Question 1

One of the strategies of a service company is to take its intangible service and make it __________.

Accepted Answer

A) More tangible 
B) More like other companies in the industry 
C) Less understandable 
D) Look like a brand that people like 
E) All of these 
A) More tangible 
B) More like other companies in the industry 
C) Less understandable 
D) Look like a brand that people like 
E) All of these

Question 2

There is a debate among professors in educational services on whether students are "customers" or products that need to be branded.

Accepted Answer

A) True 
 B)False

Question 3

It is said that customers do not buy goods or services: They buy _______.

Accepted Answer

A) Products that come with some services 
B) Offerings that render services that create value 
C) Services that come in a variety of sizes and shapes 
D) Technology that is a service orientation 
E) All of these 
A) Products that come with some services 
B) Offerings that render services that create value 
C) Services that come in a variety of sizes and shapes 
D) Technology that is a service orientation 
E) All of these

Question 4

When a customer cannot make a reasonable evaluation of the quality of a service even after use,it is said that the service possesses ______________ attributes.

Accepted Answer

A) Experience 
B) Credence 
C) Search 
D) Focused 
E) None of these 
A) Experience 
B) Credence 
C) Search 
D) Focused 
E) None of these

Question 5

In today's workplace everyone is involved in service in some way; everyone has customers either outside or inside the firm,or both.

Accepted Answer

A) True 
 B)False

Question 6

When discussing service quality,tangibles refer to _________.

Accepted Answer

A) The elements of communication that differentiate one service firm from another 
B) The handsomeness and/or beauty of the employees 
C) The combination of price and quality of the service 
D) The physical evidence of a service or observable aspects 
E) None of these 
A) The elements of communication that differentiate one service firm from another 
B) The handsomeness and/or beauty of the employees 
C) The combination of price and quality of the service 
D) The physical evidence of a service or observable aspects 
E) None of these

Question 7

In the service-profit chain,customer satisfaction leads to customer ___________ that carries with it retention,repeat business,and referral business.

Accepted Answer

A) Feedback 
B) Profundity 
C) Legality 
D) Ethics 
E) Loyalty 
A) Feedback 
B) Profundity 
C) Legality 
D) Ethics 
E) Loyalty

Question 8

Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm,_______________.

Accepted Answer

A) Customer loyalty tends to be less than for products 
B) Customer loyalty tends to be greater for services than for products 
C) Customer loyalty is the same between services and products 
D) Customer loyalty is an upward sloping curve that accelerates as it hits the zone of indifference 
E) None of these 
A) Customer loyalty tends to be less than for products 
B) Customer loyalty tends to be greater for services than for products 
C) Customer loyalty is the same between services and products 
D) Customer loyalty is an upward sloping curve that accelerates as it hits the zone of indifference 
E) None of these

Question 9

Perishability of a service means that ________.

Accepted Answer

A) A service can spoil if it is not used in a particular period of time 
B) A service cannot be stored or saved up for future use 
C) A service is sensitive to the day of the week, month, and year 
D) A service must be handled and stored with care 
E) None of these 
A) A service can spoil if it is not used in a particular period of time 
B) A service cannot be stored or saved up for future use 
C) A service is sensitive to the day of the week, month, and year 
D) A service must be handled and stored with care 
E) None of these

Question 10

External service value does not lead to _______________.

Accepted Answer

A) Customer satisfaction 
B) Internal service quality 
C) Customer loyalty 
D) Revenue growth 
E) None of these 
A) Customer satisfaction 
B) Internal service quality 
C) Customer loyalty 
D) Revenue growth 
E) None of these

Question 11

Caesars Entertainment points with pride to the fact that everyone in the firm understands and can articulate its branding and values.This would be an indication that Caesars is devoted to __________.

Accepted Answer

A) Self-actualization for management 
B) Work-focused training for valued employees 
C) Internal marketing to achieve the goals in the service-profit chain 
D) Internal marketing to achieve the goals of stress-relief ergonomics 
E) All of these 
A) Self-actualization for management 
B) Work-focused training for valued employees 
C) Internal marketing to achieve the goals in the service-profit chain 
D) Internal marketing to achieve the goals of stress-relief ergonomics 
E) All of these

Question 12

There is a big debate that today we operate in an economy that is increasingly focused on intangible offerings-services-instead of just physical goods.

Accepted Answer

A) True 
 B)False

Question 13

When someone buys a car insurance policy,he or she buys _______.

Accepted Answer

A) The written policy that comes from the agent 
B) The office staff, agent, and brand of the insurance company 
C) The promise that if something happens to the car, the insurance company will fix it or replace it 
D) The agreement to be there at the site of the accident 
E) None of these 
A) The written policy that comes from the agent 
B) The office staff, agent, and brand of the insurance company 
C) The promise that if something happens to the car, the insurance company will fix it or replace it 
D) The agreement to be there at the site of the accident 
E) None of these

Question 14

Treating employees as customers and developing systems and benefits that satisfy their needs is called ________.

Accepted Answer

A) Marketing for profit 
B) Internal consistency 
C) Market orientation 
D) Internal marketing 
E) All of these 
A) Marketing for profit 
B) Internal consistency 
C) Market orientation 
D) Internal marketing 
E) All of these

Question 15

One way to make a service more tangible is to have customers ______.

Accepted Answer

A) Read about it on a website 
B) Experience the service through a trial period of time 
C) Receive a brochure that highlights the advantages and disadvantages of the service 
D) Google the service and see who provides the services in their area 
E) None of these 
A) Read about it on a website 
B) Experience the service through a trial period of time 
C) Receive a brochure that highlights the advantages and disadvantages of the service 
D) Google the service and see who provides the services in their area 
E) None of these

Question 16

Those who are higher satisfied and fiercely loyal are called _______________.

Accepted Answer

A) Responsive customers 
B) Terrorists 
C) Violators 
D) Apostles 
E) Pioneers 
A) Responsive customers 
B) Terrorists 
C) Violators 
D) Apostles 
E) Pioneers

Question 17

Trust in the ability of a service provider to do a difficult job is called reliability.

Accepted Answer

A) True 
 B)False

Question 18

It is said that services are _________ rather than produced.

Accepted Answer

A) Separable 
B) Intangible 
C) Performed 
D) Rationed 
E) All of these 
A) Separable 
B) Intangible 
C) Performed 
D) Rationed 
E) All of these

Question 19

One of the central concepts of the service-profit chain is to _______.

Accepted Answer

A) Have all members of the firm memorize the mission of the firm and be able to recite it from memory 
B) Create an environment in which all employees can be successful 
C) Allow employees to play computer games at their work station when they are tired 
D) Create elements of change within people to do things above what their capabilities are 
E) None of these 
A) Have all members of the firm memorize the mission of the firm and be able to recite it from memory 
B) Create an environment in which all employees can be successful 
C) Allow employees to play computer games at their work station when they are tired 
D) Create elements of change within people to do things above what their capabilities are 
E) None of these

Question 20

The percentage of jobs in the United States that are service-related equal about __________.

Accepted Answer

A) 20 percent of all jobs 
B) 40 percent of all jobs 
C) 60 percent of all jobs 
D) 80 percent of all jobs 
E) 100 percent of all jobs 
A) 20 percent of all jobs 
B) 40 percent of all jobs 
C) 60 percent of all jobs 
D) 80 percent of all jobs 
E) 100 percent of all jobs

One of the strategies of a service company is to take its intangible service and make it __________.

There is a debate among professors in educational services on whether students are "customers" or products that need to be branded.

It is said that customers do not buy goods or services: They buy _______.

When a customer cannot make a reasonable evaluation of the quality of a service even after use,it is said that the service possesses ______________ attributes.

In today's workplace everyone is involved in service in some way; everyone has customers either outside or inside the firm,or both.

When discussing service quality,tangibles refer to _________.

In the service-profit chain,customer satisfaction leads to customer ___________ that carries with it retention,repeat business,and referral business.

Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm,_______________.

Perishability of a service means that ________.

External service value does not lead to _______________.

Caesars Entertainment points with pride to the fact that everyone in the firm understands and can articulate its branding and values.This would be an indication that Caesars is devoted to __________.

There is a big debate that today we operate in an economy that is increasingly focused on intangible offerings-services-instead of just physical goods.

When someone buys a car insurance policy,he or she buys _______.

Treating employees as customers and developing systems and benefits that satisfy their needs is called ________.

One way to make a service more tangible is to have customers ______.

Those who are higher satisfied and fiercely loyal are called _______________.

Trust in the ability of a service provider to do a difficult job is called reliability.

It is said that services are _________ rather than produced.

One of the central concepts of the service-profit chain is to _______.

The percentage of jobs in the United States that are service-related equal about __________.

Marketing in Todays Business Milieu

Elements of Marketing Strategy,Planning,and Competition

Manage Marketing Information

Understand Business-To-Consumer Markets

Understand Business-To-Business Markets

Segmentation, target Marketing, Positioning, and CRM

Product Strategy and New-Product Development

Build the Brand

Manage Pricing Decisions

Manage Marketing Channels and Points of Customer Interface

Promotional Strategy and New Media

Advertising, sales Promotion, and Public Relations

Personal Selling and Direct Marketing

Understand the Global Marketplace: Marketing Without Borders

The Marketing Dashboard: Metrics for Measuring Marketing Performance

Filters

Exam 9: Service As the Core Offering

One of the strategies of a service company is to take its intangible service and make it __________.

There is a debate among professors in educational services on whether students are "customers" or products that need to be branded.

It is said that customers do not buy goods or services: They buy _______.

When a customer cannot make a reasonable evaluation of the quality of a service even after use,it is said that the service possesses ______________ attributes.

In today's workplace everyone is involved in service in some way; everyone has customers either outside or inside the firm,or both.

When discussing service quality,tangibles refer to _________.

In the service-profit chain,customer satisfaction leads to customer ___________ that carries with it retention,repeat business,and referral business.

Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm,_______________.

Perishability of a service means that ________.

External service value does not lead to _______________.

Caesars Entertainment points with pride to the fact that everyone in the firm understands and can articulate its branding and values.This would be an indication that Caesars is devoted to __________.

There is a big debate that today we operate in an economy that is increasingly focused on intangible offerings-services-instead of just physical goods.

When someone buys a car insurance policy,he or she buys _______.

Treating employees as customers and developing systems and benefits that satisfy their needs is called ________.

One way to make a service more tangible is to have customers ______.

Those who are higher satisfied and fiercely loyal are called _______________.

Trust in the ability of a service provider to do a difficult job is called reliability.

It is said that services are _________ rather than produced.

One of the central concepts of the service-profit chain is to _______.

The percentage of jobs in the United States that are service-related equal about __________.

Marketing in Todays Business Milieu

Elements of Marketing Strategy,Planning,and Competition

Manage Marketing Information

Understand Business-To-Consumer Markets

Understand Business-To-Business Markets

Segmentation, target Marketing, Positioning, and CRM

Product Strategy and New-Product Development

Build the Brand

Manage Pricing Decisions

Manage Marketing Channels and Points of Customer Interface

Promotional Strategy and New Media

Advertising, sales Promotion, and Public Relations

Personal Selling and Direct Marketing

Understand the Global Marketplace: Marketing Without Borders

The Marketing Dashboard: Metrics for Measuring Marketing Performance

Filters