Question 1

Marketers can take advantage of the variable nature of services by

Accepted Answer

A)  merging services with products. 
B)  customizing services to meet customers' needs exactly. 
C)  offering to expedite intangibles. 
D)  expanding the standards gap. 
E)  using strict standardization. 
A)  merging services with products. 
B)  customizing services to meet customers' needs exactly. 
C)  offering to expedite intangibles. 
D)  expanding the standards gap. 
E)  using strict standardization.

Question 2

In countries like the United States, services

Accepted Answer

A)  have almost all been replaced by technology. 
B)  are a small portion of GDP relative to manufacturing. 
C)  are replacing property taxes as a source of government revenue. 
D)  will decrease in demand as the population ages. 
E)  account for an increasing share of jobs. 
A)  have almost all been replaced by technology. 
B)  are a small portion of GDP relative to manufacturing. 
C)  are replacing property taxes as a source of government revenue. 
D)  will decrease in demand as the population ages. 
E)  account for an increasing share of jobs.

Question 3

The zone of tolerance refers to the area between customers' expectations regarding their desired service and the minimum level of acceptable service.

Accepted Answer

A) True 
 B)False

Question 4

Customers determine overall service quality using all of the following dimensions except

Accepted Answer

A)  assurance. 
B)  reliability. 
C)  acceptability. 
D)  responsiveness. 
E)  empathy. 
A)  assurance. 
B)  reliability. 
C)  acceptability. 
D)  responsiveness. 
E)  empathy.

Question 5

Debbie spoke to the customer service representative at Sprint Cellular and was told her text messages would be unlimited on her plan. However, when she got her bill, she had been charged extra for text messages. She called the company back and was told that since she didn't record the conversation, they couldn't verify what she was told and she'd have to pay the bill. Explain which service gap(s) occurred in this instance.

Accepted Answer

This is primarily a communication gap, s

Question 6

One approach marketers are using to reduce service ________ is to replace people with machines whenever appropriate.

Accepted Answer

A)  intangibility 
B)  inseparability 
C)  spendability 
D)  perishability 
E)  heterogeneity 
A)  intangibility 
B)  inseparability 
C)  spendability 
D)  perishability 
E)  heterogeneity

Question 7

A delivery gap always results in a service failure.

Accepted Answer

A) True 
 B)False

Question 8

Name a profession in which it might be considered unethical to market one's services. Explain why.

Accepted Answer

Professional service providers such as d

Marketers can take advantage of the variable nature of services by

In countries like the United States, services

The zone of tolerance refers to the area between customers' expectations regarding their desired service and the minimum level of acceptable service.

Customers determine overall service quality using all of the following dimensions except

One approach marketers are using to reduce service ________ is to replace people with machines whenever appropriate.

A delivery gap always results in a service failure.

Name a profession in which it might be considered unethical to market one's services. Explain why.

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Social and Mobile Marketing

Conscious Marketing, Corporate Social Responsibility, and Ethics

Analyzing the Marketing Environment

Consumer Behavior

Business-To-Business Marketing

Global Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Product, Branding, and Packaging Decisions

Developing New Products

Pricing Concepts for Establishing Value

Supply Chain and Channel Management

Retailing and Omnichannel Marketing

Integrated Marketing Communications

Advertising, Public Relations, and Sales Promotions

Personal Selling and Sales Management

Filters

Exam 13: Services: the Intangible Product

Marketers can take advantage of the variable nature of services by

In countries like the United States, services

The zone of tolerance refers to the area between customers' expectations regarding their desired service and the minimum level of acceptable service.

Customers determine overall service quality using all of the following dimensions except

One approach marketers are using to reduce service ________ is to replace people with machines whenever appropriate.

A delivery gap always results in a service failure.

Name a profession in which it might be considered unethical to market one's services. Explain why.

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Social and Mobile Marketing

Conscious Marketing, Corporate Social Responsibility, and Ethics

Analyzing the Marketing Environment

Consumer Behavior

Business-To-Business Marketing

Global Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Product, Branding, and Packaging Decisions

Developing New Products

Pricing Concepts for Establishing Value

Supply Chain and Channel Management

Retailing and Omnichannel Marketing

Integrated Marketing Communications

Advertising, Public Relations, and Sales Promotions

Personal Selling and Sales Management

Filters