32, A fitness facility (i.e., gym or aerobics center) that is located in downtow

Question

32, A fitness facility (i.e., gym or aerobics center) that is located in downtown Baltimore uses a strategy of providing unique services not matched by the competition to its customers. This service strategy emphasizes which of the following? a. b. c. d. Overall cost leadership Differentiation Standardization None of the above 33. Which one of the following is not a characteristic of a production-line approach to provide a service? a. Division of labor b. Substitution of technology for people c. Standardization of the process d. High employee autonomy in task execution d service provided 34. A "moment of truth" a. b. c. Is not an opportunity to influence a customer's perception of the service guality. Is not critical in achieving a reputation for superior quality Does not occur when the customer is forming an opinion about the efficiency of the scrvice. d. Is an interaction between a customer and a service provider. 35. The most important attribute of customer-contact personnel is: a. education. b. intelligence c. empathy for the customer d. None of the above 36. Consider the following vignette. Aboard the cruise ship Royal Majesty, a breakfast diner complains to the waiter that the meal is cold. The waiter sends the meal back to the kitchen and returns shortly with a plate of steaming eggs and bacon. The customer refuses the meal. Rattled, the waiter expresses his confusion to the manager. This breakdown in customer interaction can best be described as a. b. c. d. unacceptable service. slow performance. unacceptable treatment of employees. unreasonable demands.

Explanation / Answer

32. Differentiation because its a unique services

33. High employee autonomy isnt part of production line approach

34. is an interaction between a customer and service provider

35. empathy for the customer

36. Unreasonable demands. As the customer repeatedly refused the meal

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