The responsibility of creating a favorable emotional customer response can take a toll on frontline service employees. T or F

Answer: True

The decision to empower frontline employees requires that mid-level managers share some of their authority with their subordinates. T or F

Answer: True

The first step in drawing a service blueprint is to identify the frontstage activity from the customers' perpectives. T or F

Answer: True

Service products that can be classified as physical goods have been classified into one of three categories. Which service product category consists of services that require customers to make comparisons across service providers before developing a choice preference?

Answer: Shopping Services

A service blueprint is a design and communication tool for marketers to envision and plan the service performance. T or F

Answer: True

Services with significant customization have weaker scripts than services produced for masses of people. T or F

Answer: True

Complexity refers to the amount of variability in the service offerings. T or F

Answer: False

Service quality has generally improved because of the strong connection between services and technology-based productivity. T or F

Answer: True

Since a customized service performance can greatly enhance a customer's service experience, service organizations are recommended to plan all of their service performances to allow service customization. T or F

Answer: False

Which, if any, of the following is NOT an example of a technology that may be used to empower customers?

Answer: All of these are examples of how customers may be better served through technology.

The high-bandwidth communication connection has altered the influence of word-of-mouth communications. T or F

Answer: True

Information is a product that has virtually no marginal cost of distribution. T or F

Answer: True

Services involve the transfer of ownership to the customer. T or F

Answer: False

Technology cannot be used to integrate service offerings across multiple service delivery channels. T or F

Answer: False

Services marketing is identical to goods marketing. T or F

Answer: False

Services do not typically rely on physical goods for their performance. T or F

Answer: False

According to the Services Marketing Triangle, the __________ form of marketing __________ promises in services marketing.

Answer: Interactive marketing, keeps

In most cases, defective services can be corrected after they reach the customer. T or F

Answer: False

For many services, the customers are considered co-producers of the service. T or F

Answer: True

Interactive marketing is where the organization has NO need to prove its commitment to serving customers. T or F

Answer: False