Customer Behavior in a Services Context

Question : Which of the following is NOT a type of perceived risk according to the passage?

• Functional risk

• Sensory risk

• Nutritional risk

• Psychological risk

Question: How are service providers similar to actors in a play? (Mutiple anwser)

• They directly interact with the "audience" (customers) and influence their experience.

• They rely on a script to guide their performance (service delivery).

• They have minimal control over the overall production (service delivery)

• Their primary role is to memorize lines and deliver them flawlessly.

Question: Which option is the true about of Zone of Tolerance?

• Acceptable range of variations in service delivery

• The range of service within which customers don't pay explicit attention to service

• Both A and B

Question: Which of the following services has the highest risk associated?

• Medical diagnosis

• Hotel service

• Make-up service

• Laptop

Question: According to the Expectancy - Disconfirmation Model of Satisfaction, if the perceived performance is better than performance expectations, the resulting judgment will be labeled:

• Positive confirmation

• Positive disconfirmation

• Simple confirmation

• Negative disconfirmation

Question: In which case, will customer expectations work well when compared with the perceived service?

• Hire financial advisor at the first time

• Make a purchase on an online retail

• Make a complex surgery

• Choose a motorcycle repair shop

Question:  Impulsive buying (buying something without thinking about it first) is often not triggered by:

• Unconscious minds

• Physical conditions

• External source

• All above

Question: the difference between high-contact and low-contact services?

• High contact services involve significant interaction with the customers and the service personnel, while low-contact services involve minimal interaction

• The level of contact in a service has no bearing on the quality of the service provided

• High-contact services are always more expensive than low-contact services

• Both A&B are correct

Question: In the context of the theater metaphor for service delivery, which of the following statements best describes the role of the "backstage" area?

• It serves as the primary stage for customer interactions and service delivery.

• It houses the audience members who are waiting to experience the service.

• It provides a hidden space for employees to prepare and support the service delivery process.

  
  

• It functions as a storage area for props and equipment used during service interactions.

Question: Which of the following is an example of a social risk associated with purchasing a new car?

• The car might not be fuel-efficient enough.

• The car might be too expensive to maintain.

• The car might not be comfortable to drive.

• People might think you are materialistic or show-off.