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Chapter: 9 -Problem: 8 >> Does the Amazon Mechanical Turk outlined in the Sustainability and Services in Action feature provide a way of growing wealth in underdeveloped countries or parts of society or a way of exploiting people?
Answer Preview: Under the terms of the agreement, requesters can reje…

, Chapter: 11 -Problem: 10 >> Go to http://www.theacsi.org/ and click on “ACSI Scores & Commentary.” Next, click on “ACSI Quarterly Scores.” Based on the four quarters of information available, develop a “Top Ten” list for those firms that score highest in customer satisfaction. In addition, develop a “Bottom Ten” list for those firms that score lowest in customer satisfaction. Compare the two lists and comment on the major di
Answer Preview: This difference exists because of the reason that these companie…

, Chapter: 14 -Problem: 8 >> How do service defectors differ from other defector types?
Answer Preview: Product defectors switch to competit…

, Chapter: 9 -Problem: 9 >> Review the Job Board E-Services in Action feature. Have job boards helped firms recruit service providers or not?
Answer Preview: Job boards help firms recruit service providers, as i…

, Chapter: 9 -Problem: 5 >> To what extent do the tightly defined service benefit propositions for such things as fast food restaurants preclude empowerment and enfranchisement? What kind of job enrichment programs can be used?
Answer Preview: A branded service organization that guarantees consistency of product and service across multiple l…

, Chapter: 10 -Problem: 3 >> Choose an example from your own experience of a service business that “changed the script” for their consumer. Suggest why they might have made the change and the problems it created.
Answer Preview: They might have made the change because the consumers wanted a wider range of services. This chan…

, Chapter: 1 -Problem: 5 >> How would your servuction model, discussed in question 4, change as you describe the experience at a local restaurant?
Answer Preview: I would servuction model by providing high-quality, tasty food quickly and …

, Chapter: 2 -Problem: 8 >> Explain how reward systems affect ethical behavior.
Answer Preview: The reward system of an organization often dictates the behavior of its employees, and it does not take employees …

, Chapter: 9 -Problem: 1 >> How many different roles does Steven Slater, the cabin attendant in the opening vignette, play? Are they all subordinate service roles? Do the multiple roles produce role conflict and ambiguity for Steven? How do the different roles affect consumers?
Answer Preview: As a member of boundary-spanning personnel, Steven had the dual role of representing the business to …

, Chapter: 1 -Problem: 4 >> Utilizing the servuction model, describe your classroom experience.
Answer Preview: Utilizing the servuction model in my classroom, it entailed the ab…

, Chapter: 9 -Problem: 2 >> Describe a recent experience of inter-client conflict within a service setting and the role taken by the service provider. Is this the kind of situation for which the organization could create policies and procedures or provide service provider training?
Answer Preview: Inter-client conflicts arise because many service delivery systems have multiple cli…

, Chapter: 10 -Problem: 1 >> Give an example of a service experience in which you participated that was poor because of the presence of a novice customer. What was it that the novice did that identified that person as a novice? Describe the consequences for the expert consumer in terms of the theatrical analogy.
Answer Preview: Novice consumers may disrupt the service process by failing to comply with procedures or they may …

, Chapter: 10 -Problem: 4 >> Who are the service providers in the Depop model? How much of the work is being done by the consumer?
Answer Preview: The Depop company provides the service of …

, Chapter: 11 -Problem: 4 >> Should a company always try to achieve 100 percent customer satisfaction? Please explain.
Answer Preview: Not necessarily. Investing in customer satisfaction improvements is …

, Chapter: 15 -Problem: 5 >> What is organizational culture? Why is it important?
Answer Preview: A service firms culture is the shared values and beliefs that drive …

, Chapter: 4 -Problem: 8 >> Discuss the managerial implications of the production, acquisition, use, and disposal sequence during the consumption stage. How does this sequence differ for goods and services? What are the managerial implications associated with this difference?
Answer Preview: The consumption stage is more complex for services in c…

, Chapter: 2 -Problem: 4 >> Compare changing from an agricultural economy to an industrial economy with moving from an industrial economy to a service economy.
Answer Preview: In 1850, 65% of the population was connected to farming. During this period, many v…

, Chapter: 4 -Problem: 3 >> Discuss the different types of risk.
Answer Preview: Five types of risk have been identified: 1. Financial risk…

, Chapter: 2 -Problem: 7 >> What type of company has more difficulties controlling the ethical behavior of its employees—a centralized firm or a decentralized firm? Please explain.
Answer Preview: Because of the physical distance from the main office in…

, Chapter: 9 -Problem: 3 >> Are airline pilots part of the service experience for passengers? How can they use their “professional” status to support cabin attendants?
Answer Preview: Yes, pilots are service providers and part of the service experience. As a …

, Chapter: 4 -Problem: 10 >> Explain the relevance of the perceived-control perspective with specific reference to behavioral control and cognitive control as each relates to the post-consumption stage.
Answer Preview: The perceived control perspective is a post-purchase stage model in which consumers eva…

, Chapter: 10 -Problem: 5 >> How different is the NEO Window Shopping script from the traditional window shopping script? How many different “analogous scripts” would consumers have to draw on to build their expertise in using the window? How else can the consumer learn the script? Search YouTube.com with the term “Adidas Interactive Window” to view the video.
Answer Preview: The script varies in that the wind…

, Chapter: 10 -Problem: 2 >> Describe a service environment in which the physical design, signage, or layout makes it easy to understand the script. Describe another where the environment makes it very difficult to understand the role of and the script of the consumer.
Answer Preview: a. The service environment entails a restaurant in which the staff are dressed in uniforms. The staff's regular role, as well as their intent can thu…

, Chapter: 8 -Problem: 8 >> Develop strategies for a service firm that would enhance the firm's touch and taste appeals.
Answer Preview: Engaging in face-to-face communications, …

, Chapter: 5 -Problem: 9 >> Discuss the steps for developing a meaningful blueprint.
Answer Preview: The first step in the process is to elicit scripts from both employee…

, Chapter: 8 -Problem: 10 >> Go to www.colorquiz.com and complete the quiz. Do you agree or disagree with your psychographic profile that was generated based on your color selections?
Answer Preview: I disagree with the psychographic profile that was genera…

, Chapter: 9 -Problem: 4 >> Collect a selection of advertisements that make promises that will be difficult to deliver within the service experience. As a service provider in those businesses, how would you react to them?
Answer Preview: Marketing may recommend a change in operating procedure in order to improve the quality o…

, Chapter: 12 -Problem: 4 >> Interview a member of a restaurant’s wait staff. Provide five standards that are provided to them by management pertaining to greeting and serving their customers.
Answer Preview: 1. The waitstaff should always greet the customer within a minute of them being s…

, Chapter: 9 -Problem: 7 >> A retail chain is proposing to subscribe to the Open 4 Sale service described in the Global Services in Action feature and to introduce it as an added value service to all its customers. Discuss the service provider issues that would need to be addressed before the launch.
Answer Preview: Retail sales personnel would need to be on board with t…

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9 Reviews for Services Marketing: Concepts, Strategies, & Cases Textbook Questions And Answers