Question 1

Briefly explain the wheel-of-retailing concept.

Accepted Answer

According to this concept,many new types

Question 2

In 2003,Home Depot's 40 Arizona stores participated with the Arizona Department of Water Resources and the cities of Phoenix,Mesa,and Scottsdale in a $1.8 million "Water,Use It Wisely" campaign.This is an example of ________.

Accepted Answer

A) place marketing 
B) social networking 
C) people marketing 
D) idea marketing 
E) societal benefit marketing 
A) place marketing 
B) social networking 
C) people marketing 
D) idea marketing 
E) societal benefit marketing

Question 3

A large retail store that wants to offer a broader variety of products or services on site than it would otherwise carry would most likely make an arrangement with a(n)________.

Accepted Answer

A) leased department 
B) convenience store 
C) variety store 
D) factory outlet 
E) off-price retailer 
A) leased department 
B) convenience store 
C) variety store 
D) factory outlet 
E) off-price retailer

Question 4

Customers of a ________ buy most of the store's products in larger-than-normal packages and quantities.

Accepted Answer

A) warehouse club 
B) department store 
C) factory outlet store 
D) leased department store 
E) hypermarket 
A) warehouse club 
B) department store 
C) factory outlet store 
D) leased department store 
E) hypermarket

Question 5

Retail stores are often classified on the breadth and depth of their merchandise assortment.The breadth of the merchandise is the number of different lines available.The merchandise breadth may be classified as ________ or ________.

Accepted Answer

A) narrow;broad 
B) narrow;deep 
C) shallow;broad 
D) shallow;deep 
E) narrow;full 
A) narrow;broad 
B) narrow;deep 
C) shallow;broad 
D) shallow;deep 
E) narrow;full

Question 6

Which of the following is NOT a trend that is expected to provide new opportunities for marketers of services?

Accepted Answer

A) changing demographics 
B) declining levels of patriotism 
C) technological advances 
D) proliferation of information 
E) globalization 
A) changing demographics 
B) declining levels of patriotism 
C) technological advances 
D) proliferation of information 
E) globalization

Question 7

Which of the following is the final stop in the distribution channel in which organizations sell goods and services to consumers for their personal use?

Accepted Answer

A) franchising 
B) retailing 
C) brokering 
D) wholesaling 
E) disintermediation 
A) franchising 
B) retailing 
C) brokering 
D) wholesaling 
E) disintermediation

Question 8

What is the merchandise assortment of an airport bookstore that sells only a few books but a large variety of magazines?

Accepted Answer

The airport bookstore has a na

Question 9

________ are large stores that combine an economy supermarket with other lower-priced non-food merchandise.

Accepted Answer

A) Variety stores 
B) Category killers 
C) Supercenters 
D) Box stores 
E) Convenience stores 
A) Variety stores 
B) Category killers 
C) Supercenters 
D) Box stores 
E) Convenience stores

Question 10

Which of the following is NOT true about warehouse clubs?

Accepted Answer

A) They are not full-service stores. 
B) They often charge their customers with a modest annual membership fee. 
C) They carry items in bulk. 
D) They are a form of discount store. 
E) They have not followed the pattern set forth by the wheel-of-retailing hypothesis. 
A) They are not full-service stores. 
B) They often charge their customers with a modest annual membership fee. 
C) They carry items in bulk. 
D) They are a form of discount store. 
E) They have not followed the pattern set forth by the wheel-of-retailing hypothesis.

Question 11

How might measuring service quality be more difficult than measuring product quality?

Accepted Answer

Products are tangible;therefore,measurin

Question 12

A physician might deal with potential problems associated with the ________ characteristic of services by providing physical cues such as her medical diplomas hanging on the wall of the examining room.

Accepted Answer

A) intangibility 
B) perishability 
C) variability 
D) inseparability 
E) personalization 
A) intangibility 
B) perishability 
C) variability 
D) inseparability 
E) personalization

Question 13

Which of the following is a type of in-home selling?

Accepted Answer

A) the party plan system 
B) network marketing 
C) the pyramid system 
D) e-commerce 
E) experiential marketing 
A) the party plan system 
B) network marketing 
C) the pyramid system 
D) e-commerce 
E) experiential marketing

Question 14

The ________ is the interaction between the customer and the service provider.

Accepted Answer

A) supply-demand exchange 
B) transaction point 
C) service encounter 
D) service program 
E) service promotion 
A) supply-demand exchange 
B) transaction point 
C) service encounter 
D) service program 
E) service promotion

Question 15

Services are characterized by four key characteristics.Name and describe these four characteristics.

Accepted Answer

The four service characteristics are int

Question 16

In the future,global deregulation will likely affect the delivery of services of banks and other financial service industries by reducing competition.

Accepted Answer

A) True 
 B)False

Question 17

The purchase of a set of flannel sheets from the Lands' End catalog Web site is an example of ________ e-commerce.

Accepted Answer

A) B2B 
B) B2C 
C) POS 
D) C2C 
E) C2B 
A) B2B 
B) B2C 
C) POS 
D) C2C 
E) C2B

Question 18

Explain why it is difficult to standardize services and why many consumers may not necessarily want service standardization.

Accepted Answer

It is difficult to standardize services

Question 19

Tony,a vice president of the St.Louis One Gateway Credit Union,decided to measure customers' perceptions of the service quality of the credit union.He chose to use the SERVQUAL scale because it included the ________ component,which involves the knowledge and courtesy of employees,as well as their ability to convey trust and confidence.

Accepted Answer

A) empathy 
B) responsiveness 
C) assurance 
D) reliability 
E) creativity 
A) empathy 
B) responsiveness 
C) assurance 
D) reliability 
E) creativity

Question 20

Why have department stores struggled to survive in the United States in recent years?

Accepted Answer

Specialty stores have lured department s

Briefly explain the wheel-of-retailing concept.

In 2003,Home Depot's 40 Arizona stores participated with the Arizona Department of Water Resources and the cities of Phoenix,Mesa,and Scottsdale in a $1.8 million "Water,Use It Wisely" campaign.This is an example of ________.

A large retail store that wants to offer a broader variety of products or services on site than it would otherwise carry would most likely make an arrangement with a(n)________.

Customers of a ________ buy most of the store's products in larger-than-normal packages and quantities.

Retail stores are often classified on the breadth and depth of their merchandise assortment.The breadth of the merchandise is the number of different lines available.The merchandise breadth may be classified as or .

Which of the following is NOT a trend that is expected to provide new opportunities for marketers of services?

Which of the following is the final stop in the distribution channel in which organizations sell goods and services to consumers for their personal use?

What is the merchandise assortment of an airport bookstore that sells only a few books but a large variety of magazines?

________ are large stores that combine an economy supermarket with other lower-priced non-food merchandise.

Which of the following is NOT true about warehouse clubs?

How might measuring service quality be more difficult than measuring product quality?

A physician might deal with potential problems associated with the ________ characteristic of services by providing physical cues such as her medical diplomas hanging on the wall of the examining room.

Which of the following is a type of in-home selling?

The ________ is the interaction between the customer and the service provider.

Services are characterized by four key characteristics.Name and describe these four characteristics.

In the future,global deregulation will likely affect the delivery of services of banks and other financial service industries by reducing competition.

The purchase of a set of flannel sheets from the Lands' End catalog Web site is an example of ________ e-commerce.

Explain why it is difficult to standardize services and why many consumers may not necessarily want service standardization.

Why have department stores struggled to survive in the United States in recent years?

Welcome to the World of Marketing

Global, ethical, and Sustainable Marketing

Strategic Market Planning

Market Research

Marketing Analytics: Welcome to the Era of Big Data

Understand Consumer and Business Markets

Segmentation,target Marketing,and Positioning

Innovation and New Product Development

Product II: Product Strategy,branding,and Product Management

Price: What Is the Value Proposition Worth

Deliver Value Through Supply Chain Management,channels of Distribution,and Logistics

Promotion I: Advertising and Sales Promotion

Promotion II: Social Media, directdatabase Marketing, personal Selling, and Public Relations

Filters

Exam 12: Delivering the Customer Experience: Bricks and Clicks

Briefly explain the wheel-of-retailing concept.

In 2003,Home Depot's 40 Arizona stores participated with the Arizona Department of Water Resources and the cities of Phoenix,Mesa,and Scottsdale in a $1.8 million "Water,Use It Wisely" campaign.This is an example of ________.

A large retail store that wants to offer a broader variety of products or services on site than it would otherwise carry would most likely make an arrangement with a(n)________.

Customers of a ________ buy most of the store's products in larger-than-normal packages and quantities.

Retail stores are often classified on the breadth and depth of their merchandise assortment.The breadth of the merchandise is the number of different lines available.The merchandise breadth may be classified as ________ or ________.

Which of the following is NOT a trend that is expected to provide new opportunities for marketers of services?

Which of the following is the final stop in the distribution channel in which organizations sell goods and services to consumers for their personal use?

What is the merchandise assortment of an airport bookstore that sells only a few books but a large variety of magazines?

________ are large stores that combine an economy supermarket with other lower-priced non-food merchandise.

Which of the following is NOT true about warehouse clubs?

How might measuring service quality be more difficult than measuring product quality?

A physician might deal with potential problems associated with the ________ characteristic of services by providing physical cues such as her medical diplomas hanging on the wall of the examining room.

Which of the following is a type of in-home selling?

The ________ is the interaction between the customer and the service provider.

Services are characterized by four key characteristics.Name and describe these four characteristics.

In the future,global deregulation will likely affect the delivery of services of banks and other financial service industries by reducing competition.

The purchase of a set of flannel sheets from the Lands' End catalog Web site is an example of ________ e-commerce.

Explain why it is difficult to standardize services and why many consumers may not necessarily want service standardization.

Why have department stores struggled to survive in the United States in recent years?

Welcome to the World of Marketing

Global, ethical, and Sustainable Marketing

Strategic Market Planning

Market Research

Marketing Analytics: Welcome to the Era of Big Data

Understand Consumer and Business Markets

Segmentation,target Marketing,and Positioning

Innovation and New Product Development

Product II: Product Strategy,branding,and Product Management

Price: What Is the Value Proposition Worth

Deliver Value Through Supply Chain Management,channels of Distribution,and Logistics

Promotion I: Advertising and Sales Promotion

Promotion II: Social Media, directdatabase Marketing, personal Selling, and Public Relations

Filters

Retail stores are often classified on the breadth and depth of their merchandise assortment.The breadth of the merchandise is the number of different lines available.The merchandise breadth may be classified as or .