Exam 1: New Perspectives on Marketing in the Service Economy

Documenting performance, explaining what was done and why, and offering guarantees are additional ways to reassure customers and reduce anxiety.

Free

(True/False)

4.7/5

(37)

Question 1

Correct Answer:

Verified

True

Give an example of a government policy that has stimulated the transformation of a service industry.

Free

(Essay)

4.7/5

(30)

Question 2

Correct Answer:

Verified

A ban on smoking in restaurants and the limitation of transfats in food preparation has improved customer comfort and health measures in restaurants. This will encourage people to dine out more often.

What are the five broad categories within the non-ownership framework?

Free

(Essay)

4.8/5

(26)

Question 3

Correct Answer:

Verified

Rented goods, defined space and place rentals, labor and expertise rental, access to shared physical environments, and systems and networks: access and usage.

In most possession-processing services, the customer's involvement is usually limited to dropping off the item that needs treatment, requesting the service, explaining the problem, and returning later to pick up the item and pay the bill.

(True/False)

4.7/5

(32)

Question 4

Rolls Royce introduced TotalCare® to do which of the following?

(Multiple Choice)

4.8/5

(35)

Question 5

People processing, possession processing, mental stimulus processing, and information processing make up the four broad categories of services.

(True/False)

4.7/5

(38)

Question 6

Give an example of an industry where the Internet has transferred power from suppliers to customers.

(Short Answer)

4.9/5

(28)

Question 7

Which one of the following is NOT one of the four broad categories of service?

(Multiple Choice)

4.8/5

(36)

Question 8

What are the three vital roles of promotion and education?

(Essay)

4.9/5

(34)

Question 9

In most highly developed nations, services account for between two-thirds and three-fourths of the GDP.

(True/False)

4.8/5

(31)

Question 10

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

(True/False)

4.8/5

(40)

Question 11

Give an example of a service that offers access to physical environments as a form of rental.

(Essay)

4.7/5

(38)

Question 12

A useful way to distinguish between goods and services is to place them on a continuum from to .

(Multiple Choice)

4.9/5

(38)

Question 13

Service employees should have which set of the following?

(Multiple Choice)

4.7/5

(35)

Question 14

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

(True/False)

4.9/5

(35)

Question 15

Give an example of a service that offers labor and expertise rental.

(Essay)

4.8/5

(45)

Question 16

In all cases of possession processing, production and consumption can be described as inseparable.

(True/False)

4.8/5

(31)

Question 17

Typically service jobs are not well-paid positions and require little education.

(True/False)

4.9/5

(36)

Question 18

Online educational programs offered by the University of Phoenix are an example of _____________.

(Multiple Choice)

4.9/5

(35)

Question 19

Customers being turned away or having to wait is an implication of which aspect of services?

(Multiple Choice)

4.9/5

(39)

Question 20

Showing 1 - 20 of 45

Documenting performance, explaining what was done and why, and offering guarantees are additional ways to reassure customers and reduce anxiety.

Give an example of a government policy that has stimulated the transformation of a service industry.

What are the five broad categories within the non-ownership framework?

In most possession-processing services, the customer's involvement is usually limited to dropping off the item that needs treatment, requesting the service, explaining the problem, and returning later to pick up the item and pay the bill.

Rolls Royce introduced TotalCare® to do which of the following?

People processing, possession processing, mental stimulus processing, and information processing make up the four broad categories of services.

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Which one of the following is NOT one of the four broad categories of service?

What are the three vital roles of promotion and education?

In most highly developed nations, services account for between two-thirds and three-fourths of the GDP.

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Give an example of a service that offers access to physical environments as a form of rental.

A useful way to distinguish between goods and services is to place them on a continuum from to .

Service employees should have which set of the following?

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

Give an example of a service that offers labor and expertise rental.

In all cases of possession processing, production and consumption can be described as inseparable.

Typically service jobs are not well-paid positions and require little education.

Online educational programs offered by the University of Phoenix are an example of _____________.

Customers being turned away or having to wait is an implication of which aspect of services?

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 1: New Perspectives on Marketing in the Service Economy

Documenting performance, explaining what was done and why, and offering guarantees are additional ways to reassure customers and reduce anxiety.

Give an example of a government policy that has stimulated the transformation of a service industry.

What are the five broad categories within the non-ownership framework?

In most possession-processing services, the customer's involvement is usually limited to dropping off the item that needs treatment, requesting the service, explaining the problem, and returning later to pick up the item and pay the bill.

Rolls Royce introduced TotalCare® to do which of the following?

People processing, possession processing, mental stimulus processing, and information processing make up the four broad categories of services.

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Which one of the following is NOT one of the four broad categories of service?

What are the three vital roles of promotion and education?

In most highly developed nations, services account for between two-thirds and three-fourths of the GDP.

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Give an example of a service that offers access to physical environments as a form of rental.

A useful way to distinguish between goods and services is to place them on a continuum from ____________ to ____________.

Service employees should have which set of the following?

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

Give an example of a service that offers labor and expertise rental.

In all cases of possession processing, production and consumption can be described as inseparable.

Typically service jobs are not well-paid positions and require little education.

Online educational programs offered by the University of Phoenix are an example of _____________.

Customers being turned away or having to wait is an implication of which aspect of services?

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

A useful way to distinguish between goods and services is to place them on a continuum from to .