California State University, Sacramento

MKTG

TRUE/FALSE QUESTIONS

1)Secondary service features are the features that the customer himself adds to the service.

 

 

2. Pricing has no negative effect on customer loyalty.

 

3. If the expected service falls below the perceived service, customers are disappointed.

 

 

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

 

 

 

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

 

 

 

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

 

 

 

7. The zone of tolerance for a service is the perceived economic benefits in relationship to the economic costs.

 

 

 

8. 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.

 

 

 

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

 

 

 

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

 

 

11. 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.

 

 

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