BAS 282: Marketing Services exam 2023 with 100% correct answers

Which of the following statements is true about service failure? - correct answer Service failure can lead to negative word-of-mouth. If you order a large coffee with milk and receive a large coffee without milk instead, this is an example of a service - correct answer mismatch. You have arranged a car service to take you to the airport. You miss your flight. Which of the following represents a service failure due to external circumstances? - correct answer You miss your flight due to highway accident slowing traffic. You have arranged a car service to take you to the airport. You miss your flight. Which of the following represents a service failure due to the company? - correct answer You miss your flight due to unavailability of drivers. You have arranged a car service to take you to the airport. You miss your flight. Which of the following represents a service failure due to other customers? - correct answer You miss your flight due to slow passenger at security Kayla ordered takeout and was told the meal would arrive in 20 minutes. It arrived exactly on time; the delivery person was polite, and the food was hot. - correct answer Reliability The IT representative explained to Jack that she would need to take over his computer in order to figure out the issue; before actually taking it over, she asked for his permission to do so. - correct answer Assurance The hotel lobby was bright and welcoming and smelled of fresh lavender. The hotel room, however, was another story. Towels were missing and used toiletries were left in the sink. - correct answer Tangibles