Services Marketing 6th Edition By Valerie Zeithaml – Test Bank

1.

Which of the following statements about customer satisfaction and service quality is true? 
 

A.  Customer satisfaction is a focused evaluation that reflects the customer’s perception of specific dimensions of service like reliability and responsiveness

B.  Service quality is more inclusive than customer service

C.  It is correct to use the terms customer service and service quality interchangeably

D.  Customer satisfaction is influenced by perceptions of service quality

E.  None of the above statements about customer satisfaction and service quality is true

2.

Which of the following can influence how satisfied a customer is with a service? 
 

A.  Customers’ emotions

B.  Product features

C.  Customers’ perception of service quality

D.  Uncontrollable situational factor

E.  All of the above

3.

Which of the following incidents is likely to influence a customer’s perception of service quality of an appliance store? 
 

A.  A late night call to the store’s service department

B.  The relationship the customer has established with the store after buying several different appliances

C.  A salesperson’s explanation of extended warranty service

D.  The welcoming atmosphere of the store

E.  All of the above

4.

Which of the following statements about customer satisfaction is true? 
 

A.  Satisfaction cannot be defined quantitatively

B.  Customer satisfaction can only be analyzed if it is considered to be a static occurrence

C.  Customer satisfaction can only be determined through anecdotal evidence

D.  Satisfaction may be associated with feelings of ambivalence when there is a mix of positive and negative experiences

E.  Customer satisfaction is not influenced by price

5.

Business travelers today are more likely to order room service than ever before. A tired piece of chicken in a congealed sauce kept company by a heap of wilted lettuce will likely cause the customer to think negatively about his or her hotel stay. This is an example of how _____ influences customer satisfaction. 
 

A.  The salesperson’s emotional state

B.  Problems with perceived equity

C.  A product feature

D.  Service validity

E.  Service attribution

6.

Because Virginia’s brother died while he was cashing a check at the local bank, Virginia has always hated any type of banking. When it became necessary for her to go to the bank to empty her brother’s safe deposit box, she complained the whole time about the inept service, the too-cold air conditioning, and the poor parking. Virginia’s customer satisfaction was adversely influenced by: 
 

A.  Poor service quality

B.  Her perception of service quality

C.  Her emotional state

D.  Her attributions for service success

E.  Her perception of equity

7.

Gwen’s first trip to an amusement park was as a chaperone for a class of first-grade students who were allowed to fill up on sugar on the bus trip to the park. By the end of the day, Gwen was very frustrated and very tired. Later when she revisited the amusement park, Gwen could not enjoy the experience because she kept remembering how miserable she had been acting as a chaperone. Gwen’s satisfaction with amusement parks was adversely influenced by: 
 

A.  Poor service quality

B.  Her perception of service quality

C.  Her emotional state

D.  Her attributions for service success

E.  Her perception of equity