Question 1

In most highly developed nations, services account for between three-fifths and four-fifths of the GDP.

Accepted Answer

A) True 
 B)False  True

Question 2

Customers being turned away or having to wait is an implication of which aspect of services?

Accepted Answer

A)  People may be a part of the service experience. 
B)  Intangible elements usually dominate value creation. 
C)  Services are often difficult to visualize and understand. 
D)  Customers may be involved in co-production. 
E)  Most services cannot be inventoried. 
A)  People may be a part of the service experience. 
B)  Intangible elements usually dominate value creation. 
C)  Services are often difficult to visualize and understand. 
D)  Customers may be involved in co-production. 
E)  Most services cannot be inventoried. E

Question 3

Define services.

Accepted Answer

Services are economic activities offered by one party to another. Often time-based performances are used to bring about desired results in recipients themselves or in objects or other assets for which purchasers have responsibility. In exchange for their money, time and effort, customers expect to obtain value from access to good, labor, professional skills, facilities, networks and systems. However, they do not normally take ownership of any of the physical elements involved.

Question 4

Less than 15 percent of service jobs around the world are carried out remotely.

Accepted Answer

A) True 
 B)False

Question 5

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Accepted Answer

A) True 
 B)False

Question 6

Service firms have reservations systems because.

Accepted Answer

A)  intangible elements usually dominate value creation. 
B)  most service products cannot e inventoried. 
C)  distribution may take place through non-physical channels 
D)  customers may be involved in co-production 
E)  all of the above 
A)  intangible elements usually dominate value creation. 
B)  most service products cannot e inventoried. 
C)  distribution may take place through non-physical channels 
D)  customers may be involved in co-production 
E)  all of the above

Question 7

Describe the seven Ps of service that would be involved in a banking service.

Accepted Answer

Product elements of banking would includ

Question 8

What are the five broad categories within the non-ownership framework?

Accepted Answer

Rented goods, defined space an

Question 9

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

Accepted Answer

Low-tailor

Question 10

The following are all business trends transforming service markets except ____________.

Accepted Answer

A)  push to increase shareholder value 
B)  growth of franchising 
C)  new agreements on trade in services 
D)  marketing emphasis by non-profit organizations 
E)  focus on quality and customer satisfaction 
A)  push to increase shareholder value 
B)  growth of franchising 
C)  new agreements on trade in services 
D)  marketing emphasis by non-profit organizations 
E)  focus on quality and customer satisfaction

Question 11

Online educational programs offered by the University of Phoenix are an example of _____________.

Accepted Answer

A)  revolutionary products/services 
B)  collective products/services 
C)  additional services 
D)  supplementary services 
E)  core products/services 
A)  revolutionary products/services 
B)  collective products/services 
C)  additional services 
D)  supplementary services 
E)  core products/services

Question 12

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

Accepted Answer

Theme parks are a good example of custom

Question 13

Marketers should not attempt to shape customer roles and behaviors.

Accepted Answer

A) True 
 B)False

Question 14

Give an example of a government policy that has stimulated the transformation of a service industry.

Accepted Answer

Deregulation of the telecommun

Question 15

Which of the following is the best example of a supplementary service?

Accepted Answer

A)  Appliance maintenance 
B)  Hotel room rental 
C)  Fast food consumption 
D)  House cleaning 
E)  Landscaping 
A)  Appliance maintenance 
B)  Hotel room rental 
C)  Fast food consumption 
D)  House cleaning 
E)  Landscaping

Question 16

Systems and networks access and usage is an example of the ownership of services.

Accepted Answer

A) True 
 B)False

Question 17

The Internet is transferring power from suppliers to customers, especially in consumer markets.

Accepted Answer

A) True 
 B)False

Question 18

What are the eight common differences between products and services?

Accepted Answer

1) Most service products cannot be inven

Question 19

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Accepted Answer

The travel

Question 20

Give an example of a service that offers access to physical environments as a form of rental.

Accepted Answer

Museums, theme parks

In most highly developed nations, services account for between three-fifths and four-fifths of the GDP.

Customers being turned away or having to wait is an implication of which aspect of services?

Define services.

Less than 15 percent of service jobs around the world are carried out remotely.

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Service firms have reservations systems because.

Describe the seven Ps of service that would be involved in a banking service.

What are the five broad categories within the non-ownership framework?

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

The following are all business trends transforming service markets except ____________.

Online educational programs offered by the University of Phoenix are an example of _____________.

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

Marketers should not attempt to shape customer roles and behaviors.

Give an example of a government policy that has stimulated the transformation of a service industry.

Which of the following is the best example of a supplementary service?

Systems and networks access and usage is an example of the ownership of services.

The Internet is transferring power from suppliers to customers, especially in consumer markets.

What are the eight common differences between products and services?

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Give an example of a service that offers access to physical environments as a form of rental.

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing and Managing Service Processes

Balancing Demand Against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Organizing for Change Management and Service Leadership

Filters

Exam 1: Introduction to Services Marketing

In most highly developed nations, services account for between three-fifths and four-fifths of the GDP.

Customers being turned away or having to wait is an implication of which aspect of services?

Define services.

Less than 15 percent of service jobs around the world are carried out remotely.

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Service firms have reservations systems because.

Describe the seven Ps of service that would be involved in a banking service.

What are the five broad categories within the non-ownership framework?

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

The following are all business trends transforming service markets except ____________.

Online educational programs offered by the University of Phoenix are an example of _____________.

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

Marketers should not attempt to shape customer roles and behaviors.

Give an example of a government policy that has stimulated the transformation of a service industry.

Which of the following is the best example of a supplementary service?

Systems and networks access and usage is an example of the ownership of services.

The Internet is transferring power from suppliers to customers, especially in consumer markets.

What are the eight common differences between products and services?

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Give an example of a service that offers access to physical environments as a form of rental.

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing and Managing Service Processes

Balancing Demand Against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Organizing for Change Management and Service Leadership

Filters