Question 1

Which elements of the services marketing mix are influenced by the techniques used to recruit and train new employees as telemarketers?

Accepted Answer

The answer of Which elements of the services marketing mix...

Question 2

Due to the _____ characteristic of services,customers will frequently interact with each other during the service production process and may affect each other's experiences.

Accepted Answer

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

Question 3

Historically,the Japanese have had poor dental care.As part of their beauty regimen,the Japanese do have a habit of lightening and whitening their skin.Teethart has developed "tooth manicure" salons,which allow Japanese to match their teeth coloration to their skin.A personalized whitening mouthpiece is developed for each patient.The mouthpiece is placed around the teeth and a cleaning solution is added.The patient listens to soothing music and sits in a comfortable chair while his or her teeth are whitened.Monthly treatments in this spa-like environment reflect the _____ element of Teethart's service mix.

Accepted Answer

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

Question 4

Salt,bricks and paper clips are three examples of tangible dominant products.

Accepted Answer

A) True 
 B)False

Question 5

In the simplest terms,_____ are deeds,processes,and performances.

Accepted Answer

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

Question 6

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Accepted Answer

A)  Increasing use of technology is perceived by many customers as less service because there is no human interaction 
B)  Companies provide unclear tactics for customers to follow when dealing with service providers 
C)  Delivering consistent,high-quality service becomes routine 
D)  Customers have no concept of what conditions produce to quality service 
E)  Too many talented employees are left mired in front-end jobs that do not challenge them 
A)  Increasing use of technology is perceived by many customers as less service because there is no human interaction 
B)  Companies provide unclear tactics for customers to follow when dealing with service providers 
C)  Delivering consistent,high-quality service becomes routine 
D)  Customers have no concept of what conditions produce to quality service 
E)  Too many talented employees are left mired in front-end jobs that do not challenge them

Question 7

Which of the following is an example of a tangible component provided by a hotel?

Accepted Answer

A)  Wake-up call 
B)  Guest rooms 
C)  Room service 
D)  Express check-out 
E)  Guaranteed reservations 
A)  Wake-up call 
B)  Guest rooms 
C)  Room service 
D)  Express check-out 
E)  Guaranteed reservations

Question 8

What do tax preparation services,law offices,dental practices and architects have in common?

Accepted Answer

They are all industr

Question 9

Because of the _____ of services,service producers find themselves playing a role as part of the product itself and an essential ingredient in the service experience for the consumer.

Accepted Answer

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

Question 10

When Alicia and Jordan dined at Formia Ristorante,a contemporary Italian restaurant in New Jersey,they both enjoyed Formia's coy,smart and embracing atmosphere.Formia creates this atmosphere with a single large dining room that measures 20 by 60 feet and contains 14 roomy tables.Ceiling fans slowly swirl as candlelight dances across the tables that are attentively cared for by servers.Vertical pink and white florid patterns emerge from old wainscoting.Finally,Formia's two-page menu offers guests a range of pasta,chicken,veal and seafood entrees,in addition to nightly specials that are handwritten and presented on large index cards.Alicia and Jordan experienced the _____ element of Formia Ristorante's services marketing mix.

Accepted Answer

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

Question 11

Which of the following products is LEAST high in experience qualities?

Accepted Answer

A)  Plastic surgery 
B)  A prom band 
C)  Catered banquet 
D)  Wedding dress 
E)  Pet grooming 
A)  Plastic surgery 
B)  A prom band 
C)  Catered banquet 
D)  Wedding dress 
E)  Pet grooming

Question 12

_____ refers to the fact that services cannot be saved,stored,resold or returned.

Accepted Answer

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

Question 13

According to the concept of derived services,the value derived from physical goods is really the service provided by the good,not the good itself.

Accepted Answer

A) True 
 B)False

Question 14

What does it mean when someone says,"The Internet is a service?"

Accepted Answer

All businesses and organizations that op

Question 15

Which of the following is NOT an example of a service business?

Accepted Answer

A)  Amusement park 
B)  Hotel 
C)  Bank 
D)  Department store 
E)  Paper mill 
A)  Amusement park 
B)  Hotel 
C)  Bank 
D)  Department store 
E)  Paper mill

Question 16

Which of the following statements describes a marketing implication that results from the intangibility of services?

Accepted Answer

A)  Services cannot be inventoried. 
B)  Services cannot be easily patented. 
C)  Services cannot be readily displayed. 
D)  The actual costs of a "unit of service" are hard to determine. 
E)  All of the above. 
A)  Services cannot be inventoried. 
B)  Services cannot be easily patented. 
C)  Services cannot be readily displayed. 
D)  The actual costs of a "unit of service" are hard to determine. 
E)  All of the above.

Question 17

Luke Roche has developed a great new massage therapy that can completely alleviate the pain produced by the typical migraine headache.He wants to patent his massages.What is wrong with this plan?

Accepted Answer

A massage is a servi

Question 18

Pricing is easier when marketing services than when marketing goods.

Accepted Answer

A) True 
 B)False

Question 19

For their wedding anniversary,Beth and Rick wanted to go skydiving.They enrolled in a skydiving class at the local airport at a cost of $260.After a 30-minute training course in which everything that was going to happen to them was carefully explained,Beth and Rick were sent up in an airplane with two skydiving experts.Each was placed in a harness arrangement with one of the experts and did what is called a tandem dive.With a tandem dive,Beth and Rick get to enjoy the experience without having to worry about when to open the parachute.The skydiving expert does that for them.This tandem jump 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 20

Briefly explain why it is difficult to mass produce a service.

Accepted Answer

Services are typical

Which elements of the services marketing mix are influenced by the techniques used to recruit and train new employees as telemarketers?

Due to the _____ characteristic of services,customers will frequently interact with each other during the service production process and may affect each other's experiences.

Salt,bricks and paper clips are three examples of tangible dominant products.

In the simplest terms,_____ are deeds,processes,and performances.

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Which of the following is an example of a tangible component provided by a hotel?

What do tax preparation services,law offices,dental practices and architects have in common?

Because of the _____ of services,service producers find themselves playing a role as part of the product itself and an essential ingredient in the service experience for the consumer.

Which of the following products is LEAST high in experience qualities?

_____ refers to the fact that services cannot be saved,stored,resold or returned.

According to the concept of derived services,the value derived from physical goods is really the service provided by the good,not the good itself.

What does it mean when someone says,"The Internet is a service?"

Which of the following is NOT an example of a service business?

Which of the following statements describes a marketing implication that results from the intangibility of services?

Luke Roche has developed a great new massage therapy that can completely alleviate the pain produced by the typical migraine headache.He wants to patent his massages.What is wrong with this plan?

Pricing is easier when marketing services than when marketing goods.

Briefly explain why it is difficult to mass produce a service.

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

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Exam 1: Introduction to Services

Which elements of the services marketing mix are influenced by the techniques used to recruit and train new employees as telemarketers?

Due to the _____ characteristic of services,customers will frequently interact with each other during the service production process and may affect each other's experiences.

Salt,bricks and paper clips are three examples of tangible dominant products.

In the simplest terms,_____ are deeds,processes,and performances.

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Which of the following is an example of a tangible component provided by a hotel?

What do tax preparation services,law offices,dental practices and architects have in common?

Because of the _____ of services,service producers find themselves playing a role as part of the product itself and an essential ingredient in the service experience for the consumer.

Which of the following products is LEAST high in experience qualities?

_____ refers to the fact that services cannot be saved,stored,resold or returned.

According to the concept of derived services,the value derived from physical goods is really the service provided by the good,not the good itself.

What does it mean when someone says,"The Internet is a service?"

Which of the following is NOT an example of a service business?

Which of the following statements describes a marketing implication that results from the intangibility of services?

Luke Roche has developed a great new massage therapy that can completely alleviate the pain produced by the typical migraine headache.He wants to patent his massages.What is wrong with this plan?

Pricing is easier when marketing services than when marketing goods.

Briefly explain why it is difficult to mass produce a service.

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