Services Cannot Be Seen, Tasted, Felt, or Heard Before They

question 121

Multiple Choice

Services cannot be seen, tasted, felt, or heard before they are bought. To reduce uncertainty, buyers will look for evidence of quality. They will draw inference about quality from place, people, and price they see. Therefore, the service provider's task is to "________."

• A) position itself
• B) add abstract ideas
• C) try harder
• D) manage the evidence
• E) communicate value

Understand the impact of the overjustification effect on job satisfaction and performance.

Distinguish between different theories and models related to self-concept and identity (e.g., social comparison, self-discrepancy, regulatory focus, self-schemas, and self-enhancement).

Recognize the role of social comparison in personal evaluation and group dynamics.

Differentiate between promotion focus and prevention focus in self-regulation according to regulatory focus theory.

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Definitions:

Factory System

A method of manufacturing using machinery and division of labor, known for its role in the Industrial Revolution by significantly increasing production capabilities and changing societal structures.

Standard Oil

An American oil producing, transporting, refining, and marketing company. Established in 1870 by John D. Rockefeller and partners, it became the largest oil refiner in the world and was later broken up due to antitrust laws.

U.S. Steel

An integrated steel producer with major production operations in the United States and Central Europe.

Billion Dollars

A unit of currency measurement equal to 1,000 million dollars, often used to denote significant economic, corporate, or governmental financial transactions.