Question 1

Because a product is tangible, it cannot be inventoried.

Accepted Answer

A) True 
 B)False

Question 2

_____ is a key determinant of whether a product offering should be classified as a product or a service.

Accepted Answer

A)  Physicality 
B)  Audience passivity 
C)  Tangibility 
D)  Perception 
E)  Abstraction 
A)  Physicality 
B)  Audience passivity 
C)  Tangibility 
D)  Perception 
E)  Abstraction

Question 3

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Accepted Answer

A)  Technology-based services, which are superior to human-based services, are not being implemented enough 
B)  Services are leveling the playing field and consistently trying to offer the same level of service to every customer 
C)  Companies are decreasing their reliance on self-service and increasing the use of human interaction in the performance of services 
D)  Customer expectations are higher because of the excellent service they receive from some companies 
E)  Even though it is Easy to provide consistent, high-quality service, many companies do not want to do it 
A)  Technology-based services, which are superior to human-based services, are not being implemented enough 
B)  Services are leveling the playing field and consistently trying to offer the same level of service to every customer 
C)  Companies are decreasing their reliance on self-service and increasing the use of human interaction in the performance of services 
D)  Customer expectations are higher because of the excellent service they receive from some companies 
E)  Even though it is Easy to provide consistent, high-quality service, many companies do not want to do it

Question 4

Corn, bricks and paper clips are three examples of tangible dominant products.

Accepted Answer

A) True 
 B)False

Question 5

All businesses and organizations that operate on the Internet are essentially providing a service.

Accepted Answer

A) True 
 B)False

Question 6

A service provider is studying other services to see how they achieve and maintain service quality. The service provider has looked at nurses, concierges, massage therapists and department store customer service representatives. With which element of the services marketing mix is the service provider concerned?

Accepted Answer

The answer of A service provider is studying other services...

Question 7

Which elements of the services marketing mix are influenced by the techniques used to recruit and train new employees as telemarketers?

Accepted Answer

The answer of Which elements of the services marketing mix...

Question 8

Because the production and consumption of services is simultaneous, the mass production of services is difficult.

Accepted Answer

A) True 
 B)False

Question 9

How are customers and employees responding to the proliferation of technology-based services?

Accepted Answer

Technology is providing vehicles for del

Question 10

The deregulation of industries has actually lessened the demand for services marketing skills.

Accepted Answer

A) True 
 B)False

Question 11

On his way to work today, Terry saw a billboard for a physician's group that specialized in vascular surgery. In his local newspaper there was a full-page ad for a medical clinic that performed similar surgery. Then in his mail, he got a brochure from yet another medical clinic asking him if he wanted to get rid of ugly varicose veins. Which trend that influenced the development of services marketing concepts and strategies is illustrated here?

Accepted Answer

A)  The increasing importance of service industries to the U.S. and world economies 
B)  The increase of government regulation of professional service industries 
C)  The growth in database marketing 
D)  Increased competition in professional services 
E)  Professional firms are placing increased emphasis on providing services 
A)  The increasing importance of service industries to the U.S. and world economies 
B)  The increase of government regulation of professional service industries 
C)  The growth in database marketing 
D)  Increased competition in professional services 
E)  Professional firms are placing increased emphasis on providing services

Question 12

_____ refers to the fact that services cannot be saved, stored, resold or returned.

Accepted Answer

A)  Intangibility 
B)  Heterogeneity 
C)  Simultaneous production and consumption 
D)  Perishability 
E)  Incompatibility 
A)  Intangibility 
B)  Heterogeneity 
C)  Simultaneous production and consumption 
D)  Perishability 
E)  Incompatibility

Question 13

Briefly explain why it is impossible to mass produce a service.

Accepted Answer

Services are typical

Question 14

Which of the following trends has directly influenced the development of services marketing concepts and strategies?

Accepted Answer

A)  The decreasing importance of service industries to the U.S. and world economies 
B)  The growth in information-based technology 
C)  Decreased competition in professional services 
D)  The fact that manufacturing firms are placing increased emphasis on providing services 
E)  None of the above 
A)  The decreasing importance of service industries to the U.S. and world economies 
B)  The growth in information-based technology 
C)  Decreased competition in professional services 
D)  The fact that manufacturing firms are placing increased emphasis on providing services 
E)  None of the above

Question 15

Due to the _____ characteristic of services, customers can affect the transaction and how others perceive the transaction.

Accepted Answer

A)  Comparability 
B)  Intangibility 
C)  Heterogeneity 
D)  Simultaneous production and consumption 
E)  Perishability 
A)  Comparability 
B)  Intangibility 
C)  Heterogeneity 
D)  Simultaneous production and consumption 
E)  Perishability

Question 16

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services?

Accepted Answer

A)  Services cannot be returned or resold 
B)  Service quality depends on many uncontrollable factors 
C)  Employees affect the service outcome 
D)  Services cannot be readily displayed or communicated 
E)  There is no sure knowledge that the service delivered matches what was planned and promoted 
A)  Services cannot be returned or resold 
B)  Service quality depends on many uncontrollable factors 
C)  Employees affect the service outcome 
D)  Services cannot be readily displayed or communicated 
E)  There is no sure knowledge that the service delivered matches what was planned and promoted

Question 17

Which of the following statements about services is true?

Accepted Answer

A)  A service economy produces services at the expense of other sectors 
B)  Service jobs are low paying and menial 
C)  Service production is labor intensive and low in productivity 
D)  Service is a necessary evil for manufacturing firms 
E)  The skills needed for managing services differ from those used for managing manufacturing businesses 
A)  A service economy produces services at the expense of other sectors 
B)  Service jobs are low paying and menial 
C)  Service production is labor intensive and low in productivity 
D)  Service is a necessary evil for manufacturing firms 
E)  The skills needed for managing services differ from those used for managing manufacturing businesses

Question 18

What does it mean when someone says, "The Internet is a service"?

Accepted Answer

All businesses and organizations that op

Question 19

Which of the following is a marketing implication that results from the perishability of services?

Accepted Answer

A)  Service quality depends on many uncontrollable factors 
B)  Employees affect the service outcome 
C)  Synchronizing supply and demand is difficult 
D)  Customers participate and affect the service outcome 
E)  Service delivery and customer satisfaction depend on employee actions 
A)  Service quality depends on many uncontrollable factors 
B)  Employees affect the service outcome 
C)  Synchronizing supply and demand is difficult 
D)  Customers participate and affect the service outcome 
E)  Service delivery and customer satisfaction depend on employee actions

Question 20

An attorney who charges a client for a missed appointment is taking into account the _____ characteristic of services.

Accepted Answer

A)  Heterogeneity 
B)  Simultaneous production and consumption 
C)  Incomparability 
D)  Perishability 
E)  Intangibility 
A)  Heterogeneity 
B)  Simultaneous production and consumption 
C)  Incomparability 
D)  Perishability 
E)  Intangibility

Because a product is tangible, it cannot be inventoried.

_____ is a key determinant of whether a product offering should be classified as a product or a service.

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Corn, bricks and paper clips are three examples of tangible dominant products.

All businesses and organizations that operate on the Internet are essentially providing a service.

Which elements of the services marketing mix are influenced by the techniques used to recruit and train new employees as telemarketers?

Because the production and consumption of services is simultaneous, the mass production of services is difficult.

How are customers and employees responding to the proliferation of technology-based services?

The deregulation of industries has actually lessened the demand for services marketing skills.

_____ refers to the fact that services cannot be saved, stored, resold or returned.

Briefly explain why it is impossible to mass produce a service.

Which of the following trends has directly influenced the development of services marketing concepts and strategies?

Due to the _____ characteristic of services, customers can affect the transaction and how others perceive the transaction.

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services?

Which of the following statements about services is true?

What does it mean when someone says, "The Internet is a service"?

Which of the following is a marketing implication that results from the perishability of services?

An attorney who charges a client for a missed appointment is taking into account the _____ characteristic of services.

Conceptual Framework of the Book: the Gaps Model of Service Quality

Consumer Behavior in Services

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Delivering Service Through Intermediaries and Electronic Channels

Managing Demand and Capacity

Integrated Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 1: Introduction to Services

Because a product is tangible, it cannot be inventoried.

_____ is a key determinant of whether a product offering should be classified as a product or a service.

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Corn, bricks and paper clips are three examples of tangible dominant products.

All businesses and organizations that operate on the Internet are essentially providing a service.

Which elements of the services marketing mix are influenced by the techniques used to recruit and train new employees as telemarketers?

Because the production and consumption of services is simultaneous, the mass production of services is difficult.

How are customers and employees responding to the proliferation of technology-based services?

The deregulation of industries has actually lessened the demand for services marketing skills.

_____ refers to the fact that services cannot be saved, stored, resold or returned.

Briefly explain why it is impossible to mass produce a service.

Which of the following trends has directly influenced the development of services marketing concepts and strategies?

Due to the _____ characteristic of services, customers can affect the transaction and how others perceive the transaction.

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services?

Which of the following statements about services is true?

What does it mean when someone says, "The Internet is a service"?

Which of the following is a marketing implication that results from the perishability of services?

An attorney who charges a client for a missed appointment is taking into account the _____ characteristic of services.

Conceptual Framework of the Book: the Gaps Model of Service Quality

Consumer Behavior in Services

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Delivering Service Through Intermediaries and Electronic Channels

Managing Demand and Capacity

Integrated Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters