Question

28.  Which of the following statements does not reflect a "moment of truth"?

1. It provides an opportunity to influence a customer's perception of the service quality.
2. It is a discussion among service personnel about improving service to the customer.  
3. Effective management of “moments of truth” in a service encounter help achieve a reputation for superior quality.
4. It involves an interaction between a customer and a service provider.

29.  A well-known expansion strategy pursued by service firms is to open multiple facilities. One of the drawbacks of this strategy is that it:

1. Inhibits reaching a mass market quickly.
2. Increases financial risk from local economic downturn.
3. Preempts competitors to capture premium locations.
4. Reduces managerial control.

30.  In Spain, a 5:00 pm pickup did not work well for FedEx due to extended business hours. This is an example of cultural adaptation under which of the following global service strategies:

a. Beating the clock                    c.  Exporting services   

b. Service off-shoring                 d.  Multi-country expansion

Answer 1

28) The correct answer is A

The moment where a service provider can influence a customer's perception service quality so that he is convinced to do a repeat purchase can be considered as Moment Of Truth