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Question: A boundary system defines limits to employee___
- A. Beliefs
- B. Attitudes
- C. Culture
- D. Initiative
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Question: A mode in which the customer is in physical proximity with a human service provider is called___Encounter
- A. Technology based
- B. Technology free
- C. Technology assisted
- D. Inventory
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Question: A regression model based on several___variables can be used to forecast performance
- A. Independent
- B. Dependent
- C. Proxy
- D. Mixed
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Question: A service is a time___Intangible experience
- A. Based
- B. Bound
- C. Perishable
- D. Produced
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Question: A university campus with different department where students can take different classes is an example of___layout
- A. Product
- B. Process
- C. Fixed
- D. Mixed
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Question: A website has become a___Location for e commerce firms
- A. Real
- B. Virtual
- C. New
- D. Modern
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Question: A well conceived Servicescape will encourage an___behavior
- A. Avoidance
- B. Approach
- C. Normal
- D. Neutral
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Question: Acquiring and holding prime locations before the market has developed can create___barrier
- A. Cost
- B. Entry
- C. Exit
- D. Profit
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Question: As customers are involved in the service systems, innovations tend to be___
- A. Evolutionary
- B. Revolutionary
- C. Constructive
- D. Destructive
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Question: Centralization of back office leads to___
- A. Specialization
- B. Cost economies
- C. Scale economies
- D. Diversification
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Question: Choice of___Is an approach to communicate values
- A. Uniform
- B. Language
- C. Culture
- D. Rules
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Question: Competitive clustering is a reaction to observed consumer behavior when they choose among___
- A. Customers
- B. Suppliers
- C. Clients
- D. Competitors
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Question: Competitive clustering is commonly used for___goods
- A. Shopping
- B. Luxury
- C. Specialty
- D. Niche
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Question: Competitive positioning refers to the method by which firms establish itself relative to its___
- A. Customers
- B. Clients
- C. Competitors
- D. Suppliers
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Question: Countries still in primary stage of development are based on___
- A. Production
- B. Operation
- C. Agriculture
- D. Services
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Question: Customer participation in services increases the degree of___
- A. Standardization
- B. Customization
- C. Absorption
- D. Education
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Question: Customer satisfaction drives customer___
- A. Happiness
- B. Feedback
- C. Attitudes
- D. Loyalty
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Question: Customers are interested not only in price, but also in the cost of___Service
- A. Acquiring
- B. Delivering
- C. Relating
- D. Comparing
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Question: Customers can see and feel a product, for service customers must rely on the___Of the service provider
- A. Profitability
- B. Reputation
- C. Advertisement
- D. Publicity
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Question: Customers posses a variety of___that are learned for use in different service encounters
- A. Scripts
- B. Norms
- C. Rules
- D. Roles
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