37. Some firms go far and beyond just mecting their customers\' expectations. Th

Question

37. Some firms go far and beyond just mecting their customers' expectations. They listen to its customers, expand upon their customers' expectations, and achieve ever increasing levels of performance that competitors find difficult to match. In terms of "stages of service firm competitiveness", such service companies are: a. Available-for-servicc b. Considered Journeymen a. Deliver world-class service b. (a) and (b) above. 38. Services can create barriers to entry by: a. using economies of scale. b. creatin c. using databases and information technology. d. all of the above. g switching costs. 39. Which of the following is an increase in scrvice complexity? a. b. c. d. A supermarket adds a florist shop A restaurant switches from "house salad" to a salad bar with 40 items. A health spa hires a massage therapist. All of the above. 40. Which of the following is usually NOT appropriate when the strategy of overall cost leadership is used? a. Offer as many different services as possible to spread overhead costs. b. Concentrate on routine/standardized services c. Replace labor with capital where possible. d. Perform some service activities off-line at a centralized site. 41. Which of the following is true about services? The customer is the input. The customer takes an active part in the service. Compared to goods, capacity management of services is more difficult to manage a. b. c. d. Production and consumption occur simultancousl;y e. All of the above are truc 42. The most common reason for difficulties during the interaction of customers and contact personnel is: b. a technical breakdown in service delivery c. incompetent contact personnel. d. a lack of attention to detail by contact personnel

Explanation / Answer

Q37) Answer is c. Deliver world-class service

Q38) Answer is b. creating switching costs

Q39) Answer is a. A supermarket adds a florist shop

Q40) Answer is a. Offer as many different services as possible to spread overhead costs

Q41) Answer is e. All of the above are true

Q42) Answer is a. unreasonable demands

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