13秋学期《服务营销》在线作业(国外英语资料).doc

13秋学期《服务营销》在线作业(国外英语资料) 13 autumn semester service marketing online homework First, a radio question 1., a hospital setting a patient waiting for the longest time for 15 minutes target, it is in shortening () the gap A. customer expectations and perceptions of the business towards the customer Customer perception and service quality specification of B. Enterprises C. QoS specification and service delivery D. service delivery and external communication with customers The correct answer: A 2. CRM means () A. customer value management B. relationship value management C. information technology management D. customer relationship management The correct answer: D 3. there is no clear line and certain order between service acquisition and use, because there is no () transfer in the process of service purchase A. management rights B. distribution rights C. use rights D. ownership The correct answer: D 4., the location of manufacturing industry is mostly related to cost, while the location of service industry is mostly related to () A. human resources B. tax expense C. Market D. Manager The correct answer: C 5. the most profound types of technology that affect the production and delivery of services are A. logistics technology B. information technology C. network technology D. Electronic Technology The correct answer: B 6. which of the following belongs to a non personal communication channel? A. one on one service B. rankings C. experts recommend D. word of mouth The correct answer: A 7. consumer service purchase process includes pre purchase stage, consumption stage and () A. comparison phase B. decision phase C. post purchase evaluation D. service experience phase The correct answer: C 8., the consumer service purchase process includes (), the consumption phase and after purchase A. comparison phase B. decision phase C. pre purchase phase D. service experience phase The correct answer: C 9. the practice of selling the same product or service at different prices to differe