Question 1

Describe what is meant by capacity management and illustrate your answer with an example.

Accepted Answer

The answer of Describe what is meant by capacity management...

Question 2

What is a Customer Contact Audit? Illustrate an example.

Accepted Answer

The answer of What is a Customer Contact Audit? Illustrate...

Question 3

A patient must be in a hospital to "buy" an appendectomy, and a guest must be in a hotel to "buy" an accommodation. To make the product/service component of the marketing mix available to the consumer, the service provider must manage demand. What is this called?

Accepted Answer

A) capacity management 
B) customized service 
C) timing 
D) allocation of resources 
A) capacity management 
B) customized service 
C) timing 
D) allocation of resources

Question 4

Each of the following is an example of how services to consumers are adding dimensions of authenticity, EXCEPT:

Accepted Answer

A) Retailers providing dressing rooms large enough for friends and electronic mirrors that allow texting anyone whose opinion might be needed. 
B) Nike's customization service, NIKEiD.com, allows customers to design shoes according to their exact preferences. 
C) Progressive Insurance sends "Immediate Response Vehicles" to the site of an accident so that an adjuster can handle emergencies. 
D) An increase in automated bank machines (ABMs), kiosks, and credit card readers. 
A) Retailers providing dressing rooms large enough for friends and electronic mirrors that allow texting anyone whose opinion might be needed. 
B) Nike's customization service, NIKEiD.com, allows customers to design shoes according to their exact preferences. 
C) Progressive Insurance sends "Immediate Response Vehicles" to the site of an accident so that an adjuster can handle emergencies. 
D) An increase in automated bank machines (ABMs), kiosks, and credit card readers.

Question 5

Which of the following is NOT a point in the customer contact audit for the Arizona Grill, serving Southwestern food?

Accepted Answer

A) Host/hostess seats the customer. 
B) Chef making adjustments to the dish preparation based upon the availability of ingredients. 
C) Food server discusses wine list. 
D) Food is delivered to the table by kitchen staff. 
A) Host/hostess seats the customer. 
B) Chef making adjustments to the dish preparation based upon the availability of ingredients. 
C) Food server discusses wine list. 
D) Food is delivered to the table by kitchen staff.

Question 6

You are flying first class from Halifax to Vancouver for a well-deserved vacation. Right behind first class a passenger is playing the harmonica loudly and it is obvious That he has had too much to drink. Your perception of the airline changes and you may not choose this airline again. Because you associate the drunken harmonica player with the airline, this is a problem with__________ when it comes to the uniqueness of
Services.

Accepted Answer

A) inventory 
B) inconsisten cy 
C) intangibility 
D) inseparabili ty 
A) inventory 
B) inconsisten cy 
C) intangibility 
D) inseparabili ty

Question 7

The LA Galaxy games plus the quality of play, the individual players of the team, the merchandise, the food, and activities all contribute to the total customer ___________.

Accepted Answer

A) time 
B) perceptions 
C) experience 
D) value 
A) time 
B) perceptions 
C) experience 
D) value

Question 8

Your good friend, Kevin, recommends you use his tax auditor, Ed, to file your taxes for the upcoming year. Kevin has used Ed for the last five years and always found his pricing and delivery of services excellent. This concept is best described by which of the following words?

Accepted Answer

A) invisible. 
B) intangible. 
C) inconsistent . 
D) inseparable. 
A) invisible. 
B) intangible. 
C) inconsistent . 
D) inseparable.

Question 9

The four additional Ps of services marketing include each of the following EXCEPT:

Accepted Answer

A) perishability. 
B) process. 
C) people. 
D) physical evidence. 
A) perishability. 
B) process. 
C) people. 
D) physical evidence.

Question 10

Describe how the five dimensions of service quality can be implemented for a Canadian airline?

Accepted Answer

The five dimensions of service quality,

Question 11

WestJet states that 98 percent of flights leave on time. This is an example of:

Accepted Answer

A) responsiveness 
B) reliability 
C) assurance 
D) tangibles 
A) responsiveness 
B) reliability 
C) assurance 
D) tangibles

Question 12

Which of the following statements about services is true?

Accepted Answer

A) Two out of ten Canadians work in the services industry. 
B) In Canada, the service sector generates 70 percent of Canada's annual GDP. 
C) The marketing of services is the same as the marketing of goods. 
D) Services are both tangible and intangible items. 
A) Two out of ten Canadians work in the services industry. 
B) In Canada, the service sector generates 70 percent of Canada's annual GDP. 
C) The marketing of services is the same as the marketing of goods. 
D) Services are both tangible and intangible items.

Question 13

Which of the services below would be an example of a 'core service' for a financial institution?

Accepted Answer

A) information delivery (monthly statements) 
B) ABMs 
C) drive-through banking 
D) bank account 
A) information delivery (monthly statements) 
B) ABMs 
C) drive-through banking 
D) bank account

Question 14

Many experts suggest that technology will be used in the future to find ways to save customers extra:

Accepted Answer

A) choice 
B) money 
C) time 
D) decisions 
A) choice 
B) money 
C) time 
D) decisions

Question 15

Service firms are realizing that all__________ aspects of quality must be present for a success__________ program.

Accepted Answer

A) five; customer-relationship management (CRM) 
B) four; customer-experience management (CEM) 
C) five; customer-experience management (CEM) 
D) four; social-experience management (SEM) 
A) five; customer-relationship management (CRM) 
B) four; customer-experience management (CEM) 
C) five; customer-experience management (CEM) 
D) four; social-experience management (SEM)

Question 16

Burger King is attempting to measure the difference between their customers' expectations and experiences by using a 24-hour hot line to receive 4,000 customer calls a day. What is this type of activity called?

Accepted Answer

A) feedback analysis 
B) gap analysis 
C) promotional evaluation 
D) pull strategy 
A) feedback analysis 
B) gap analysis 
C) promotional evaluation 
D) pull strategy

Question 17

Describe an effective off-peak tourism campaign used to maximize capacity and revenue for an all-inclusive resort in the Caribbean.

Accepted Answer

The answer of Describe an effective off-peak tourism campaign used...

Question 18

Another name for the steps in a service process is__________ _ .

Accepted Answer

A) service encounters 
B) service spots 
C) access points 
D) path-crossing 
A) service encounters 
B) service spots 
C) access points 
D) path-crossing

Question 19

Vacations and haircuts are two examples that are near the__________ of the goods-service continuum and are high in __________properties

Accepted Answer

A) middle; experience 
B) middle; credence 
C) left-side; experience 
D) right-side; experience 
A) middle; experience 
B) middle; credence 
C) left-side; experience 
D) right-side; experience

Question 20

A homeowner consulted a lawyer to see if he could prevent construction of a high-rise apartment building in his neighbourhood. On the advice of the lawyer, he filed a suit to stop construction. Even though the homeowner did exactly as the lawyer instructed him, he still lost the suit. In spite of the loss, he had to believe the lawyer did the best job he could because he did not know the legal system well enough to think otherwise. This case shows how a service can exhibit__________ properties.

Accepted Answer

A) adherence 
B) capacity 
C) credence 
D) contact 
A) adherence 
B) capacity 
C) credence 
D) contact

Describe what is meant by capacity management and illustrate your answer with an example.

What is a Customer Contact Audit? Illustrate an example.

A patient must be in a hospital to "buy" an appendectomy, and a guest must be in a hotel to "buy" an accommodation. To make the product/service component of the marketing mix available to the consumer, the service provider must manage demand. What is this called?

Each of the following is an example of how services to consumers are adding dimensions of authenticity, EXCEPT:

Which of the following is NOT a point in the customer contact audit for the Arizona Grill, serving Southwestern food?

The LA Galaxy games plus the quality of play, the individual players of the team, the merchandise, the food, and activities all contribute to the total customer ___________.

Your good friend, Kevin, recommends you use his tax auditor, Ed, to file your taxes for the upcoming year. Kevin has used Ed for the last five years and always found his pricing and delivery of services excellent. This concept is best described by which of the following words?

The four additional Ps of services marketing include each of the following EXCEPT:

Describe how the five dimensions of service quality can be implemented for a Canadian airline?

WestJet states that 98 percent of flights leave on time. This is an example of:

Which of the following statements about services is true?

Which of the services below would be an example of a 'core service' for a financial institution?

Many experts suggest that technology will be used in the future to find ways to save customers extra:

Service firms are realizing that all aspects of quality must be present for a success program.

Burger King is attempting to measure the difference between their customers' expectations and experiences by using a 24-hour hot line to receive 4,000 customer calls a day. What is this type of activity called?

Describe an effective off-peak tourism campaign used to maximize capacity and revenue for an all-inclusive resort in the Caribbean.

Another name for the steps in a service process is__________ _ .

Vacations and haircuts are two examples that are near the of the goods-service continuum and are high in properties

Creating Customer Value, Relationships, and Experiences Through Marketing

Developing Successful Marketing Strategies

Scanning the Marketing Environment

Ethics and Social Responsibility for Sustainable Marketing

Consumer Behaviour

Understanding Organizations As Customers

Reaching Global Markets

Marketing Research: From Information to Action

Market Segmentation, Targeting, and Positioning

Developing New Products and Services

Managing Products and Brands

Pricing Products and Services

Managing Marketing Channels and Supply Chains

Retailing

Integrated Marketing Communications and Direct Marketing

Advertising, Sales Promotion, and Public Relations

Personal Selling and Sales Management

Pulling It All Together: the Strategic Marketing Process

Using Social Media and Mobile Marketing to Connect With Consumers

Filters

Exam 12: Managing Services

Describe what is meant by capacity management and illustrate your answer with an example.

What is a Customer Contact Audit? Illustrate an example.

A patient must be in a hospital to "buy" an appendectomy, and a guest must be in a hotel to "buy" an accommodation. To make the product/service component of the marketing mix available to the consumer, the service provider must manage demand. What is this called?

Each of the following is an example of how services to consumers are adding dimensions of authenticity, EXCEPT:

Which of the following is NOT a point in the customer contact audit for the Arizona Grill, serving Southwestern food?

The LA Galaxy games plus the quality of play, the individual players of the team, the merchandise, the food, and activities all contribute to the total customer ___________.

Your good friend, Kevin, recommends you use his tax auditor, Ed, to file your taxes for the upcoming year. Kevin has used Ed for the last five years and always found his pricing and delivery of services excellent. This concept is best described by which of the following words?

The four additional Ps of services marketing include each of the following EXCEPT:

Describe how the five dimensions of service quality can be implemented for a Canadian airline?

WestJet states that 98 percent of flights leave on time. This is an example of:

Which of the following statements about services is true?

Which of the services below would be an example of a 'core service' for a financial institution?

Many experts suggest that technology will be used in the future to find ways to save customers extra:

Service firms are realizing that all__________ aspects of quality must be present for a success__________ program.

Burger King is attempting to measure the difference between their customers' expectations and experiences by using a 24-hour hot line to receive 4,000 customer calls a day. What is this type of activity called?

Describe an effective off-peak tourism campaign used to maximize capacity and revenue for an all-inclusive resort in the Caribbean.

Another name for the steps in a service process is__________ _ .

Vacations and haircuts are two examples that are near the__________ of the goods-service continuum and are high in __________properties

Creating Customer Value, Relationships, and Experiences Through Marketing

Developing Successful Marketing Strategies

Scanning the Marketing Environment

Ethics and Social Responsibility for Sustainable Marketing

Consumer Behaviour

Understanding Organizations As Customers

Reaching Global Markets

Marketing Research: From Information to Action

Market Segmentation, Targeting, and Positioning

Developing New Products and Services

Managing Products and Brands

Pricing Products and Services

Managing Marketing Channels and Supply Chains

Retailing

Integrated Marketing Communications and Direct Marketing

Advertising, Sales Promotion, and Public Relations

Personal Selling and Sales Management

Pulling It All Together: the Strategic Marketing Process

Using Social Media and Mobile Marketing to Connect With Consumers

Filters

Service firms are realizing that all aspects of quality must be present for a success program.

Vacations and haircuts are two examples that are near the of the goods-service continuum and are high in properties