During storm-related power outages, Duke Energy, a respected utilities provider, offers those residents affected and without power an estimate of when power would be restored. Which would be a reason Duke would NOT guarantee customers an exact time of power restoration?

Which of the following is NOT a factor that contributes to service communication challenges?

Which of the following is a reason for NOT conducting lost customer research?

When a customer chooses between a restaurant in a pricy suburb of Atlanta and a restaurant in a small farming community 45 miles away, there is a(n)________ made by the locations that the customer will be more likely to find exotic cuisine and better trained servers at the downtown Atlanta restaurant.

Parents everywhere are very busy and often cannot spend time with their children. In the Netherlands, children who want a bedtime story can call the telephone service and request to listen to one of twenty prerecorded fairy tales. The phone company charges $7 per story. Because of the prerecording of the stories, this bedtime service reduces the problems typically associated with the________ characteristic of services.

In order to increase usage of the family-oriented ski resort, its owner sent letters to several college fraternities inviting them to spend their winter vacation at the resort. By inviting college students, the resort more than likely widened provider

Research on the adoption of technology services has identified five groups of customers. The group of customers who are highly motivated to try new technologies are called________.

One benefit of________ is that it identifies failure points and common problems in the service and can help establish an early-warning system for future defectors.

In terms of its servicescape complexity, The White Elephant, a restaurant that specializes in traditional Thai cooking is an example of a(n)________ service environment.

Which of the following service encounter themes reflects employees’ responding to problem customers, i.e., customers who are unwilling to cooperate with the service provider, other customers, industry regulations, and/or laws?