Exam 12: Deliver the Customer Experience: Goods and Services Via Bricks and Clicks

A shoe department carries more than 55 different styles of black sandals. This is a description of the shoe department's ________.

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

In limited-service retail operations, such as specialty stores and first-class department stores, salespeople assist customers in every phase of the shopping process.

Which of the following is NOT true about warehouse clubs?

Retailers may use online liquidators to address the problem of ________.

Which of the following is NOT a benefit provided by e-commerce?

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.

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.

Promotional and other e-commerce activities transmitted over smartphones and other mobile devices are referred to as m-commerce.

A Colorado ski resort opens its mountain ski trails during the summer months for the recreational enjoyment of mountain bike riders. The resort is doing which of the following?

Which of the following statements about department stores is true?

Political consultants market politicians when they "package" candidates who then compete for "market share" as measured by ________.

Explain the differences between multilevel marketing and a pyramid scheme.

Modifications to certain characteristics of what is being marketed are integral to the ________ approach.

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?

Service ________ refers to the inevitable differences in a service provider's performance from one service encounter to the next.

Through the strategy of omnichannel marketing, retailers optimize the online shopping experience and place less emphasis on brick-and-mortar retailing.

Capacity management primarily deals with the intangibility characteristic of services.

Josh purchased a new tie from an upscale men's clothing store to impress the managers he would meet at an important job interview. The day after the job interview, Josh returned the tie to the store for a full refund. This is an example of ________.

The only types of retailers that have proven that e-commerce can be profitable are bricks-and-mortar retailers.