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1. The level of service consumers actually expect from a service firm is the:
A. Adequate service level.
B. Desired service level.
C. Ideal service level.
D. Predicted service level.
E. Zone of tolerance.
2. ___?___ is the area between the adequate level of service and the desired level of service.
A. Consumer expectations.
B. Service quality.
C. Ideal service level.
D. Predicted service level.
E. Zone of tolerance.
3. According to Maslow¹s Hierarchy of Needs Model, the desire to be accepted by members of a family, groups, and other individuals is referred to as:
A. Physiological needs.
B. Safety needs.
C. Self-actualization needs.
D. Social-belongingness needs.
E. Self-esteem needs.
4. According to Maslow¹s Hierarchy of Needs Model, the need for food, shelter, and clothing is referred to as:
A. Physiological needs.
B. Safety needs.
C. Self-actualization needs.
D. Social-belongingness needs.
E. Self-esteem needs.
5. A consumer¹s wished-for level of service is the:
A. Adequate service level.
B. Desired service level.
C. Ideal service level.
D. Predicted service level.
E. Zone of tolerance.
6. ___?___ are temporary changes in the normal state of things.
A. Consumer expectations.
B. Predicted service level.
C. Self-actualization needs.
D. Situational factors.
E. Zone of tolerance.
7. According to Maslow¹s Hierarchy of Needs Model, the desire for status, esteem, and to be respected by others is referred to as:
A. Physiological needs.
B. Safety needs.
C. Self-actualization needs.
D. Social-belongingness needs.
E. Self-esteem needs.
8. The level of performance customers want or hope to receive from a service is the:
A. Adequate service level.
B. Desired service level.
C. Ideal service level.
D. Predicted service level.
E. Zone of tolerance.
9. ___?___ are the pretrial beliefs a consumer has about the performance of a service that are used as the standard or reference against which the service performance is judged.
A. Consumer expectations.
B. Service quality.
C. Self-actualization needs.
D. Situational factors.
E. Zone of tolerance.
10. According to Maslow¹s Hierarchy of Needs Model, the attainment by an individual of all he or she can be is referred to as:
A. Physiological needs.
B. Safety needs.
C. Self-actualization needs.
D. Social-belongingness needs.
E. Self-esteem needs.
11. According to Maslow¹s Hierarchy of Needs Model, the need for security, protection from physical harm, and avoidance of the unexpected is referred to as:
A. Physiological needs.
B. Safety needs.
C. Self-actualization needs.
D. Social-belongingness needs.
E. Self-esteem needs.
12. The ___?___ is the minimum level of service a consumer will tolerate and accept without being dissatisfied.
A. Adequate service level.
B. Desired service level.
C. Ideal service level.
D. Predicted service level.
E. Zone of tolerance.
13. All of the following are internal factors that impact consumer expectations except:
A. Individual needs of the consumer.
B. Level of involvement of the consumer.
C. Past experience of the consumer.
D. Service philosophy of the consumer.
E. Word-of-mouth communications received by the consumer.
14. Although external factors impact all four levels of consumer expectations, the primary impact is on the:
A. Adequate service level.
B. Desired service level.
C. Ideal service level.
D. Predicted service level.
E. Zone of tolerance.
15. The strongest external source of information used by consumers in forming expectations is:
A. Competitive options.
B. Word-of-mouth communications.
C. Advertising.
D. Service personnel.
E. Salespeople.
16. All of the following are situational factors that affect consumer expectations except:
A. Reason for the purchase.
B. The consumer¹s mood.
C. The weather.
D. Time constraints.
E. Service atmosphere.
17. Of the following, the group that has the greatest impact on consumer expectations is:
A. Internal factors.
B. External factors.
C. Firm-produced factors.
D. Service philosophy.
E. Situational factors.
18. The width of the zone of tolerance tends to be ___?___ related to the price of the service.
A. Positively.
B. Inversely.
19. Learning what customers expect, telling customers what to expect, and consistently providing the service customers expect should be used by service firms during the ___?___ to manage customer expectations.
A. Prepurchase phase.
B. Service encounter.
C. Postpurchase phase.
20. Tangible cues can have an impact on consumer expectations of a service during:
A. The prepurchase phase.
B. The service encounter.
C. The postpurchase phase.
D. All three phases.
E. None of the phases.