Question

45. Which of the followingi Il service quality? eaang s NOT one of the fve dimensions used by consumers to determine A. assurance. B. reliability C. acceptability D. responsiveness. E. empathy 46. Sam m is concerned about a competitor's new line of outdoor barbeque grills that look like and provide most of the same features as his products. Sam might consider using to gather exploratory information from consumers about the competitor's offerings. A. industry surveys B. intenational surveys C. focus groups D. observation E. primary data mining 47. Gerald's Tire Service provides each employee with a clean, sharp-looking uniform. T also instruct employees to put all tools back where they belong and keep the work area and uncluttered. Gerald's Tire Service emphasizes- in the five service - quality dimensions. A. assurance B. reliability C. tangibles D. responsiveness E. empathy 48. Compared to the information search and alternative evaluation steps in the B2C process, the product specification, RFP, and Proposal Analysis steps in the B28 process are: A. centrally planned. B. less focused on customer value creation. C. identical D. more formal and structured. E. based on derived supply analysis. 49. Retailers know customers have a defined at the check-out counter. The amount of time consumers are willing to wait varies with the type of store A. zone of tolerance B. voice-of-empowerment standard C. two standard deviations D. voice-of-customer quotient E. customer-consumer gap when it comes to waiting in line 50. When Sally was at Dillon's grocery store doing her weekly shopping, she saw a display of Doritos flavored chips. She remembered she had invited a group of friends to come over and watch the NCAA basketball game on Sunday. She picked up three different flavors of Doritos chips. This is an example of: A. Impulse buying B. Limited problem solving C. Extensive problem solving D. Habitual decision making! E. Emergency buying

Answer 1

Answer:-

45.C.Acceptability is not a dimensions used by customers to determine service quality.

Explanation:-Five dimensions used by customers to determine service quality are:-Reliability,Responsiveness,Assurance,Empathy & Tangibles.

46.C.Focus Groups.Sam might consider using focus groups to gather exploratory information from customers about the competitors gatherings.

Explanation:-A focus group is a small group of people whose reactions are studied especially in market research about a new product.

47.C.Tangibles.

Explanation:-Each employee is provided with a clean, sharp looking uniform.Employees are also instructed to keep the tools back and keep the area clean.The quality dimension of Tangibles focuses on appearance of physical facilities,equipment,personnel and communication materials.

48.D.more formal and structured.

Explanation:-Compared to the information search and alternative evaluation steps in the B2C process,the customer specification,RFP and proposal analysis steps in B2B process the buyers and suppliers tend to me more involved.

49.Retailers know customers have a defined A.zone of tolerance when it comes to waiting in the line at the check out counter.The amount of time customers are willing to wait varies with the type of store.