Question 1

Which of the following areas is NOT a sustainable business practice that companies hope to pursue as a source of competitive advantage?

Accepted Answer

A) eco-efficiency 
B) environmental cost leadership 
C) e-service 
D) beyond compliance leadership 
E) eco-branding strategies 
A) eco-efficiency 
B) environmental cost leadership 
C) e-service 
D) beyond compliance leadership 
E) eco-branding strategies

Question 2

Traditionally,economies throughout the world tend to transition from:

Accepted Answer

A) a service economy to an agricultural economy to an industrial economy. 
B) a service economy to an industrial economy to an agricultural economy. 
C) an agricultural economy to an industrial economy to a service economy. 
D) an agricultural economy to a service economy to an industrial economy. 
E) an industrial economy to an agricultural economy to a service economy. 
A) a service economy to an agricultural economy to an industrial economy. 
B) a service economy to an industrial economy to an agricultural economy. 
C) an agricultural economy to an industrial economy to a service economy. 
D) an agricultural economy to a service economy to an industrial economy. 
E) an industrial economy to an agricultural economy to a service economy.

Question 3

Describe the four areas of improvement in which a company can achieve sustainability.

Accepted Answer

.Eco-efficiency focuses on the concept o

Question 4

Which of the following components of the servuction model is invisible to consumers?

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 5

The encapsulation of the benefits of a product in the consumer's mind is called the:

Accepted Answer

A) servuction model. 
B) benefit concept. 
C) service triangle. 
D) service-profit chain. 
E) scale of market entities. 
A) servuction model. 
B) benefit concept. 
C) service triangle. 
D) service-profit chain. 
E) scale of market entities.

Question 6

Servicescape consists of which of the following features?

Accepted Answer

A) personal artifacts 
B) inanimate objects 
C) signs 
D) ambient conditions 
E) all of these 
A) personal artifacts 
B) inanimate objects 
C) signs 
D) ambient conditions 
E) all of these

Question 7

Which of the following could NOT be included in the airline molecular model?

Accepted Answer

A) long-term parking 
B) financing arrangements 
C) rental car availability 
D) gate attendants 
E) baggage handlers 
A) long-term parking 
B) financing arrangements 
C) rental car availability 
D) gate attendants 
E) baggage handlers

Question 8

Which was the first economy in the modern world to transition from an agricultural economy to an industrial economy to a service economy?

Accepted Answer

A) Hong Kong 
B) United Stated of America 
C) United Kingdom 
D) Bahamas 
E) Japan 
A) Hong Kong 
B) United Stated of America 
C) United Kingdom 
D) Bahamas 
E) Japan

Question 9

Which of the following service industries have NOT employed self-service technologies?

Accepted Answer

A) banks 
B) insurance companies 
C) hotels 
D) movie rental chains 
E) manufacturing operations 
A) banks 
B) insurance companies 
C) hotels 
D) movie rental chains 
E) manufacturing operations

Question 10

The continuum that ranges from tangible-dominant to intangible-dominant is referred to as the:

Accepted Answer

A) services triangle. 
B) servuction model. 
C) scale of market entities. 
D) service-profit chain. 
E) Q continuum. 
A) services triangle. 
B) servuction model. 
C) scale of market entities. 
D) service-profit chain. 
E) Q continuum.

Question 11

The ____ reflects the view that the intangible aspects of products are becoming the key features that differentiate the products in the marketplace.

Accepted Answer

A) services marketing 
B) servuction model 
C) service imperative 
D) benefit concept 
E) industrial management model 
A) services marketing 
B) servuction model 
C) service imperative 
D) benefit concept 
E) industrial management model

Question 12

What are the seven categories of complaints that customers say irritate them most about service providers?

Accepted Answer

.Apathy: What comedian George Carlin ref

Question 13

Discuss the components of the servuction model.What does the model attempt to explain?

Accepted Answer

.The components of the servuction model

Question 14

Which of the following businesses would be characterized as a pure service?

Accepted Answer

A) insurance 
B) farming 
C) mining 
D) engineering 
E) There is no such thing as a pure service. 
A) insurance 
B) farming 
C) mining 
D) engineering 
E) There is no such thing as a pure service.

Question 15

What is a service?

Accepted Answer

.The distinction between goods and servi

Question 16

Which of the following sets of terms best describes a service?

Accepted Answer

A) objects,devices,and performances 
B) effort,objects,and deeds 
C) things,devices,and performances 
D) objects,devices,and things 
E) deeds,effort,and performances 
A) objects,devices,and performances 
B) effort,objects,and deeds 
C) things,devices,and performances 
D) objects,devices,and things 
E) deeds,effort,and performances

Which of the following areas is NOT a sustainable business practice that companies hope to pursue as a source of competitive advantage?

Traditionally,economies throughout the world tend to transition from:

Describe the four areas of improvement in which a company can achieve sustainability.

Which of the following components of the servuction model is invisible to consumers?

The encapsulation of the benefits of a product in the consumer's mind is called the:

Servicescape consists of which of the following features?

Which of the following could NOT be included in the airline molecular model?

Which was the first economy in the modern world to transition from an agricultural economy to an industrial economy to a service economy?

Which of the following service industries have NOT employed self-service technologies?

The continuum that ranges from tangible-dominant to intangible-dominant is referred to as the:

The ____ reflects the view that the intangible aspects of products are becoming the key features that differentiate the products in the marketplace.

What are the seven categories of complaints that customers say irritate them most about service providers?

Discuss the components of the servuction model.What does the model attempt to explain?

Which of the following businesses would be characterized as a pure service?

What is a service?

Which of the following sets of terms best describes a service?

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

Which of the following areas is NOT a sustainable business practice that companies hope to pursue as a source of competitive advantage?

Traditionally,economies throughout the world tend to transition from:

Describe the four areas of improvement in which a company can achieve sustainability.

Which of the following components of the servuction model is invisible to consumers?

The encapsulation of the benefits of a product in the consumer's mind is called the:

Servicescape consists of which of the following features?

Which of the following could NOT be included in the airline molecular model?

Which was the first economy in the modern world to transition from an agricultural economy to an industrial economy to a service economy?

Which of the following service industries have NOT employed self-service technologies?

The continuum that ranges from tangible-dominant to intangible-dominant is referred to as the:

The ____ reflects the view that the intangible aspects of products are becoming the key features that differentiate the products in the marketplace.

What are the seven categories of complaints that customers say irritate them most about service providers?

Discuss the components of the servuction model.What does the model attempt to explain?

Which of the following businesses would be characterized as a pure service?

What is a service?

Which of the following sets of terms best describes a service?

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