CSUF GNANLET MGMT 435 EXAM 1
{LATEST 2026 -2027 update} QUESTIONS
AND ANSWERS 100% CORRECT
What is a service firm? - correct answer Service firms are organizations that
facilitate
The production and distribution of goods,
Support other firms in meeting their goals, and
Add value to our personal lives..
What is a service? - correct answer Services are deeds, processes, and
Performances.
A service is a time-perishable, intangible
Experience performed for a customer acting in
The role of a co-producer.
,Role of Services in an Economy - correct answer Services are no longer peripheral
activity rather integral part of society
What are the four realms of an experience? - correct answer Passive-Absorption
Entertainment(Movie)
Passive-Immersion : Esthetic(Tourist)
Active-Absorption: Eduaction(Language)
Active-Immersion: Escapist(Scuba Diving)
What are the five principles of consumer experience? - correct answer -Theme the
Experience (Forum shops at Caesar's
Palace - Roman columns, togas)
• Harmonize Impressions with Positive Cues
(O'Hare airport parking garage)
, • Eliminate Negative Cues
(Cinemark talking trash containers)
• Mix in Memorabilia (Hard Rock T-shirts)
• Engage all Five Senses (Mist in Rainforest)
What are some distinctive characteristics of services? - correct answer Customer
Participation in the Service Process
- attention to facility design (back office vs front office)
- opportunities for co-production
- concern for customer and employee behavior
Simultaneity
- decoupling stages by queuing
- eliminates opportunity for quality-control intervention
- inseparability between service delivery process and
{LATEST 2026 -2027 update} QUESTIONS
AND ANSWERS 100% CORRECT
What is a service firm? - correct answer Service firms are organizations that
facilitate
The production and distribution of goods,
Support other firms in meeting their goals, and
Add value to our personal lives..
What is a service? - correct answer Services are deeds, processes, and
Performances.
A service is a time-perishable, intangible
Experience performed for a customer acting in
The role of a co-producer.
,Role of Services in an Economy - correct answer Services are no longer peripheral
activity rather integral part of society
What are the four realms of an experience? - correct answer Passive-Absorption
Entertainment(Movie)
Passive-Immersion : Esthetic(Tourist)
Active-Absorption: Eduaction(Language)
Active-Immersion: Escapist(Scuba Diving)
What are the five principles of consumer experience? - correct answer -Theme the
Experience (Forum shops at Caesar's
Palace - Roman columns, togas)
• Harmonize Impressions with Positive Cues
(O'Hare airport parking garage)
, • Eliminate Negative Cues
(Cinemark talking trash containers)
• Mix in Memorabilia (Hard Rock T-shirts)
• Engage all Five Senses (Mist in Rainforest)
What are some distinctive characteristics of services? - correct answer Customer
Participation in the Service Process
- attention to facility design (back office vs front office)
- opportunities for co-production
- concern for customer and employee behavior
Simultaneity
- decoupling stages by queuing
- eliminates opportunity for quality-control intervention
- inseparability between service delivery process and
