Question 1

The primary solution to overcome the centralized mass production challenges attributed to inseparability is:

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 2

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

Accepted Answer

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

Question 3

Match the appropriate service feature with the marketing strategy suggested to compensate for the marketing challenge(s) associated with the feature.
-Use tangible clues.

Accepted Answer

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

Question 4

Complications attributed to perishability include all of the following except:

Accepted Answer

A) services that are not sold when they become available cease to exist. 
B) the production and consumption of services cannot be separated by time and space. 
C) statistical sampling techniques are of little use in services. 
D) due to the lack of inventories,marketing and operations must work much closer together. 
E) products are sold at a transfer price from one department to another within the same company. 
A) services that are not sold when they become available cease to exist. 
B) the production and consumption of services cannot be separated by time and space. 
C) statistical sampling techniques are of little use in services. 
D) due to the lack of inventories,marketing and operations must work much closer together. 
E) products are sold at a transfer price from one department to another within the same company.

Question 5

All of the following are advantages of standardized services except:

Accepted Answer

A) they are less expensive. 
B) they meet the customer's exact needs. 
C) they are delivered faster. 
D) they are more consistent. 
E) none of these are exceptions. 
A) they are less expensive. 
B) they meet the customer's exact needs. 
C) they are delivered faster. 
D) they are more consistent. 
E) none of these are exceptions.

The primary solution to overcome the centralized mass production challenges attributed to inseparability is:

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

Match the appropriate service feature with the marketing strategy suggested to compensate for the marketing challenge(s) associated with the feature. -Use tangible clues.

Complications attributed to perishability include all of the following except:

All of the following are advantages of standardized services 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

The primary solution to overcome the centralized mass production challenges attributed to inseparability is:

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

Match the appropriate service feature with the marketing strategy suggested to compensate for the marketing challenge(s) associated with the feature. -Use tangible clues.

Complications attributed to perishability include all of the following except:

All of the following are advantages of standardized services 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