1. The idea in which a customer uses a process to analyze the level and cause of dissatisfaction with a service is:
A. Attribution theory.
B. Conditional value.
C. Role theory.
D. Uncertainty.
E. Risk.

2. The perceived utility provided when an alternative is chosen because of temporary situational factors that will enhance one of the consumption values is:
A. Conditional value.
B. Emotional value.
C. Epistemic value.
D. Functional value.
E. Social value.

3. The degree of importance or danger associated with an outcome of a service is the ___?___ component of risk.
A. Attribution.
B. Conditional.
C. Consequence.
D. Psychological.
E. Uncertainty.

4. The chance that the purchase of a service will not fit into an individualšs self concept is:
A. Financial risk.
B. Opportunity risk.
C. Physical risk.
D. Psychological risk.
E. Social risk.

5. The perceived value or utility an individual believes a specific choice provides is:
A. Conditional value.
B. Utility value.
C. Consumption value.
D. Social value.
E. Risk.

6. Exposure of consumers to the chance of injury, loss, or damage resulting from the purchase of a service is:
A. Attribution theory.
B. Consumption values.
C. Risk.
D. Role theory.
E. Script theory.

7. The feeling within a consumer derived from a purchase choice of a service is referred to as:
A. Conditional value.
B. Emotional value.
C. Epistemic value.
D. Functional value.
E. Social value.

8. Buyer and seller roles that are based on the type of service performed is:
A. Attribution theory.
B. Consumption values.
C. Risk.
D. Role theory.
E. Script theory.

9. ___?___ is the value acquired when a purchase decision is perceived to satisfy a desire for knowledge, provide novelty, or arouse curiosity.
A. Conditional value.
B. Emotional value.
C. Epistemic value.
D. Functional value.
E. Social value.
10. ___?___ is the learned sequence of behaviors that are expected from service personnel and customers.
A. Attribution theory.
B. Consumption values.
C. Risk.
D. Role theory.
E. Script theory.

11. The monetary loss incurred by a consumer if a service fails is:
A. Financial risk.
B. Opportunity risk.
C. Physical risk.
D. Psychological risk.
E. Social risk.

12. The actual interaction point between customers and service providers is the:
A. Postpurchase phase.
B. Prepurchase phase.
C. Service encounter.
D. Consequence component of risk.
E. Consumption value.

13. ___?___ is the perceived utility acquired when a particular choice provides utilitarian or functional benefits for consumers.
A. Conditional value.
B. Emotional value.
C. Epistemic value.
D. Functional value.
E. Social value.

14. The probability that a service will not meet with the approval from others who are significant to the consumer making the decision is called:
A. Financial risk.
B. Opportunity risk.
C. Physical risk.
D. Psychological risk.
E. Social risk.

15. ___?___ risk is involved when consumers must choose one service over another.
A. Opportunity risk.
B. Physical risk.
C. Psychological risk.
D. Social risk.
E. Time-loss risk.

16. The perceived utility acquired from making a purchase decision that is associated with a particular referent group is:
A. Conditional value.
B. Emotional value.
C. Epistemic value.
D. Functional value.
E. Social value.

17. The chance that a service will not perform or provide the benefit for which is was purchased is:
A. Performance risk.
B. Physical risk.
C. Psychological risk.
D. Social risk.
E. Time-loss risk.

18. Time lost by consumers due to the failure of a service is:
A. Performance risk.
B. Physical risk.
C. Psychological risk.
D. Social risk.
E. Time-loss risk.

19. The chance a service will actually cause physical harm to a customer is:
A. Performance risk.
B. Physical risk.
C. Psychological risk.
D. Social risk.
E. Time-loss risk.

20. The probability that a particular outcome or consequence will occur is the ___?___ component of risk.
A. Attribution.
B. Conditional.
C. Consequence.
D. Psychological.
E. Uncertainty.