Question 1

On the scale of market entities,with tangible-dominant to the extreme left and intangible-dominant to the extreme right,investment management services would appear:

Accepted Answer

A) to the extreme left. 
B) mid-left. 
C) in the middle. 
D) mid-right. 
E) to the extreme right. 
A) to the extreme left. 
B) mid-left. 
C) in the middle. 
D) mid-right. 
E) to the extreme right. D

Question 2

A customer attempted to pay his bill with his American Express credit card;however,the service firm did not accept American Express.Which of the following components of the servuction model negatively influenced the customer's experience?

Accepted Answer

A) servicescape 
B) organization and systems 
C) other customers 
D) contact personnel 
E) service providers 
A) servicescape 
B) organization and systems 
C) other customers 
D) contact personnel 
E) service providers B

Question 3

Which of the following is an example of intangible-dominant?

Accepted Answer

A) a steakhouse 
B) car rental agency 
C) a funeral 
D) a magazine subscription 
E) math tutoring 
A) a steakhouse 
B) car rental agency 
C) a funeral 
D) a magazine subscription 
E) math tutoring E

Question 4

Most people tend to associate this term with being "green" and protecting the environment.

Accepted Answer

A) sustainability 
B) tangibility 
C) intangibility 
D) social responsibility 
E) all of these 
A) sustainability 
B) tangibility 
C) intangibility 
D) social responsibility 
E) all of these

Question 5

The ____ involves a pictorial representation of the relationship between the tangible and intangible elements of a firm's operation.

Accepted Answer

A) molecular model 
B) servuction model 
C) benefit concept 
D) industrial management model 
E) market-focused model 
A) molecular model 
B) servuction model 
C) benefit concept 
D) industrial management model 
E) market-focused model

Question 6

Which of the following statements is NOT true?

Accepted Answer

A) Consumers evaluate goods and services differently. 
B) Firms that define their businesses too narrowly by overlooking the service aspects have developed service marketing myopia. 
C) Goods are intangible-dominant. 
D) Consumers evaluate services based on the experiential aspects provided. 
E) The term product refers to both goods and services. 
A) Consumers evaluate goods and services differently. 
B) Firms that define their businesses too narrowly by overlooking the service aspects have developed service marketing myopia. 
C) Goods are intangible-dominant. 
D) Consumers evaluate services based on the experiential aspects provided. 
E) The term product refers to both goods and services.

Question 7

According to the servuction model,factors that influence the customer's service experience include all of the following except:

Accepted Answer

A) price. 
B) contact personnel/service providers. 
C) other customers. 
D) servicescape. 
E) organization and systems. 
A) price. 
B) contact personnel/service providers. 
C) other customers. 
D) servicescape. 
E) organization and systems.

Question 8

Businesses such as fast food restaurants would fall where along the scale of market entities?

Accepted Answer

A) on the extreme end of the intangible-dominant side 
B) right of the middle towards the intangible-dominant side 
C) in the middle of the continuum 
D) left of the middle towards the tangible-dominant side 
A) on the extreme end of the intangible-dominant side 
B) right of the middle towards the intangible-dominant side 
C) in the middle of the continuum 
D) left of the middle towards the tangible-dominant side

Question 9

With regards to sector employment in the United States,all of the following statements are true except:

Accepted Answer

A) Between 1900 and 2013,the proportion of the workforce engaged in agriculture declined from 42% to just 20%. 
B) As of 2013,80% of all jobs are service jobs. 
C) Between 2002 and 2012,96% of all new jobs were service jobs. 
D) In the year 1900,30% of the U.S.labor force was employed in the service sector. 
E) By the mid-1990's service employment had risen to 81.1 million. 
A) Between 1900 and 2013,the proportion of the workforce engaged in agriculture declined from 42% to just 20%. 
B) As of 2013,80% of all jobs are service jobs. 
C) Between 2002 and 2012,96% of all new jobs were service jobs. 
D) In the year 1900,30% of the U.S.labor force was employed in the service sector. 
E) By the mid-1990's service employment had risen to 81.1 million.

Question 10

Ranking from highest to lowest,the countries with the largest service sector employment by percentage of GDP are:

Accepted Answer

A) United Kingdom,United States,Japan 
B) Andorra,Hong Kong,Bahamas 
C) United States,United Kingdom,Japan 
D) United States,United Kingdom,Hong Kong 
E) Japan,Bahamas,United States 
A) United Kingdom,United States,Japan 
B) Andorra,Hong Kong,Bahamas 
C) United States,United Kingdom,Japan 
D) United States,United Kingdom,Hong Kong 
E) Japan,Bahamas,United States

Question 11

If an office did not schedule as many people as were needed during a busy period,which of the following components of the servuction model has negatively influenced the customer's experience?

Accepted Answer

A) servicescape 
B) organization and systems 
C) other customers 
D) contact personnel 
E) service providers 
A) servicescape 
B) organization and systems 
C) other customers 
D) contact personnel 
E) service providers

Question 12

The component of the servuction model over which most service firms have the least control is:

Accepted Answer

A) servicescape. 
B) organization and systems. 
C) other customers. 
D) contact personnel. 
E) service providers. 
A) servicescape. 
B) organization and systems. 
C) other customers. 
D) contact personnel. 
E) service providers.

Question 13

What is the approximate percentage of the United States' gross domestic product generated by the service sector?

Accepted Answer

A) 87% 
B) 79% 
C) 67% 
D) 57% 
E) 47% 
A) 87% 
B) 79% 
C) 67% 
D) 57% 
E) 47%

Question 14

The economic value of transforming goods into services is illustrated by paying:

Accepted Answer

A) $7 for a cup of coffee in a five-star restaurant. 
B) $3 for a pound of coffee beans at the market. 
C) $6 to have your car washed. 
D) $7 to have your dog walked. 
E) $120 for a health checkup. 
A) $7 for a cup of coffee in a five-star restaurant. 
B) $3 for a pound of coffee beans at the market. 
C) $6 to have your car washed. 
D) $7 to have your dog walked. 
E) $120 for a health checkup.

Question 15

Which of the following fields would be least likely to be described as intangible-dominant?

Accepted Answer

A) manufacturing 
B) education 
C) insurance 
D) banking 
E) engineering 
A) manufacturing 
B) education 
C) insurance 
D) banking 
E) engineering

Question 16

Why has the study if services marketing become increasingly important in recent years?

Accepted Answer

The study of services marketing has beco

Question 17

What are e-services?

Accepted Answer

A) an application of science to solve problems or conduct transactions 
B) customer service activities via the Net 
C) technologically based services that help customers help themselves 
D) an electronic service available via the Net that completes tasks 
E) all of these 
A) an application of science to solve problems or conduct transactions 
B) customer service activities via the Net 
C) technologically based services that help customers help themselves 
D) an electronic service available via the Net that completes tasks 
E) all of these

Question 18

General Motors,the manufacturing giant's,largest supplier is:

Accepted Answer

A) Blue Cross-Blue Shield Insurance 
B) GMAC Financing 
C) a parts supplier 
D) a legal firm 
E) a trucking company 
A) Blue Cross-Blue Shield Insurance 
B) GMAC Financing 
C) a parts supplier 
D) a legal firm 
E) a trucking company

Question 19

Discuss the growth of the global service economy.

Accepted Answer

.New technology has led to considerable

Question 20

A customer who notices dirty silverware and a dirty floor in his/her favorite restaurant and loses his/her appetite has been influenced by which of the following components of the servuction model?

Accepted Answer

A) servicescape 
B) organization and systems 
C) other customers 
D) contact personnel 
E) service providers 
A) servicescape 
B) organization and systems 
C) other customers 
D) contact personnel 
E) service providers

On the scale of market entities,with tangible-dominant to the extreme left and intangible-dominant to the extreme right,investment management services would appear:

A customer attempted to pay his bill with his American Express credit card;however,the service firm did not accept American Express.Which of the following components of the servuction model negatively influenced the customer's experience?

Which of the following is an example of intangible-dominant?

Most people tend to associate this term with being "green" and protecting the environment.

The ____ involves a pictorial representation of the relationship between the tangible and intangible elements of a firm's operation.

Which of the following statements is NOT true?

According to the servuction model,factors that influence the customer's service experience include all of the following except:

Businesses such as fast food restaurants would fall where along the scale of market entities?

With regards to sector employment in the United States,all of the following statements are true except:

Ranking from highest to lowest,the countries with the largest service sector employment by percentage of GDP are:

If an office did not schedule as many people as were needed during a busy period,which of the following components of the servuction model has negatively influenced the customer's experience?

The component of the servuction model over which most service firms have the least control is:

What is the approximate percentage of the United States' gross domestic product generated by the service sector?

The economic value of transforming goods into services is illustrated by paying:

Which of the following fields would be least likely to be described as intangible-dominant?

Why has the study if services marketing become increasingly important in recent years?

What are e-services?

General Motors,the manufacturing giant's,largest supplier is:

Discuss the growth of the global service economy.

A customer who notices dirty silverware and a dirty floor in his/her favorite restaurant and loses his/her appetite has been influenced by which of the following components of the servuction model?

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

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Exam 1: An Introduction to Services

On the scale of market entities,with tangible-dominant to the extreme left and intangible-dominant to the extreme right,investment management services would appear:

A customer attempted to pay his bill with his American Express credit card;however,the service firm did not accept American Express.Which of the following components of the servuction model negatively influenced the customer's experience?

Which of the following is an example of intangible-dominant?

Most people tend to associate this term with being "green" and protecting the environment.

The ____ involves a pictorial representation of the relationship between the tangible and intangible elements of a firm's operation.

Which of the following statements is NOT true?

According to the servuction model,factors that influence the customer's service experience include all of the following except:

Businesses such as fast food restaurants would fall where along the scale of market entities?

With regards to sector employment in the United States,all of the following statements are true except:

Ranking from highest to lowest,the countries with the largest service sector employment by percentage of GDP are:

If an office did not schedule as many people as were needed during a busy period,which of the following components of the servuction model has negatively influenced the customer's experience?

The component of the servuction model over which most service firms have the least control is:

What is the approximate percentage of the United States' gross domestic product generated by the service sector?

The economic value of transforming goods into services is illustrated by paying:

Which of the following fields would be least likely to be described as intangible-dominant?

Why has the study if services marketing become increasingly important in recent years?

What are e-services?

General Motors,the manufacturing giant's,largest supplier is:

Discuss the growth of the global service economy.

A customer who notices dirty silverware and a dirty floor in his/her favorite restaurant and loses his/her appetite has been influenced by which of the following components of the servuction model?

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters