Question 1

While the zones of tolerance may vary because of differing personality types,they are stable with relation to the importance of the service dimensions.

Accepted Answer

A) True 
 B)False

Question 2

Velma was preparing to take her first airplane trip in more than 20 years.One of the primary reasons why she has not flown is because she is over 6-feet tall and the closeness of the seats made her extremely uncomfortable.Just prior to making plane reservations,she saw an article in a travel magazine congratulating United and American Airlines for increasing the room between passenger seats.She did not have time to read the whole article-just the first paragraph.She made her reservations on United Airlines with the expectation that she would not have to feel like she was "shoe horned" into her seat.When she boarded the plane,she was struck with how close the seats appeared.It wasn't long before she learned that United had only increased the room for the first six rows and American had made sure that every seat had extra room.Velma's service expectation levels were shaped by:

Accepted Answer

A)   Explicit service promises and word-of-mouth communications
B)   Past experience and word-of mouth communication
C)   Implicit and explicit service promises
D)   Implicit service promises and predicted service
E)   Past experience and explicit service promisesF) A) and D)
G) None of the above

Question 3

After his home was burglarized,Rich became concerned about the safety of his wife and three children since he often traveled out-of-town on business.To prevent further burglaries and ensure his family's safety,Rich decided to purchase a home security system from ADT Security Systems.Rich's expectation that an ADT home security system will protect his family and prevent future burglaries is influenced by his ____________.

Accepted Answer

A)   Social needs
B)   Derived service expectations
C)   Personal service philosophy
D)   Perceived service alternatives
E)   Adequate service expectationsF) B) and D)
G) D) and E)

Question 4

John's flight on United Airlines from Chicago to San Francisco departed 2 hours late because of a snowstorm in Chicago.The snowstorm that delayed John's flight is a(n) :

Accepted Answer

A)   Personal service influence
B)   Spontaneous negative
C)   Predictable service influence
D)   Uncontrollable situational factor
E)   Temporary personal need hindranceF) All of the above
G) A) and C)

Question 5

Companies that ask customers about their service expectations raise the customers' levels of expectations.

Accepted Answer

A) True 
 B)False

Exam 3: Customer Expectations of Service

John's flight on United Airlines from Chicago to San Francisco departed 2 hours late because of a snowstorm in Chicago.The snowstorm that delayed John's flight is a(n) :

Correct Answer
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Correct Answer
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Companies that ask customers about their service expectations raise the customers' levels of expectations.

Correct Answer
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Correct Answer
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While the zones of tolerance may vary because of differing personality types,they are stable with relation to the importance of the service dimensions.

Correct Answer
verified

Exam 3: Customer Expectations of Service

John's flight on United Airlines from Chicago to San Francisco departed 2 hours late because of a snowstorm in Chicago.The snowstorm that delayed John's flight is a(n) :

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Companies that ask customers about their service expectations raise the customers' levels of expectations.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

While the zones of tolerance may vary because of differing personality types,they are stable with relation to the importance of the service dimensions.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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