Question 1

Which of the following is NOT a marketing challenge posed by intangibility?

Accepted Answer

A) Services lack the ability to be stored. 
B) Services lack patent protection. 
C) Services are difficult to price. 
D) Services are difficult to communicate to consumers. 
E) Consumers are involved in the service production process. 
A) Services lack the ability to be stored. 
B) Services lack patent protection. 
C) Services are difficult to price. 
D) Services are difficult to communicate to consumers. 
E) Consumers are involved in the service production process.

Question 2

A perishability-related strategy that increases the supply of services by forming a co-op with other service providers is referred to as:

Accepted Answer

A) complimentary service sharing. 
B) capacity sharing. 
C) expansion preparation. 
D) third-party utilization. 
E) nonpeak demand development. 
A) complimentary service sharing. 
B) capacity sharing. 
C) expansion preparation. 
D) third-party utilization. 
E) nonpeak demand development.

Question 3

Which of the following scenarios is likely to lead to the highest level of customer dissatisfaction?

Accepted Answer

A) higher demand than maximum available supply 
B) higher demand than optimal supply levels 
C) lower demand than optimal supply levels 
D) demand and supply at optimal levels 
E) All of these scenarios result in equal levels of customer dissatisfaction. 
A) higher demand than maximum available supply 
B) higher demand than optimal supply levels 
C) lower demand than optimal supply levels 
D) demand and supply at optimal levels 
E) All of these scenarios result in equal levels of customer dissatisfaction.

Question 4

Match the appropriate service feature with the marketing strategy suggested to compensate for the marketing challenge(s) associated with the feature.
-Effectively manage consumers.

Accepted Answer

A) intangibility 
B) inseparability 
C) heterogeneity 
D) Perishability 
A) intangibility 
B) inseparability 
C) heterogeneity 
D) Perishability

Question 5

Solutions used to minimize the marketing problems attributed to heterogeneity include:

Accepted Answer

A) standardizing or customizing the service. 
B) using multisite locations. 
C) stressing tangible clues. 
D) appealing to different market segments with different demand patterns. 
E) using reservation systems. 
A) standardizing or customizing the service. 
B) using multisite locations. 
C) stressing tangible clues. 
D) appealing to different market segments with different demand patterns. 
E) using reservation systems.

Question 6

Match the appropriate unique service feature with the resulting marketing challenge the feature poses.
-Centralized mass production of services is difficult.

Accepted Answer

A) intangibility 
B) inseparability 
C) heterogeneity 
D) Perishability 
A) intangibility 
B) inseparability 
C) heterogeneity 
D) Perishability

Question 7

Possible solutions that firms use to minimize the problems caused by inseparability include all of the following except:

Accepted Answer

A) the careful selection of service employees. 
B) the management of service consumers. 
C) the use of multisite locations to distribute services. 
D) the training of public contact personnel. 
E) appealing to market segments with different demand patterns. 
A) the careful selection of service employees. 
B) the management of service consumers. 
C) the use of multisite locations to distribute services. 
D) the training of public contact personnel. 
E) appealing to market segments with different demand patterns.

Question 8

Discuss the primary marketing challenge associated with perishability and the possible solutions to address this issue.

Accepted Answer

Due to the characteristic of perishabili

Question 9

Which of the following would NOT be considered a tangible clue?

Accepted Answer

A) the quality of instruction in an educational setting 
B) the appearance of employees 
C) the appearance of the firm's physical facilities 
D) the smile on an employee's face 
E) the quality of paper stock use to produce a firm's brochures. 
A) the quality of instruction in an educational setting 
B) the appearance of employees 
C) the appearance of the firm's physical facilities 
D) the smile on an employee's face 
E) the quality of paper stock use to produce a firm's brochures.

Question 10

Of the four unique service characteristics that distinguish goods from services,the one that is the primary source of the other three characteristics is:

Accepted Answer

A) intangibility. 
B) inseparability. 
C) homogeneity. 
D) perishability. 
E) heterogeneity. 
A) intangibility. 
B) inseparability. 
C) homogeneity. 
D) perishability. 
E) heterogeneity.

Question 11

The unique service characteristic that reflects the interconnection between the service firm and its customer is called:

Accepted Answer

A) intangibility. 
B) inseparability. 
C) homogeneity. 
D) perishability. 
E) heterogeneity. 
A) intangibility. 
B) inseparability. 
C) homogeneity. 
D) perishability. 
E) heterogeneity.

Question 12

Match the appropriate unique service feature with the resulting marketing challenge the feature poses.
-Prices are difficult to set.

Accepted Answer

A) intangibility 
B) inseparability 
C) heterogeneity 
D) Perishability 
A) intangibility 
B) inseparability 
C) heterogeneity 
D) Perishability

Question 13

Discuss the primary marketing challenge associated with heterogeneity and the possible solutions to address this issue.

Accepted Answer

The primary marketing challenge associat

Question 14

Which of the following strategies increases the supply of service available to consumers?

Accepted Answer

A) increasing consumer participation 
B) using creative pricing strategies 
C) using reservation systems 
D) developing complimentary services 
E) developing nonpeak demand 
A) increasing consumer participation 
B) using creative pricing strategies 
C) using reservation systems 
D) developing complimentary services 
E) developing nonpeak demand

Question 15

Match the appropriate unique service feature with the resulting marketing challenge the feature poses.
-Other customers are involved in the production process.

Accepted Answer

A) intangibility 
B) inseparability 
C) heterogeneity 
D) Perishability 
A) intangibility 
B) inseparability 
C) heterogeneity 
D) Perishability

Question 16

The fact that services are sold and then produced and consumed simultaneously is attributed to:

Accepted Answer

A) intangibility. 
B) inseparability. 
C) homogeneity. 
D) perishability. 
E) heterogeneity. 
A) intangibility. 
B) inseparability. 
C) homogeneity. 
D) perishability. 
E) heterogeneity.

Question 17

Marketing challenges posed by inseparability include all of the following except:

Accepted Answer

A) the physical connection of the service to the service provider. 
B) the involvement of the customer in the production process. 
C) the difficulty to achieve service standardization and quality control. 
D) the involvement of other customers in the production process. 
E) the challenge for the mass production of the service. 
A) the physical connection of the service to the service provider. 
B) the involvement of the customer in the production process. 
C) the difficulty to achieve service standardization and quality control. 
D) the involvement of other customers in the production process. 
E) the challenge for the mass production of the service.

Question 18

Possible strategies for managing demand and minimizing the marketing problems associated with perishability include which of the following?

Accepted Answer

A) the use of creative pricing strategies 
B) the use of reservation systems 
C) developing complimentary services 
D) developing nonpeak demand 
E) all of these 
A) the use of creative pricing strategies 
B) the use of reservation systems 
C) developing complimentary services 
D) developing nonpeak demand 
E) all of these

Question 19

Which of the following statements is false?

Accepted Answer

A) The use of third parties decreases the supply of a service. 
B) Reservation systems can be used to alter the demand for services. 
C) Customer participation in services may result in some loss of control by the service establishment. 
D) The marketing department of service organizations must maintain a much closer relationship with the rest of the organization than what is typical in a goods business. 
E) The use of part-time employees increases the supply of a service. 
A) The use of third parties decreases the supply of a service. 
B) Reservation systems can be used to alter the demand for services. 
C) Customer participation in services may result in some loss of control by the service establishment. 
D) The marketing department of service organizations must maintain a much closer relationship with the rest of the organization than what is typical in a goods business. 
E) The use of part-time employees increases the supply of a service.

Question 20

Services are characterized by all of the following characteristics except:

Accepted Answer

A) intangibility. 
B) homogeneity. 
C) perishability. 
D) inseparability. 
E) heterogeneity. 
A) intangibility. 
B) homogeneity. 
C) perishability. 
D) inseparability. 
E) heterogeneity.

Which of the following is NOT a marketing challenge posed by intangibility?

A perishability-related strategy that increases the supply of services by forming a co-op with other service providers is referred to as:

Which of the following scenarios is likely to lead to the highest level of customer dissatisfaction?

Match the appropriate service feature with the marketing strategy suggested to compensate for the marketing challenge(s) associated with the feature. -Effectively manage consumers.

Solutions used to minimize the marketing problems attributed to heterogeneity include:

Match the appropriate unique service feature with the resulting marketing challenge the feature poses. -Centralized mass production of services is difficult.

Possible solutions that firms use to minimize the problems caused by inseparability include all of the following except:

Discuss the primary marketing challenge associated with perishability and the possible solutions to address this issue.

Which of the following would NOT be considered a tangible clue?

Of the four unique service characteristics that distinguish goods from services,the one that is the primary source of the other three characteristics is:

The unique service characteristic that reflects the interconnection between the service firm and its customer is called:

Match the appropriate unique service feature with the resulting marketing challenge the feature poses. -Prices are difficult to set.

Discuss the primary marketing challenge associated with heterogeneity and the possible solutions to address this issue.

Which of the following strategies increases the supply of service available to consumers?

Match the appropriate unique service feature with the resulting marketing challenge the feature poses. -Other customers are involved in the production process.

The fact that services are sold and then produced and consumed simultaneously is attributed to:

Marketing challenges posed by inseparability include all of the following except:

Possible strategies for managing demand and minimizing the marketing problems associated with perishability include which of the following?

Which of the following statements is false?

Services are characterized by all of the following characteristics except:

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

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

Exam 3: Fundamental Differences Between Goods and Services

Which of the following is NOT a marketing challenge posed by intangibility?

A perishability-related strategy that increases the supply of services by forming a co-op with other service providers is referred to as:

Which of the following scenarios is likely to lead to the highest level of customer dissatisfaction?

Match the appropriate service feature with the marketing strategy suggested to compensate for the marketing challenge(s) associated with the feature. -Effectively manage consumers.

Solutions used to minimize the marketing problems attributed to heterogeneity include:

Match the appropriate unique service feature with the resulting marketing challenge the feature poses. -Centralized mass production of services is difficult.

Possible solutions that firms use to minimize the problems caused by inseparability include all of the following except:

Discuss the primary marketing challenge associated with perishability and the possible solutions to address this issue.

Which of the following would NOT be considered a tangible clue?

Of the four unique service characteristics that distinguish goods from services,the one that is the primary source of the other three characteristics is:

The unique service characteristic that reflects the interconnection between the service firm and its customer is called:

Match the appropriate unique service feature with the resulting marketing challenge the feature poses. -Prices are difficult to set.

Discuss the primary marketing challenge associated with heterogeneity and the possible solutions to address this issue.

Which of the following strategies increases the supply of service available to consumers?

Match the appropriate unique service feature with the resulting marketing challenge the feature poses. -Other customers are involved in the production process.

The fact that services are sold and then produced and consumed simultaneously is attributed to:

Marketing challenges posed by inseparability include all of the following except:

Possible strategies for managing demand and minimizing the marketing problems associated with perishability include which of the following?

Which of the following statements is false?

Services are characterized by all of the following characteristics except:

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

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