Question 1

Which of the following is NOT an element of the traditional marketing mix?

Accepted Answer

A)  Production 
B)  Place 
C)  Product 
D)  Price 
E)  Promotion 
A)  Production 
B)  Place 
C)  Product 
D)  Price 
E)  Promotion

Question 2

The core offerings of hospitals,hotels,and banks are primarily deeds and performances and therefore are_________________.

Accepted Answer

A)  Services 
B)  Experiences 
C)  Attributes 
D)  Goods 
E)  Benefits 
A)  Services 
B)  Experiences 
C)  Attributes 
D)  Goods 
E)  Benefits

Question 3

Which of the following is an intangible component of a car repair shop?

Accepted Answer

A)  Replacement parts 
B)  Employee uniforms 
C)  Barrel for storing recyclable motor oil 
D)  The training the mechanic has received 
E)  Customer waiting area 
A)  Replacement parts 
B)  Employee uniforms 
C)  Barrel for storing recyclable motor oil 
D)  The training the mechanic has received 
E)  Customer waiting area

Question 4

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 5

A primary issue that marketers face in relation to service perishability is ensuring service quality over time.

Accepted Answer

A) True 
 B)False

Question 6

A tax accountant may provide a different service experience to two different customers on the same day depending on their individual needs and personalities and on whether she is meeting with them when she is fresh in the morning or tired at the end of the day.This is an example of service _____________.

Accepted Answer

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

Question 7

Which of the following statements describes a marketing implication that results from the intangibility of services?

Accepted Answer

A)  Customers participate in and affect the transaction 
B)  Service quality depends on many uncontrollable factors 
C)  Services can be readily communicated 
D)  There is no sure knowledge that the service delivered matches what was planned and promoted 
E)  Services cannot be inventoried 
A)  Customers participate in and affect the transaction 
B)  Service quality depends on many uncontrollable factors 
C)  Services can be readily communicated 
D)  There is no sure knowledge that the service delivered matches what was planned and promoted 
E)  Services cannot be inventoried

Question 8

Which of the following is an example of the people element of an airline company's services marketing mix?

Accepted Answer

A)  Pilots 
B)  Baggage handlers 
C)  Customers 
D)  Flight attendants 
E)  All of the above 
A)  Pilots 
B)  Baggage handlers 
C)  Customers 
D)  Flight attendants 
E)  All of the above

Question 9

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)  Marketing and managing services presents issues and challenges not faced in manufacturing and packaged goods companies. 
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)  Marketing and managing services presents issues and challenges not faced in manufacturing and packaged goods companies.

Question 10

In the simplest terms,_____ are deeds,processes,and performances.

Accepted Answer

A)  Attributes 
B)  Experiences 
C)  Services 
D)  Goods 
E)  Benefits 
A)  Attributes 
B)  Experiences 
C)  Services 
D)  Goods 
E)  Benefits

Question 11

Because of the _____ of services,service producers find themselves playing a role as part of the product itself and an essential ingredient in the service experience for the consumer.

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 12

Yesterday,Mike went to the dentist for his 6-month check-up.Two weeks before he went to the dentist,he called the office to make an appointment.The day before his check-up,the office's receptionist called him to confirm his appointment.When Mike arrived at the office,he checked in with the receptionist and then waited in the waiting room for 15 minutes,reading a magazine,before being greeted by the dental hygienist,who escorted him to an examination room.The dentist entered the room,greeted Mike,examined Mike's teeth,took a set of x-rays and asked the dental hygienist to clean Mike's teeth.When his teeth were cleaned,the hygienist told Mike he should return in 6 months for another check-up.Mike experienced the _____ element of the dental office's services marketing mix.

Accepted Answer

A)  Product 
B)  Personalization 
C)  Process 
D)  Place 
E)  Physical evidence 
A)  Product 
B)  Personalization 
C)  Process 
D)  Place 
E)  Physical evidence

Question 13

On a recent visit to The Home Depot store,a sales associate greeted Madison when she entered the store,helped her locate the items she needed to repair her gutters and suggested how she could prevent gutter problems in the future.The assistance provided by the sales associate illustrates the ______ of services.

Accepted Answer

A)  Intangibility 
B)  Comparability 
C)  Divisibility 
D)  Perishability 
E)  Compatibility 
A)  Intangibility 
B)  Comparability 
C)  Divisibility 
D)  Perishability 
E)  Compatibility

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

The Offshore Sailing School in Jersey City,New Jersey,offers a basic sailing course,which takes place in three days over two weekends,for $495.Students enrolled in the course attend classroom sessions that cover the theory and technology of sailing and receive hands-on sailing instructions in the water that introduces them to all fundamental sailing skills.Student participation in the Offshore Sailing School's classroom sessions and hands-on sailing instructions illustrates the _____ characteristic of services.

Accepted Answer

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

Question 16

Which of the following is an example of a tangible component provided by a hotel?

Accepted Answer

A)  Wake-up call 
B)  Guest rooms 
C)  Room service 
D)  Express check-out 
E)  Guaranteed reservations 
A)  Wake-up call 
B)  Guest rooms 
C)  Room service 
D)  Express check-out 
E)  Guaranteed reservations

Question 17

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

Accepted Answer

A)  Increasing use of technology is perceived by many customers as less service because there is no human interaction 
B)  Companies provide unclear tactics for customers to follow when dealing with service providers 
C)  Delivering consistent,high-quality service becomes routine 
D)  Customers have no concept of what conditions produce to quality service 
E)  Too many talented employees are left mired in front-end jobs that do not challenge them 
A)  Increasing use of technology is perceived by many customers as less service because there is no human interaction 
B)  Companies provide unclear tactics for customers to follow when dealing with service providers 
C)  Delivering consistent,high-quality service becomes routine 
D)  Customers have no concept of what conditions produce to quality service 
E)  Too many talented employees are left mired in front-end jobs that do not challenge them

Question 18

Which of the following statements describes a marketing implication that results from the intangibility of services?

Accepted Answer

A)  Services cannot be inventoried. 
B)  Services cannot be easily patented. 
C)  Services cannot be readily displayed. 
D)  The actual costs of a "unit of service" are hard to determine. 
E)  All of the above. 
A)  Services cannot be inventoried. 
B)  Services cannot be easily patented. 
C)  Services cannot be readily displayed. 
D)  The actual costs of a "unit of service" are hard to determine. 
E)  All of the above.

Question 19

Historically,the Japanese have had poor dental care.As part of their beauty regimen,the Japanese do have a habit of lightening and whitening their skin.Teethart has developed "tooth manicure" salons,which allow Japanese to match their teeth coloration to their skin.Each treatment takes place in a small booth,which contains an ergonomically-designed chair,muted lights,and New Age-style music.The walls are painted calming shade of blues and greens.Teethart uses the _____ element of its service to reduce stress associated with dental procedures.

Accepted Answer

A)  Product 
B)  Production 
C)  Process 
D)  Place 
E)  Physical evidence 
A)  Product 
B)  Production 
C)  Process 
D)  Place 
E)  Physical evidence

Question 20

The characteristic of a service that means that it cannot be seen,felt,tasted,or touched is:

Accepted Answer

A)  Intangibility 
B)  Heterogeneity 
C)  Divisibility 
D)  Perishability 
E)  Compatibility 
A)  Intangibility 
B)  Heterogeneity 
C)  Divisibility 
D)  Perishability 
E)  Compatibility

Which of the following is NOT an element of the traditional marketing mix?

The core offerings of hospitals,hotels,and banks are primarily deeds and performances and therefore are_________________.

Which of the following is an intangible component of a car repair shop?

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

A primary issue that marketers face in relation to service perishability is ensuring service quality over time.

Which of the following statements describes a marketing implication that results from the intangibility of services?

Which of the following is an example of the people element of an airline company's services marketing mix?

Which of the following statements about services is true?

In the simplest terms,_____ are deeds,processes,and performances.

Because of the _____ of services,service producers find themselves playing a role as part of the product itself and an essential ingredient in the service experience for the consumer.

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

Which of the following is an example of a tangible component provided by a hotel?

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

Which of the following statements describes a marketing implication that results from the intangibility of services?

The characteristic of a service that means that it cannot be seen,felt,tasted,or touched is:

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

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

Customers Roles in Service

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 1: Introduction to Services

Which of the following is NOT an element of the traditional marketing mix?

The core offerings of hospitals,hotels,and banks are primarily deeds and performances and therefore are_________________.

Which of the following is an intangible component of a car repair shop?

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

A primary issue that marketers face in relation to service perishability is ensuring service quality over time.

Which of the following statements describes a marketing implication that results from the intangibility of services?

Which of the following is an example of the people element of an airline company's services marketing mix?

Which of the following statements about services is true?

In the simplest terms,_____ are deeds,processes,and performances.

Because of the _____ of services,service producers find themselves playing a role as part of the product itself and an essential ingredient in the service experience for the consumer.

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

Which of the following is an example of a tangible component provided by a hotel?

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

Which of the following statements describes a marketing implication that results from the intangibility of services?

The characteristic of a service that means that it cannot be seen,felt,tasted,or touched is:

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

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

Customers Roles in Service

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters