Question 1

Physical evidence, process and place are part of the extended marketing mix for services.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is not a condition suggesting the use of relationship marketing activities?

Accepted Answer

A) There is an ongoing desire for the service by the customer 
B) The customer controls the selection of the service provider 
C) The customer has alternatives from which to choose 
D) All of the above are conditions suggesting the use of relationship marketing activities 
A) There is an ongoing desire for the service by the customer 
B) The customer controls the selection of the service provider 
C) The customer has alternatives from which to choose 
D) All of the above are conditions suggesting the use of relationship marketing activities

Question 3

Consumers may stay loyal to an organization for reasons of inertia rather than true loyalty.

Accepted Answer

A) True 
 B)False

Question 4

Because of service variability high productivity can be difficult to achieve.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following methods helps tackle the problem of service variability?

Accepted Answer

A) Service mapping is a method of tackling the variability problem 
B) Service recovery is a method of tackling the variability problem 
C) Service standardization is a method of tackling the variability problem 
D) None of the above are methods of tackling the variability problem 
A) Service mapping is a method of tackling the variability problem 
B) Service recovery is a method of tackling the variability problem 
C) Service standardization is a method of tackling the variability problem 
D) None of the above are methods of tackling the variability problem

Question 6

The ideal experiential marketing effort is one that _______.

Accepted Answer

A) is an ownable experience 
B) is a sensory brand experience 
C) makes customers feel like the product or service is theirs 
D) is all of the above 
A) is an ownable experience 
B) is a sensory brand experience 
C) makes customers feel like the product or service is theirs 
D) is all of the above

Question 7

What is meant by the term "service efficiency"?

Accepted Answer

A) Service quality 
B) Service productivity 
C) Servicescape 
D) Service branding 
A) Service quality 
B) Service productivity 
C) Servicescape 
D) Service branding

Question 8

Serving more people with the same number of staff input will:

Accepted Answer

A) Increase productivity 
B) Reduce efficiency 
C) Reduce productivity 
D) None of the above 
A) Increase productivity 
B) Reduce efficiency 
C) Reduce productivity 
D) None of the above

Question 9

Which of the following best describes a level two customer bond?

Accepted Answer

A) At this level, the bond is primarily through financial incentives 
B) At this level, the bond is through financial and social incentives 
C) At this level, the bond is through financial, social and structural bonds 
D) None of the above 
A) At this level, the bond is primarily through financial incentives 
B) At this level, the bond is through financial and social incentives 
C) At this level, the bond is through financial, social and structural bonds 
D) None of the above

Question 10

Which of the following is a barrier to the matching of expected and perceived service levels?

Accepted Answer

A) Conceptions 
B) Exaggerated promises 
C) Adequate delivery 
D) None of the above 
A) Conceptions 
B) Exaggerated promises 
C) Adequate delivery 
D) None of the above

Question 11

Which of the following is not a barrier to the matching of expected and perceived service levels?

Accepted Answer

A) Misconceptions 
B) Resource surplus 
C) Inadequate delivery 
D) Exaggerated promises 
A) Misconceptions 
B) Resource surplus 
C) Inadequate delivery 
D) Exaggerated promises

Question 12

Which of the following best describes a level three customer bond?

Accepted Answer

A) At this level, the bond is primarily through financial incentives 
B) At this level, the bond is through financial and social incentives 
C) At this level, the bond is through financial, social and structural bonds 
D) None of the above 
A) At this level, the bond is primarily through financial incentives 
B) At this level, the bond is through financial and social incentives 
C) At this level, the bond is through financial, social and structural bonds 
D) None of the above

Question 13

Customers look for clues to the likely quality of a service by inspecting the tangible evidence, also known as the _______.

Accepted Answer

A) servicescape 
B) servicescope 
C) servicemap 
D) servicecode 
A) servicescape 
B) servicescope 
C) servicemap 
D) servicecode

Question 14

Which of the following explains why there may be a gap between service delivery and company communications with customers?

Accepted Answer

A) Lack of marketing research 
B) Exaggerated customer promises 
C) All of the above 
D) None of the above 
A) Lack of marketing research 
B) Exaggerated customer promises 
C) All of the above 
D) None of the above

Question 15

Non-profit organizations need to satisfy the needs of both donors and clients. Their donors may be individuals, companies or _______.

Accepted Answer

A) patients 
B) audiences 
C) government bodies 
D) beneficiaries 
A) patients 
B) audiences 
C) government bodies 
D) beneficiaries

Question 16

Public sector non-profit organizations are subject to considerable public scrutiny, due to the fact that they are publicly funded from ________.

Accepted Answer

A) taxes 
B) rates 
C) GDP 
D) inflation 
A) taxes 
B) rates 
C) GDP 
D) inflation

Question 17

Some non-profit organizations see their role as not only meeting the current needs of their customers, but also educating them in terms of _______.

Accepted Answer

A) new ideas and issues 
B) cultural developments 
C) social awareness 
D) all of these issues 
A) new ideas and issues 
B) cultural developments 
C) social awareness 
D) all of these issues

Question 18

Staff appearance, décor and layout refer to which of the following dimensions of service quality?

Accepted Answer

A) Access 
B) Credibility 
C) Tangibles 
D) Courtesy 
A) Access 
B) Credibility 
C) Tangibles 
D) Courtesy

Question 19

The procedures, mechanisms and flow of activities by which a service is acquired, is known as:

Accepted Answer

A) People 
B) Physical evidence 
C) Process 
D) Place 
A) People 
B) Physical evidence 
C) Process 
D) Place

Question 20

The ability to provide the service dependably and consistently refers to which of the following dimensions of service quality?

Accepted Answer

A) Tangibles 
B) Reliability 
C) Access 
D) Courtesy 
A) Tangibles 
B) Reliability 
C) Access 
D) Courtesy

Physical evidence, process and place are part of the extended marketing mix for services.

Which of the following is not a condition suggesting the use of relationship marketing activities?

Consumers may stay loyal to an organization for reasons of inertia rather than true loyalty.

Because of service variability high productivity can be difficult to achieve.

Which of the following methods helps tackle the problem of service variability?

The ideal experiential marketing effort is one that _______.

What is meant by the term "service efficiency"?

Serving more people with the same number of staff input will:

Which of the following best describes a level two customer bond?

Which of the following is a barrier to the matching of expected and perceived service levels?

Which of the following is not a barrier to the matching of expected and perceived service levels?

Which of the following best describes a level three customer bond?

Customers look for clues to the likely quality of a service by inspecting the tangible evidence, also known as the _______.

Which of the following explains why there may be a gap between service delivery and company communications with customers?

Non-profit organizations need to satisfy the needs of both donors and clients. Their donors may be individuals, companies or _______.

Public sector non-profit organizations are subject to considerable public scrutiny, due to the fact that they are publicly funded from ________.

Some non-profit organizations see their role as not only meeting the current needs of their customers, but also educating them in terms of _______.

Staff appearance, décor and layout refer to which of the following dimensions of service quality?

The procedures, mechanisms and flow of activities by which a service is acquired, is known as:

The ability to provide the service dependably and consistently refers to which of the following dimensions of service quality?

The Nature of Marketing

The Global Marketing Environment

Understanding Customer Behaviour

Marketing Research and Customer Insights

Market Segmentation, Targeting and Positioning

Value Through Products and Brands

Value Through Pricing

Distribution: Delivering Customer Value

Integrated Marketing Communications 1: Mass Communications Techniques

Integrated Marketing Communications 2: Direct Communications Techniques

Digital Marketing

Filters

Exam 7: Value Through Services, Relationships and Experiences

Physical evidence, process and place are part of the extended marketing mix for services.

Which of the following is not a condition suggesting the use of relationship marketing activities?

Consumers may stay loyal to an organization for reasons of inertia rather than true loyalty.

Because of service variability high productivity can be difficult to achieve.

Which of the following methods helps tackle the problem of service variability?

The ideal experiential marketing effort is one that _______.

What is meant by the term "service efficiency"?

Serving more people with the same number of staff input will:

Which of the following best describes a level two customer bond?

Which of the following is a barrier to the matching of expected and perceived service levels?

Which of the following is not a barrier to the matching of expected and perceived service levels?

Which of the following best describes a level three customer bond?

Customers look for clues to the likely quality of a service by inspecting the tangible evidence, also known as the _______.

Which of the following explains why there may be a gap between service delivery and company communications with customers?

Non-profit organizations need to satisfy the needs of both donors and clients. Their donors may be individuals, companies or _______.

Public sector non-profit organizations are subject to considerable public scrutiny, due to the fact that they are publicly funded from ________.

Some non-profit organizations see their role as not only meeting the current needs of their customers, but also educating them in terms of _______.

Staff appearance, décor and layout refer to which of the following dimensions of service quality?

The procedures, mechanisms and flow of activities by which a service is acquired, is known as:

The ability to provide the service dependably and consistently refers to which of the following dimensions of service quality?

The Nature of Marketing

The Global Marketing Environment

Understanding Customer Behaviour

Marketing Research and Customer Insights

Market Segmentation, Targeting and Positioning

Value Through Products and Brands

Value Through Pricing

Distribution: Delivering Customer Value

Integrated Marketing Communications 1: Mass Communications Techniques

Integrated Marketing Communications 2: Direct Communications Techniques

Digital Marketing

Filters