ANSWER KEY

Name:______________________________ SVM101-T Quiz #3 November 12, 2016

PRINT LAST Name, FIRST Name, M.I

I. Draw and explain the S-C-P framework and illustrate it by way of an example. (5 pts.)
Name:______________________________ SVM101-T Quiz #3 November 12, 2016
PRINT LAST Name, FIRST Name, M.I

II. Tabulate your answers to the following: (45 pts.)

For each of the following service quality situations, answer these questions & explain w/ example
1) Auto repair
2) Hospital visit How unique/standardized is product and/or service? (0.5 pt.)
3) Theme park
4) Hair cut Type of service – search, experience, or credence? (1 pt.)
5) Supermarket
6) Fast food restaurant Pure service or product-service bundle? (1 pt.)
7) Air travel
8) Spa & massage What factor most affects service quality? (1 pt.)
9) Savings bank
10) Tailor / Couturier After service is delivered, is corrective action possible? (1 pt.)

1) Auto repair STANDARD

EXPERIENCE & CREDENCE
PURE to PRODUCT-SERVICE BLEND
Mechanic skills, facility/equipment
YES
2) Hospital visit UNIQUE
EXPERIENCE
PURE
Servicescape, personnel
NO
3) Theme park UNIQUE
EXPERIENCE
PURE
Servicescape, facility/equipment
NO
4) Hair cut UNIQUE
EXPERIENCE
PURE
Servicescape, personnel, skills
NO to sometimes
5) Supermarket STANDARD
CREDENCE or EXPERIENCE
PROUCT-SERVICE BLEND
Servicescape, No queuing, available assortment
YES
6) Fast food restaurant STANDARD
EXPERIENCE
PRODUCT-SERVICE BLEND
Servicescepe (cleanliness, temperature), good food, personnel
SOMETIMES
Name:______________________________ SVM101-T Quiz #3 November 12, 2016
PRINT LAST Name, FIRST Name, M.I
7) Air travel UNIQUE
EXPERIENCE
PURE
Servicescape, personnel, skills
NO to sometimes
8) Spa & massage STANDARD
SEARCH OR CREDENCE or EXPERIENCE
PURE
Servicescape, personnel, skills
NO
9) Savings bank STANDARD
CREDENCE
PURE
Servicescape, personnel, skills
YES
10) Tailor / Couturier UNIQUE
SEARCH or CREDENCE
PURE or PRODUCT-SERVICE BLEND
Servicescape, personnel, skills
YES