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Homework answers / question archive / University of Houston, Downtown MBA 6208 1)Leos manager has asked him and his teammates to demonstrate caring towards customers

University of Houston, Downtown MBA 6208 1)Leos manager has asked him and his teammates to demonstrate caring towards customers

Management

University of Houston, Downtown

MBA 6208

1)Leos manager has asked him and his teammates to demonstrate caring towards customers. They are instructed to learn customers' names, and use names while interacting with them. Repeat customers should get special attention, and the team members should remember their preferences and habits. The manager is asking the team to be  .

  1. assuring
  2. candid
  3. empathetic
  4. reliable
  5. responsive

 

  1. Gloria goes to the same bagel shop every morning because the workers there remember her name and remember her order. They always make her feel welcome. The employees of this bagel shop excel at which of the following determinants of service quality?
  1. reliability
  2. responsiveness
  3. assurance
  4. empathy
  5. tangibles

 

  1. The zone of                       is a range where a service dimension is deemed satisfactory, anchored by the minimum level consumers are willing to accept and the level they believe can and should be delivered.
  1. immunity
  2. tolerance
  3. reliability
  4. assurance
  5. flexibility

 

  1. According to the dynamic process model, two different types of expectations have opposite effects on perceptions of service quality. One of these is that  overall service quality.
  1. increasing customer expectations of what the firm will deliver improve the perceptions of
  2. increasing customer expectations of what the firm will deliver decrease the perceptions of
  3. decreasing customer expectations of what the firm should deliver decrease the perceptions of
  4. decreasing customer expectations of what the firm will deliver improve the perceptions of
  5. increasing customer expectations of what the firm should deliver improve the perceptions of

 

  1. When customers calculate the perceived economic benefits of a continuously provided service in relationship to the economic costs, they are gauging the   equity.
  1. private
  2. brand
  3. payment
  4. customer-service
  5. product-service

 

  1. A(n)            interface refers to any place at which a company seeks to manage a relationship with a customer, whether through people, technology, or some combination of the two.
  1. customer-service
  2. product-customer
  3. tangible user
  4. attentive user
  5. crossing-based

 

  1. Pricing has no negative effect on customer loyalty.

 

  1. If expected service falls below perceived service, customers are disappointed.

 

  1. Responsiveness is a company's willingness to help customers and provide prompt service.

 

  1. Reliability refers to the company's willingness to help customers and provide them with prompt service.

 

  1. The appearance of physical facilities, equipment, personnel, and communication materials are the tangibles that convey service quality to consumers.

 

 

  1. The zone of tolerance for a service is the perceived economic benefit in relationship to the economic cost.

 

  1. Aida decided to switch doctors after she had to wait two and a half hours at her scheduled appointment to see her doctor. She experienced the ethical problem factor that leads to customer switching behavior.

 

 

  1. The payment equity for a service is a range from the minimum level of service consumers are willing to accept to the level they believe can and should be delivered.

 

 

  1. A customer-service interface is defined as any place at which a company seeks to manage a relationship with a customer.

 

 

  1. Regular maintenance and repair costs are known as                    costs.
  1. service contract
  2. out-of-pocket
  3. fixed
  4. facilitating services
  5. value-augmentation

 

  1. A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value gives the cost.
  1. service warranty
  2. out-of-pocket
  3. life-cycle
  4. facilitating services
  5. value-augmentation

 

  1. Expensive equipment manufacturers not only install the equipment but also train the staff and undertake the maintenance and repair activities of the equipment. By doing so, they are providing        .
  1. payment equity
  2. value-augmenting services
  3. differential pricing
  4. facilitating services
  5. a primary service package

 

  1. When Johnson Controls reached beyond its climate control equipment and components business to manage integrated facilities by offering products and services that optimize energy use, it was said to be providing                                                                                                                                                                                                        .
  1. facilitating services
  2. a primary service package
  3. value-augmenting services
  4. service contracts
  5. service warranties

 

  1. When sellers agree to provide free maintenance and repair services for a specified period of time at a specified contract price, they are offering           .
  1. a complementary service
  2. payment equity
  3. a service blueprint
  4. differential pricing
  5. an extended warranty

 

  1. If the length of downtime increases, the cost incurred decreases.

 

  1. A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value is known as the product's activity cost.

 

 

  1. Out-of-pocket costs are what the customer spends on regular maintenance and repair costs.

 

  1. Value-augmenting services include installation, staff training, maintenance and repair services, and financing.

 

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