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Exam 3: Customer Expectations of Service

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Question 21

True/False

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Customers' adequate service levels are less stable than their desired levels.

A) True
B) False

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Question 22

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The highest customer expectations are referred to as _____ expectations.

A) Normative
B) Acceptable
C) Ideal
D) Ego-satisfying
E) Id-oriented

F) A) and B)
G) D) and E)

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Question 23

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An important influence in desired service expectations is ____________,the customer's underlying generic attitude about the meaning of service and the proper conduct of service providers.

As a teenager,Louis spent his summers as a lifeguard.When he and his children went to swim at a public swimming pool,he noticed its lifeguards seemed to spend all of their time flirting with each other and not watching for swimmers in distress as Louis had been taught to do.Because of his __________,Louis had his children pack up their belongings and leave the pool.

Which of the following statements about predicted service is true?

Hurricanes and tornadoes that affect a large number of people are examples of personal situational factors.

As the number of perceived service alternatives increases,the level of adequate service _____ and the zone of tolerance _____.

Hildy's children are giving her a weekend trip to a Lake Tahoe resort.Their expectations of the amenities and services the resort will provide are much higher because they are planning the trip for their mother's approval rather than for their own use.This is an example of a(n) _____ expectation.

Lillie worked as a caterer when she was in college.She was highly critical of the caterer and its staff that her parents selected for their 50^th anniversary party.Lillie's attitude about how a caterer should act reflects her:

A human resources manager who is hiring a sales trainer to improve the company's sales close rate will be concerned whether the trainer will provide the needed tools and motivation to perform his or her job.The human resources manager wants the company's top management and its sales force managers to approve of his selection of trainer.This is an example of a(n) _____ expectation.

_____ service is the level of service the customer hopes to receive.

Amber wants to get her ears pierced.In the community in which she lives,she can get them pierced at a jewelry store in a strip mall.She can get them pierced at the local tattoo parlor or have them pierced by a friend's mother who happens to be a nurse.Amber's mother has threatened her with dire punishment if she has them pierced and then gets an infection because the person who pierces them was inept or unsanitary.Amber chose the nurse because of a(n) _____,which makes her believe it is the method her mother will most approve of.

When Joan woke up this morning,she felt terrible.She had a headache,sore throat and upset stomach.She called her doctor's office,explained her condition to the receptionist and asked if she could make an appointment to see the doctor as soon as possible that day since she was going on vacation tomorrow.Joan desired expectation to see her doctor the same day she became sick resulted from a(n) :

A(n) _____ expectation occurs when customer expectations are driven by another person or group of people.

If customers believe they have multiple service providers to choose from for a particular service,or if they can provide the service for themselves,their levels of adequate service are _________ those of customers who believe it is not possible to get better service elsewhere.

________ is the level of service that customers believe they are likely to get during an impending transaction or exchange.

Word-of-mouth communication about a service may be either personal or nonpersonal,but it is always verbal.

Customers typically notice service when it falls outside the zone of tolerance.

Zones of tolerance are a source of desired expectations.

Explicit service promises are defined as any non-personal,paid-for communication between the customer and the seller.