Question 1

A primary issue that marketers face in relation to service perishability is ensuring service quality over time.

Accepted Answer

A) True 
 B)False  False

Question 2

The core offerings of hospitals,hotels,and banks are primarily deeds and performances and therefore,are _________________.

Accepted Answer

A)  Services 
B)  Experiences 
C)  Attributes 
D)  Goods 
E)  Benefits 
A)  Services 
B)  Experiences 
C)  Attributes 
D)  Goods 
E)  Benefits A

Question 3

When they go away on vacation,some dog owners choose to leave their dogs in posh pet resorts that offer a variety of activities for the dogs,such as swimming pool frolics,nature walks and hayrides.The dog owners pay around $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities,which would be collectively classified as:

Accepted Answer

A)  Goods 
B)  Values 
C)  Services 
D)  Satisficers 
E)  Attributes 
A)  Goods 
B)  Values 
C)  Services 
D)  Satisficers 
E)  Attributes C

Question 4

On his way to work today,Terry saw a billboard for a physician's group that specialized in vascular surgery.In his local newspaper there was a full-page ad for a medical clinic that performed similar surgery.Then in his mail,he got a brochure from yet another medical clinic asking him if he wanted to get rid of ugly varicose veins.Which trend that influenced the development of services marketing concepts and strategies is illustrated here?

Accepted Answer

A)  The increasing importance of service industries to the U.S.and world economies 
B)  The increase of government regulation of professional service industries 
C)  The growth in database marketing 
D)  Increased competition in professional services 
E)  Professional firms are placing increased emphasis on providing services 
A)  The increasing importance of service industries to the U.S.and world economies 
B)  The increase of government regulation of professional service industries 
C)  The growth in database marketing 
D)  Increased competition in professional services 
E)  Professional firms are placing increased emphasis on providing services

Question 5

The characteristic of a service that means that it cannot be seen,felt,tasted or touched is:

Accepted Answer

A)  Intangibility 
B)  Heterogeneity 
C)  Divisibility 
D)  Perishability 
E)  Compatibility 
A)  Intangibility 
B)  Heterogeneity 
C)  Divisibility 
D)  Perishability 
E)  Compatibility

Question 6

Which of the following is a marketing implication that results from the heterogeneity of services?

Accepted Answer

A)  Services cannot be returned or resold 
B)  Services cannot be patented 
C)  Services cannot be inventoried 
D)  Service delivery and customer satisfaction depend on employee and customer actions 
E)  All of the above are marketing implications resulting from the heterogeneity of services 
A)  Services cannot be returned or resold 
B)  Services cannot be patented 
C)  Services cannot be inventoried 
D)  Service delivery and customer satisfaction depend on employee and customer actions 
E)  All of the above are marketing implications resulting from the heterogeneity of services

Question 7

The seven elements of the marketing mix for services are product,promotion,place,price,process,progress and people.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is an example of the people element of an airline company's services marketing mix?

Accepted Answer

A)  Pilots 
B)  Baggage handlers 
C)  Customers 
D)  Flight attendants 
E)  All of the above 
A)  Pilots 
B)  Baggage handlers 
C)  Customers 
D)  Flight attendants 
E)  All of the above

Question 9

Which of the following statements about services is true?

Accepted Answer

A)  A service economy produces services at the expense of other sectors. 
B)  Service jobs are low paying and menial. 
C)  Service production is labor intensive and low in productivity. 
D)  Service is a necessary evil for manufacturing firms. 
E)  Marketing and managing services present issues and challenges not faced in manufacturing and packaged goods companies. 
A)  A service economy produces services at the expense of other sectors. 
B)  Service jobs are low paying and menial. 
C)  Service production is labor intensive and low in productivity. 
D)  Service is a necessary evil for manufacturing firms. 
E)  Marketing and managing services present issues and challenges not faced in manufacturing and packaged goods companies.

Question 10

The deregulation of industries has actually lessened the demand for services marketing skills.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is NOT an element of the traditional marketing mix?

Accepted Answer

A)  Production 
B)  Place 
C)  Product 
D)  Price 
E)  Promotion 
A)  Production 
B)  Place 
C)  Product 
D)  Price 
E)  Promotion

Question 12

The characteristic of a service that refers to differences in employees' performances is:

Accepted Answer

A)  Intangibility 
B)  Heterogeneity 
C)  Divisibility 
D)  Perishability 
E)  Simultaneous production and consumption 
A)  Intangibility 
B)  Heterogeneity 
C)  Divisibility 
D)  Perishability 
E)  Simultaneous production and consumption

Question 13

Yesterday,Mike went to the dentist for his 6-month check-up.Two weeks before he went to the dentist,he called the office to make an appointment.The day before his check-up,the office's receptionist called him to confirm his appointment.When Mike arrived at the office,he checked in with the receptionist and then waited in the waiting room for 15 minutes,reading a magazine,before being greeted by the dental hygienist,who escorted him to an examination room.The dentist entered the room,greeted Mike,examined Mike's teeth,took a set of x-rays and asked the dental hygienist to clean Mike's teeth.When his teeth were cleaned,the hygienist told Mike he should return in 6 months for another check-up.Mike experienced the _____ element of the dental office's services marketing mix.

Accepted Answer

A)  Product 
B)  Personalization 
C)  Process 
D)  Place 
E)  Physical evidence 
A)  Product 
B)  Personalization 
C)  Process 
D)  Place 
E)  Physical evidence

Question 14

In India weddings are timed to occur when Venus is in the ascendant and Jupiter is strong.This day is deemed lucky.In 2005,almost 15,000 couples in New Delhi had their wedding on December 25,the day astrologers announced would be the best day for a wedding.The service provided by the astrologers is an excellent illustration of the _____ of services.

Accepted Answer

A)  Intangibility 
B)  Comparability 
C)  Divisibility 
D)  Perishability 
E)  Compatibility 
A)  Intangibility 
B)  Comparability 
C)  Divisibility 
D)  Perishability 
E)  Compatibility

Question 15

How are customers and employees responding to the proliferation of technology-based services?

Accepted Answer

Technology is providing vehicles for del

Question 16

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services?

Accepted Answer

A)  Services cannot be returned or resold 
B)  Service quality depends on many uncontrollable factors 
C)  Employees affect the service outcome 
D)  Services cannot be readily displayed or communicated 
E)  There is no sure knowledge that the service delivered matches what was planned and promoted 
A)  Services cannot be returned or resold 
B)  Service quality depends on many uncontrollable factors 
C)  Employees affect the service outcome 
D)  Services cannot be readily displayed or communicated 
E)  There is no sure knowledge that the service delivered matches what was planned and promoted

Question 17

The Offshore Sailing School in Jersey City,New Jersey offers a basic sailing course,which takes place in three days over two weekends,for $495.Students enrolled in the course attend classroom sessions that cover the theory and technology of sailing and receive hands-on sailing instructions in the water that introduces them to all fundamental sailing skills.Student participation in the Offshore Sailing School's classroom sessions and hands-on sailing instructions illustrates the _____ characteristic of services.

Accepted Answer

A)  Versatility 
B)  Heterogeneity 
C)  Simultaneous production and consumption 
D)  Perishability 
E)  Intangibility 
A)  Versatility 
B)  Heterogeneity 
C)  Simultaneous production and consumption 
D)  Perishability 
E)  Intangibility

Question 18

The first time Alexis went to take golf lessons,she had a golf pro who was very patient with her and who was able to pinpoint what she was doing wrong without making her feel uncoordinated.Her second golf lesson was not nearly as helpful.The golf pro who gave the lesson wanted Alexis to watch what he was doing and imitate his swing.He was unable to verbalize his instructions.Alexis's experiences with the two golf instructors illustrates the _____ of service.

Accepted Answer

A)  Intangibility 
B)  Heterogeneity 
C)  Simultaneous production and consumption 
D)  Perishability 
E)  Divisibility 
A)  Intangibility 
B)  Heterogeneity 
C)  Simultaneous production and consumption 
D)  Perishability 
E)  Divisibility

Question 19

All businesses and organizations that operate on the Internet are essentially providing a service.

Accepted Answer

A) True 
 B)False

Question 20

An attorney who charges a client for a missed appointment is taking into account the _____ characteristic of services.

Accepted Answer

A)  Heterogeneity 
B)  Simultaneous production and consumption 
C)  Incomparability 
D)  Perishability 
E)  Intangibility 
A)  Heterogeneity 
B)  Simultaneous production and consumption 
C)  Incomparability 
D)  Perishability 
E)  Intangibility

A primary issue that marketers face in relation to service perishability is ensuring service quality over time.

The core offerings of hospitals,hotels,and banks are primarily deeds and performances and therefore,are _________________.

The characteristic of a service that means that it cannot be seen,felt,tasted or touched is:

Which of the following is a marketing implication that results from the heterogeneity of services?

The seven elements of the marketing mix for services are product,promotion,place,price,process,progress and people.

Which of the following is an example of the people element of an airline company's services marketing mix?

Which of the following statements about services is true?

The deregulation of industries has actually lessened the demand for services marketing skills.

Which of the following is NOT an element of the traditional marketing mix?

The characteristic of a service that refers to differences in employees' performances is:

How are customers and employees responding to the proliferation of technology-based services?

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services?

All businesses and organizations that operate on the Internet are essentially providing a service.

An attorney who charges a client for a missed appointment is taking into account the _____ characteristic of services.

Conceptual Framework of the Book: The GAPS Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 1: Introduction to Services

A primary issue that marketers face in relation to service perishability is ensuring service quality over time.

The core offerings of hospitals,hotels,and banks are primarily deeds and performances and therefore,are _________________.

The characteristic of a service that means that it cannot be seen,felt,tasted or touched is:

Which of the following is a marketing implication that results from the heterogeneity of services?

The seven elements of the marketing mix for services are product,promotion,place,price,process,progress and people.

Which of the following is an example of the people element of an airline company's services marketing mix?

Which of the following statements about services is true?

The deregulation of industries has actually lessened the demand for services marketing skills.

Which of the following is NOT an element of the traditional marketing mix?

The characteristic of a service that refers to differences in employees' performances is:

How are customers and employees responding to the proliferation of technology-based services?

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services?

All businesses and organizations that operate on the Internet are essentially providing a service.

An attorney who charges a client for a missed appointment is taking into account the _____ characteristic of services.

Conceptual Framework of the Book: The GAPS Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters