Exam 12: Services Marketing

Lucia's is an eatery famous for its fine steaks, spicy chili, and outstanding customer service. To maintain the restaurant's reputation for putting its customers first, the marketing manager at Lucia's has developed marketing activities that are directed at its waiters and waitresses. These activities are an example of

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Question 1

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List and explain the key elements of future services.

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Question 2

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The three key elements of future services include technological development, improved understanding of service delivery and consumption, and the social imperative for sustainability. Technological advances are rapidly changing the services industry. The introduction of the 5G broadband network, for example, is quickly improving mobile communications, facilitating the viability of autonomous vehicles, and increasing the effectiveness of the Internet of Things. Similarly, advances in artificial intelligence are making customer service centers more efficient by giving agents more time to focus on high-level service requests. New technologies are also creating new services such as Google Interpreter, which can provide real-time translation in more than 27 languages, and Valeo Voyage, which allows someone to be a virtual passenger in your car. ' Finally, a growing interest in sustainability and "green" businesses is also changing the services industry. This trend began when consumers became aware of the environmental impact of many products. It now has expanded to include their assessment of services.

An American Airlines ad shows the airline's wider seats, noise-reducing headphones, and sleeping amenities to overcome the ________ of its service.

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Which of these influences a consumer's expectations for a service not yet experienced?

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Question 4

The emergency room staff in Houston's largest hospital was pleasantly surprised when a four-day Fourth of July weekend brought in few accident victims for treatment. They know from experience that such public holidays usually have high rates of accidents. For the hospital's business office, the lower demand for the emergency room services means

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Question 5

Which of the following statements about service failures is most accurate?

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Question 6

Equipment-based services, such as ATMs, online brokerage firms, and automated car washes, do not have the marketing concern of

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Question 7

Figure 12-6 -According to Figure 12-6 above, Box D represents which dimension of service quality?

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Question 8

Evan works for the Geek Squad, mostly on PC and laptop repair. He has noticed that most consumers ask for references from happy customers and don't know much about computers themselves. Which of these is most likely to be a characteristic of the repair services that Evan performs?

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Question 9

The customer experience with a service should be managed to ensure it

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Question 10

What type of organization is the U.S. Forest Service, which manages our national park system?

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Question 11

What is the difference between intangibility and inseparability of services?

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Question 12

What do the U.S. Coasts Guard, the Connecticut Department of Social Services, and the Phoenix Fire Department have in common?

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Question 13

Alana operates a wedding preparation service that helps brides-to-be in the planning of their weddings. To maintain a quality image and a standardized offering, Alana provides extensive training for each of her employees. What unique aspect of services is Alana trying to address?

(Multiple Choice)

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Question 14

Which of the following statements about services is most accurate?

(Multiple Choice)

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Question 15

Customers will often judge the ________ of the service experience based on the performance of the people providing the service.

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Question 16

The key technological elements of future services include mobile communications and

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Question 17

Intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value are referred to as

(Multiple Choice)

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Question 18

The relationships between internal marketing, internal service quality, employee productivity, and firm profitability is referred to as

(Multiple Choice)

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Question 19

Assuming the following information in a capacity management report from a well-known carrier in the airline industry will not change in the near future, what actions would you recommend that the carrier take? The yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents.

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Question 20

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Exam 12: Services Marketing

List and explain the key elements of future services.

An American Airlines ad shows the airline's wider seats, noise-reducing headphones, and sleeping amenities to overcome the ________ of its service.

Which of these influences a consumer's expectations for a service not yet experienced?

Which of the following statements about service failures is most accurate?

Equipment-based services, such as ATMs, online brokerage firms, and automated car washes, do not have the marketing concern of

Figure 12-6 -According to Figure 12-6 above, Box D represents which dimension of service quality?

Evan works for the Geek Squad, mostly on PC and laptop repair. He has noticed that most consumers ask for references from happy customers and don't know much about computers themselves. Which of these is most likely to be a characteristic of the repair services that Evan performs?

The customer experience with a service should be managed to ensure it

What type of organization is the U.S. Forest Service, which manages our national park system?

What is the difference between intangibility and inseparability of services?

What do the U.S. Coasts Guard, the Connecticut Department of Social Services, and the Phoenix Fire Department have in common?

Alana operates a wedding preparation service that helps brides-to-be in the planning of their weddings. To maintain a quality image and a standardized offering, Alana provides extensive training for each of her employees. What unique aspect of services is Alana trying to address?

Which of the following statements about services is most accurate?

Customers will often judge the ________ of the service experience based on the performance of the people providing the service.

The key technological elements of future services include mobile communications and

Intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value are referred to as

The relationships between internal marketing, internal service quality, employee productivity, and firm profitability is referred to as

Assuming the following information in a capacity management report from a well-known carrier in the airline industry will not change in the near future, what actions would you recommend that the carrier take? The yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents.

Creating Customer Relationships and Value Through Marketing

Developing Successful Organizational and Marketing Strategies

Scanning the Marketing Environment

Ethical and Social Responsibility for Sustainable Marketing

Understanding Consumer Behavior

Understanding Organizations As Customers

Understanding and Reaching Global Consumers and Markets

Marketing Research: From Customer Insights to Actions

Market Segmentation, Targeting, and Positioning

Developing New Products and Services

Managing Successful Products, Services, and Brands

Building the Price Foundation

Arriving at the Final Price

Managing Marketing Channels and Supply Chains

Retailing and Wholesaling

Integrated Marketing Communications and Direct Marketing

Advertising, Sales Promotion, and Public Relations

Using Social Media and Mobile Marketing to Connect With Consumers

Personal Selling and Sales Management

Implementing Interactive and Multi-Channel Marketing

Pulling It All Together: the Strategic Marketing Proces

Building an Effective Marketing Plan

Financial Aspects of Marketing

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