attending a symphony concert." Is it right or wrong?