Question 1

A typical university is a simple service organization that offers mainly educational services.

Accepted Answer

A) True 
 B)False

Question 2

A movie theater seat is an example of _____________.

Accepted Answer

A)  renting durable goods 
B)  closely engaging customers in the service process 
C)  renting portions of a larger physical entity 
D)  the centrality of time to services 
E)  differences in customer choice criteria 
A)  renting durable goods 
B)  closely engaging customers in the service process 
C)  renting portions of a larger physical entity 
D)  the centrality of time to services 
E)  differences in customer choice criteria

Question 3

Give an example of how the Internet is changing the face of service industries.

Accepted Answer

The Internet is transferring power from

Question 4

Firms' market offerings are divided into ____________ and ____________ elements.

Accepted Answer

A)  core product; supplementary service 
B)  marketing; management 
C)  product; delivery 
D)  service; delivery 
E)  planning; delivery 
A)  core product; supplementary service 
B)  marketing; management 
C)  product; delivery 
D)  service; delivery 
E)  planning; delivery

Question 5

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

Accepted Answer

Working out at the gym under the directi

Question 6

Other customers typically do not impact the satisfaction of other consumers in service settings.

Accepted Answer

A) True 
 B)False

Question 7

Service markets are shaped by all of the following except ____________.

Accepted Answer

A)  government policies 
B)  social changes 
C)  global economic change 
D)  business trends 
E)  advances in information technology 
A)  government policies 
B)  social changes 
C)  global economic change 
D)  business trends 
E)  advances in information technology

Question 8

Which of the following is the best example of a supplementary service?

Accepted Answer

A)  Appliance maintenance 
B)  Hotel room rental 
C)  Fast food consumption 
D)  House cleaning 
E)  Landscaping 
A)  Appliance maintenance 
B)  Hotel room rental 
C)  Fast food consumption 
D)  House cleaning 
E)  Landscaping

Question 9

Give an example of an industry where production and consumption are separable.

Accepted Answer

Dry cleaning, lawn m

Question 10

For mental-stimulus-processing, recipients must be physically present in the service factory.

Accepted Answer

A) True 
 B)False

Question 11

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Accepted Answer

A) True 
 B)False

Question 12

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

Accepted Answer

Renters typically reserve a specific veh

Question 13

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

Accepted Answer

Tangible-tailored cl

Question 14

Businesses are outsourcing fewer tasks in order to focus on their core business.

Accepted Answer

A) True 
 B)False

Question 15

Define services.

Accepted Answer

Services are economic activities offered

Question 16

Less than 15 percent of service jobs around the world can currently be carried out remotely.

Accepted Answer

A) True 
 B)False

Question 17

The Internet is transferring power from suppliers to customers, especially in consumer markets.

Accepted Answer

A) True 
 B)False

Question 18

The acronym for the new North American classification system that includes services is ____________.

Accepted Answer

A)  NAFTA 
B)  NAICS 
C)  NACS 
D)  NACSS 
E)  NEICE 
A)  NAFTA 
B)  NAICS 
C)  NACS 
D)  NACSS 
E)  NEICE

Question 19

What are the three management functions that are central to meeting the needs of service customers?

Accepted Answer

A)  Marketing, operations, and finance. 
B)  Marketing, operations, and human resources. 
C)  Marketing, finance, and accounting. 
D)  Marketing, finance, and operations. 
E)  Finance, accounting, and human resources. 
A)  Marketing, operations, and finance. 
B)  Marketing, operations, and human resources. 
C)  Marketing, finance, and accounting. 
D)  Marketing, finance, and operations. 
E)  Finance, accounting, and human resources.

Question 20

What are the eight common differences between products and services?

Accepted Answer

1) Most service products cannot be inven

A typical university is a simple service organization that offers mainly educational services.

A movie theater seat is an example of _____________.

Give an example of how the Internet is changing the face of service industries.

Firms' market offerings are divided into and elements.

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

Other customers typically do not impact the satisfaction of other consumers in service settings.

Service markets are shaped by all of the following except ____________.

Which of the following is the best example of a supplementary service?

Give an example of an industry where production and consumption are separable.

For mental-stimulus-processing, recipients must be physically present in the service factory.

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

Businesses are outsourcing fewer tasks in order to focus on their core business.

Define services.

Less than 15 percent of service jobs around the world can currently be carried out remotely.

The Internet is transferring power from suppliers to customers, especially in consumer markets.

The acronym for the new North American classification system that includes services is ____________.

What are the three management functions that are central to meeting the needs of service customers?

What are the eight common differences between products and 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

A typical university is a simple service organization that offers mainly educational services.

A movie theater seat is an example of _____________.

Give an example of how the Internet is changing the face of service industries.

Firms' market offerings are divided into ____________ and ____________ elements.

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

Other customers typically do not impact the satisfaction of other consumers in service settings.

Service markets are shaped by all of the following except ____________.

Which of the following is the best example of a supplementary service?

Give an example of an industry where production and consumption are separable.

For mental-stimulus-processing, recipients must be physically present in the service factory.

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

Businesses are outsourcing fewer tasks in order to focus on their core business.

Define services.

Less than 15 percent of service jobs around the world can currently be carried out remotely.

The Internet is transferring power from suppliers to customers, especially in consumer markets.

The acronym for the new North American classification system that includes services is ____________.

What are the three management functions that are central to meeting the needs of service customers?

What are the eight common differences between products and 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

Firms' market offerings are divided into and elements.