1. In the context of the types of performance measures, which of the following is a measure of innovation and learning?

a. Patent applications

b. Employee retention

c. Product recalls

d. Labor productivity

2. Eric is admitted to a hospital to undergo a surgery for hernia. He is unable to discern the expertise of his surgeon before the surgery nor evaluate the quality of the service after the surgery. In this case, the expertise of Eric's surgeon is an example of a(n)        .

a. search attribute

b. experience attribute

c. credence attribute

d. variant attribute

e. none of the above

3. Which of the following is a difference between the evaluation of goods and the evaluation of services by customers?

a. Customers rely more on information from non- personal sources when evaluating services, whereas they rely more on information from personal sources when evaluating goods.

b. Customers perceive lesser risks when buying services, whereas they perceive greater risks when buying goods.

c. Customers cannot look at or touch services prior to the purchase decision, whereas they can feel a product prior to purchase.

d. Customers adopt innovations in services faster, whereas they resist adopting innovations in products.