Question 1

The difference between customers' expectations and a firm's perception of those customer expectations is reflected in the:

Accepted Answer

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

Question 2

The difference between the actual service provided to customers and the service that a firm's promotion program promises is referred to as the:

Accepted Answer

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

Question 3

Karen always uses the services of Flash Couriers because of its competency in delivering packages almost always on time.The service dimension influencing Karen's choice in this scenario is:

Accepted Answer

A) inseparability. 
B) reliability. 
C) relativity. 
D) empathy. 
E) tangibility. 
A) inseparability. 
B) reliability. 
C) relativity. 
D) empathy. 
E) tangibility.

Question 4

Jane prefers to visit a particular hair salon because of its skilled hairstylists who are friendly and have gained her trust by providing good service during her previous visits.The service dimension influencing Jane's decision to stick to the same service provider is:

Accepted Answer

A) coherence. 
B) assurance. 
C) tangibility. 
D) durability. 
E) empathy. 
A) coherence. 
B) assurance. 
C) tangibility. 
D) durability. 
E) empathy.

Question 5

A beach resort provides a questionnaire to its customers when they are checking out of the resort that asks customers to rate the service based on different service quality dimensions.The resort will use their answers to check if the services have met customer expectations.Which of the following can be best established by the resort using the collected information?

Accepted Answer

A) Distributive fairness 
B) Zone of tolerance 
C) Assurance gap 
D) Delivery gap 
E) Procedural fairness 
A) Distributive fairness 
B) Zone of tolerance 
C) Assurance gap 
D) Delivery gap 
E) Procedural fairness

Question 6

Mark and Julia booked a holiday package at Valley Resort after seeing its advertisement in a local newspaper. The resort had advertised its special holiday package, which included facilities such as spa treatments, sports activities, and an extensive menu, featuring exotic food from various parts of the world. When Mark and Julia visited the resort, they discovered that they could not use the spa because the area was under maintenance and most of the exotic food was also not available on account of a lack of qualified personnel. Jennifer, the manager of the resort, who had permission from senior authorities to make decisions in the case of service failures, provided free food and accommodation for Mark and Julia during their entire stay. She also promised that such instances would not be repeated and assured Mark and Julia that they could use these facilities the next time they visited the resort.
-Which of the following service gaps did Mark and Julia experience when they visited the Valley Resort?

Accepted Answer

A) Knowledge gap 
B) Communication gap 
C) Criterion gap 
D) Standards gap 
E) Delivery gap 
A) Knowledge gap 
B) Communication gap 
C) Criterion gap 
D) Standards gap 
E) Delivery gap

Question 7

In a service failure situation, some customers just needs to be heard.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is true of services offered by business organizations?

Accepted Answer

A) The tangibility of services can be reduced through training and standardization. 
B) Marketing of services is less challenging compared to marketing of products. 
C) The inconsistent nature of services does not provide an opportunity for marketers to use it to their advantage. 
D) The perishability of services is a challenge for marketers as they have to match the demand and supply. 
E) Services cannot be produced and consumed at the same time. 
A) The tangibility of services can be reduced through training and standardization. 
B) Marketing of services is less challenging compared to marketing of products. 
C) The inconsistent nature of services does not provide an opportunity for marketers to use it to their advantage. 
D) The perishability of services is a challenge for marketers as they have to match the demand and supply. 
E) Services cannot be produced and consumed at the same time.

Question 9

Medassure is a health care service provider.How can Medassure add tangibility to its services?

Accepted Answer

Student answers will vary.
Medassure can

The difference between customers' expectations and a firm's perception of those customer expectations is reflected in the:

The difference between the actual service provided to customers and the service that a firm's promotion program promises is referred to as the:

Karen always uses the services of Flash Couriers because of its competency in delivering packages almost always on time.The service dimension influencing Karen's choice in this scenario is:

Jane prefers to visit a particular hair salon because of its skilled hairstylists who are friendly and have gained her trust by providing good service during her previous visits.The service dimension influencing Jane's decision to stick to the same service provider is:

In a service failure situation, some customers just needs to be heard.

Which of the following is true of services offered by business organizations?

Medassure is a health care service provider.How can Medassure add tangibility to its services?

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

The difference between customers' expectations and a firm's perception of those customer expectations is reflected in the:

The difference between the actual service provided to customers and the service that a firm's promotion program promises is referred to as the:

Karen always uses the services of Flash Couriers because of its competency in delivering packages almost always on time.The service dimension influencing Karen's choice in this scenario is:

Jane prefers to visit a particular hair salon because of its skilled hairstylists who are friendly and have gained her trust by providing good service during her previous visits.The service dimension influencing Jane's decision to stick to the same service provider is:

In a service failure situation, some customers just needs to be heard.

Which of the following is true of services offered by business organizations?

Medassure is a health care service provider.How can Medassure add tangibility to its services?

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