Question 1

Why is the perishability of services a challenge for marketers? Provide one example to support your answer.

Accepted Answer

The perishability of services provides b

Question 2

A well-known restaurant asked its customers to evaluate its service quality by filling out a questionnaire.The analysis of the questionnaire showed that the restaurant scored below the zone of tolerance on the tangibles dimension.This implies that the customers were not happy with the:

Accepted Answer

A) employees' ability in performing a service. 
B) knowledge and courteousness of the employees. 
C) attitude of the manager. 
D) facilities provided by the restaurant. 
E) attention provided to them by the employees. 
A) employees' ability in performing a service. 
B) knowledge and courteousness of the employees. 
C) attitude of the manager. 
D) facilities provided by the restaurant. 
E) attention provided to them by the employees.

Question 3

The delivery gap is the difference between a firm's standards and the actual service it provides to customers.

Accepted Answer

A) True 
 B)False

Question 4

A car service provider allows customers to decide on the services they want to avail and to be directly involved in the service.The service provider has employed this measure to overcome which of the following characteristics of services?

Accepted Answer

A) Intangibility 
B) Inseparability 
C) Durability 
D) Perishability 
E) Inconsistency 
A) Intangibility 
B) Inseparability 
C) Durability 
D) Perishability 
E) Inconsistency

Question 5

Which of the following methods used by service providers to reduce delivery gaps gives customers a greater degree of control over the services?

Accepted Answer

A) Empowering employees 
B) Using technology 
C) Achieving goals through training 
D) Evaluating service quality 
E) Supporting service providers 
A) Empowering employees 
B) Using technology 
C) Achieving goals through training 
D) Evaluating service quality 
E) Supporting service providers

Question 6

The marketing of services is more challenging than the marketing of products as services are intangible and inseparable from their providers.

Accepted Answer

A) True 
 B)False

Question 7

Use the five service quality dimensions and explain how Air Canada can offer a high quality service.

Accepted Answer

Student answers will

Question 8

A company that specializes in water purifiers recently installed a system at John's house.John realizes that the system is faulty because the purifier developed a leak within a few days of installation.John calls the company's service team, which goes over the problem in detail with him and then sends service personnel to John's house to fix the problem.In this scenario, the company tried to resolve the issue by:

Accepted Answer

A) attempting to rectify the situation. 
B) explaining the process they use to resolve complaints. 
C) providing adequate compensation for the inconvenience. 
D) replacing the system. 
E) eagerly listening to John's complaint and resolving the problem. 
A) attempting to rectify the situation. 
B) explaining the process they use to resolve complaints. 
C) providing adequate compensation for the inconvenience. 
D) replacing the system. 
E) eagerly listening to John's complaint and resolving the problem.

Question 9

Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed is called a(n):

Accepted Answer

A) artefact. 
B) commodity. 
C) service. 
D) pure good. 
E) inventory. 
A) artefact. 
B) commodity. 
C) service. 
D) pure good. 
E) inventory.

Question 10

A tattoo artist encourages her customers to choose their own tattoo designs so that they will be more satisfied with the end results.Since a tattoo is not easy to remove, the artist provides a guarantee to the customer based on her experiences with other clients.Which of the following service characteristics is best demonstrated in this scenario?

Accepted Answer

A) Inseparability 
B) Variability 
C) Consistency 
D) Perishability 
E) Intangibility 
A) Inseparability 
B) Variability 
C) Consistency 
D) Perishability 
E) Intangibility

Question 11

When a firm asks its customers about a service quality dimension that relates to customers' desired and expected level of service, the firm is trying to define the:

Accepted Answer

A) zone of tolerance. 
B) communication gap. 
C) responsiveness aspect. 
D) delivery gap. 
E) standards gap. 
A) zone of tolerance. 
B) communication gap. 
C) responsiveness aspect. 
D) delivery gap. 
E) standards gap.

Question 12

An ongoing marketing research system that collects customer insights and intelligence to influence and drive business decisions is referred to as:

Accepted Answer

A) an observation. 
B) the zone of tolerance. 
C) a voice-of-customer program. 
D) distributive fairness. 
E) procedural fairness. 
A) an observation. 
B) the zone of tolerance. 
C) a voice-of-customer program. 
D) distributive fairness. 
E) procedural fairness.

Question 13

The service dimension that refers to the knowledge of and courtesy by employees and their ability to convey trust and confidence is called:

Accepted Answer

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

Question 14

Why is it important for service provider to give a chance to customers to complaint?

Accepted Answer

Customer complaint is a procedure for se

Question 15

To define its customers' zone of tolerance, Hotel Raywood asked its customers to assign importance scores to the service quality dimensions and rate the hotel's performance on those dimensions. While analyzing the reports, experts found that most customers had assigned a high score for reliability and a low score for assurance. Also, the hotel had scored high on the responsiveness dimension of service quality.
-The evaluation of service quality by defining the zone of tolerance will help the hotel to reduce which gap?

Accepted Answer

A) Criterion 
B) Knowledge 
C) Customer 
D) Communication 
E) Communion 
A) Criterion 
B) Knowledge 
C) Customer 
D) Communication 
E) Communion

Question 16

An electronics retail chain asked its customers to rate the service it provides at its customer support division based on the inclination and alertness of staff members in providing service to customers.The service dimension that the company is trying to evaluate in this scenario is:

Accepted Answer

A) relativity. 
B) responsiveness. 
C) inseparability. 
D) durability. 
E) tangibility. 
A) relativity. 
B) responsiveness. 
C) inseparability. 
D) durability. 
E) tangibility.

Question 17

Eric prefers to travel by a particular airline because he is impressed by the care and attention provided by its staff to make the passengers feel valued and special.The service dimension influencing Eric's decision to choose that airline is:

Accepted Answer

A) reliability 
B) assurance 
C) empathy. 
D) empowerment. 
E) durability. 
A) reliability 
B) assurance 
C) empathy. 
D) empowerment. 
E) durability.

Question 18

Valuemart, a supermarket chain, trains its employees to perform their tasks according to the guidelines set by the firm.This method employed by them will help the firm in reducing the:

Accepted Answer

A) zone of tolerance. 
B) knowledge gap. 
C) standards gap. 
D) delivery gap. 
E) communication gap. 
A) zone of tolerance. 
B) knowledge gap. 
C) standards gap. 
D) delivery gap. 
E) communication gap.

Question 19

Marketing a service is more challenging than marketing a product because a service is:

Accepted Answer

A) intangible. 
B) separable. 
C) invariable. 
D) consistent. 
E) durable. 
A) intangible. 
B) separable. 
C) invariable. 
D) consistent. 
E) durable.

Question 20

Which of the following refers to the difference between a firm's perceptions of customers' expectations and the service levels it sets?

Accepted Answer

A) Knowledge gap 
B) Standards gap 
C) Zone of tolerance 
D) Delivery gap 
E) Communication gap 
A) Knowledge gap 
B) Standards gap 
C) Zone of tolerance 
D) Delivery gap 
E) Communication gap

Why is the perishability of services a challenge for marketers? Provide one example to support your answer.

A well-known restaurant asked its customers to evaluate its service quality by filling out a questionnaire.The analysis of the questionnaire showed that the restaurant scored below the zone of tolerance on the tangibles dimension.This implies that the customers were not happy with the:

The delivery gap is the difference between a firm's standards and the actual service it provides to customers.

A car service provider allows customers to decide on the services they want to avail and to be directly involved in the service.The service provider has employed this measure to overcome which of the following characteristics of services?

Which of the following methods used by service providers to reduce delivery gaps gives customers a greater degree of control over the services?

The marketing of services is more challenging than the marketing of products as services are intangible and inseparable from their providers.

Use the five service quality dimensions and explain how Air Canada can offer a high quality service.

Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed is called a(n):

When a firm asks its customers about a service quality dimension that relates to customers' desired and expected level of service, the firm is trying to define the:

An ongoing marketing research system that collects customer insights and intelligence to influence and drive business decisions is referred to as:

The service dimension that refers to the knowledge of and courtesy by employees and their ability to convey trust and confidence is called:

Why is it important for service provider to give a chance to customers to complaint?

An electronics retail chain asked its customers to rate the service it provides at its customer support division based on the inclination and alertness of staff members in providing service to customers.The service dimension that the company is trying to evaluate in this scenario is:

Eric prefers to travel by a particular airline because he is impressed by the care and attention provided by its staff to make the passengers feel valued and special.The service dimension influencing Eric's decision to choose that airline is:

Valuemart, a supermarket chain, trains its employees to perform their tasks according to the guidelines set by the firm.This method employed by them will help the firm in reducing the:

Marketing a service is more challenging than marketing a product because a service is:

Which of the following refers to the difference between a firm's perceptions of customers' expectations and the service levels it sets?

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Analyzing the Marketing Environment

Consumer Behaviour

Business-To-Business Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Developing New Products

Product, Branding, and Packaging Decisions

Pricing Concepts and Strategies: Establishing Value

Distribution Channels

Retailing and Omni-Channel Marketing

Integrated Marketing Communications

Advertising, Sales Promotions, and Personal Selling

Social and Mobile Marketing

Global Marketing

Ethics and Socially Responsible Marketing

Filters

Exam 10: Services: The Intangible Product

Why is the perishability of services a challenge for marketers? Provide one example to support your answer.

A well-known restaurant asked its customers to evaluate its service quality by filling out a questionnaire.The analysis of the questionnaire showed that the restaurant scored below the zone of tolerance on the tangibles dimension.This implies that the customers were not happy with the:

The delivery gap is the difference between a firm's standards and the actual service it provides to customers.

A car service provider allows customers to decide on the services they want to avail and to be directly involved in the service.The service provider has employed this measure to overcome which of the following characteristics of services?

Which of the following methods used by service providers to reduce delivery gaps gives customers a greater degree of control over the services?

The marketing of services is more challenging than the marketing of products as services are intangible and inseparable from their providers.

Use the five service quality dimensions and explain how Air Canada can offer a high quality service.

Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed is called a(n):

When a firm asks its customers about a service quality dimension that relates to customers' desired and expected level of service, the firm is trying to define the:

An ongoing marketing research system that collects customer insights and intelligence to influence and drive business decisions is referred to as:

The service dimension that refers to the knowledge of and courtesy by employees and their ability to convey trust and confidence is called:

Why is it important for service provider to give a chance to customers to complaint?

An electronics retail chain asked its customers to rate the service it provides at its customer support division based on the inclination and alertness of staff members in providing service to customers.The service dimension that the company is trying to evaluate in this scenario is:

Eric prefers to travel by a particular airline because he is impressed by the care and attention provided by its staff to make the passengers feel valued and special.The service dimension influencing Eric's decision to choose that airline is:

Valuemart, a supermarket chain, trains its employees to perform their tasks according to the guidelines set by the firm.This method employed by them will help the firm in reducing the:

Marketing a service is more challenging than marketing a product because a service is:

Which of the following refers to the difference between a firm's perceptions of customers' expectations and the service levels it sets?

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Analyzing the Marketing Environment

Consumer Behaviour

Business-To-Business Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Developing New Products

Product, Branding, and Packaging Decisions

Pricing Concepts and Strategies: Establishing Value

Distribution Channels

Retailing and Omni-Channel Marketing

Integrated Marketing Communications

Advertising, Sales Promotions, and Personal Selling

Social and Mobile Marketing

Global Marketing

Ethics and Socially Responsible Marketing

Filters