sample

1. Preproduction services of a value chain include warranty and claim services.
a. True
b. False
ANSWER: False

2. If the value ratio for a good or service is high, the good or service is perceived favorably by customers.
a. True
b. False
ANSWER: True

3. A pair of running shoes is an example of a durable good.
a. True
b. False
ANSWER: False

4. The intangible nature of a service makes it difficult to keep a competitor from copying a service encounter design.
a. True
b. False
ANSWER: True

5. Vehicles, furniture, and dishwashers are examples of nondurable goods.
a. True
b. False
ANSWER: False

6. The higher the customer participation in service processes, the more certainty a firm has with respect to service time and capacity.
a. True
b. False
ANSWER: False