Question 1

Education is an example of a/an _____________ service.

Accepted Answer

A) people-processing 
B) information processing 
C) mental stimulus processing 
D) possession-processing 
E) physical processing 
A) people-processing 
B) information processing 
C) mental stimulus processing 
D) possession-processing 
E) physical processing C

Question 2

Service markets are shaped by all of the following except ____________.

Accepted Answer

A) government policies 
B) social changes 
C) global economic change 
D) business trends 
E) advances in information technology 
A) government policies 
B) social changes 
C) global economic change 
D) business trends 
E) advances in information technology C

Question 3

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 customer co-production services.Implications include customers having to visit the facility and participate in rides,shows,and other activities to benefit from the service.Picking the wrong ride at the wrong time may cause the customer to wait in a long line and decrease the value of their service experience.Marketing-related tasks include developing user-friendly equipment and facilities and training customers to perform effectively.For example,theme parks can provide schedules and maps to assist customers in making better and more efficient plans.

Question 4

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

Accepted Answer

Product elements of banking would includ

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

Other customers typically do not impact the satisfaction of other consumers in service settings.

Accepted Answer

A) True 
 B)False

Question 7

Time is of great importance in services so operations managers have to be concerned about minimizing customer waiting time.

Accepted Answer

A) True 
 B)False

Question 8

What are the eight common differences between products and services?

Accepted Answer

1)Most service products cannot be invent

Question 9

A useful way to distinguish between goods and services is to place them on a continuum from ____________ to ____________.

Accepted Answer

A) practical; impractical 
B) tangible-dominant; intangible-dominant 
C) low; high 
D) reliable; unreliable 
E) prepared; unprepared 
A) practical; impractical 
B) tangible-dominant; intangible-dominant 
C) low; high 
D) reliable; unreliable 
E) prepared; unprepared

Question 10

How can firm develop effective marketing strategies?

Accepted Answer

Firms need to start first understanding

Question 11

The three broad categories of things processed in services are ____________,____________,and ____________.

Accepted Answer

A) people; physical objects; data 
B) people; organizations; documents 
C) people; data; projects 
D) physical objects; data; documents 
E) physical objects; organizations 
A) people; physical objects; data 
B) people; organizations; documents 
C) people; data; projects 
D) physical objects; data; documents 
E) physical objects; organizations

Question 12

Define services.

Accepted Answer

Services are economic activities offered

Question 13

When migrants from developing countries move back to their own countries after living and working abroad in developed countries,there will be a vacuum in the employment market of developing economies.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is an example of co-production?

Accepted Answer

A) Withdrawing from an ATM. 
B) Eating fast food. 
C) Touring an aquarium. 
D) Buying a stereo. 
E) Selling items on eBay. 
A) Withdrawing from an ATM. 
B) Eating fast food. 
C) Touring an aquarium. 
D) Buying a stereo. 
E) Selling items on eBay.

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

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Accepted Answer

A) True 
 B)False

Question 17

Give an example of an industry where production and consumption are separable.

Accepted Answer

Dry cleani

Question 18

The three additional Ps of services marketing that extend the original four Ps of marketing are _____________,_____________,and _____________.

Accepted Answer

A) product; price; place; promotion 
B) prospects; process; people; promotion 
C) physical environment; process; people 
D) prosperity; process; people; promotion 
E) physical environment; prosperity; planning; process 
A) product; price; place; promotion 
B) prospects; process; people; promotion 
C) physical environment; process; people 
D) prosperity; process; people; promotion 
E) physical environment; prosperity; planning; process

Question 19

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

Accepted Answer

Deregulation of the telecommun

Question 20

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

Education is an example of a/an _____________ service.

Service markets are shaped by all of the following except ____________.

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.

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

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

Other customers typically do not impact the satisfaction of other consumers in service settings.

Time is of great importance in services so operations managers have to be concerned about minimizing customer waiting time.

What are the eight common differences between products and services?

A useful way to distinguish between goods and services is to place them on a continuum from to .

How can firm develop effective marketing strategies?

The three broad categories of things processed in services are ,,and .

Define services.

When migrants from developing countries move back to their own countries after living and working abroad in developed countries,there will be a vacuum in the employment market of developing economies.

Which of the following is an example of co-production?

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

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Give an example of an industry where production and consumption are separable.

The three additional Ps of services marketing that extend the original four Ps of marketing are _______,_,and _______.

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

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

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Filters

Exam 1: Introduction to Services Marketing

Education is an example of a/an _____________ service.

Service markets are shaped by all of the following except ____________.

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.

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

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

Other customers typically do not impact the satisfaction of other consumers in service settings.

Time is of great importance in services so operations managers have to be concerned about minimizing customer waiting time.

What are the eight common differences between products and services?

A useful way to distinguish between goods and services is to place them on a continuum from ____________ to ____________.

How can firm develop effective marketing strategies?

The three broad categories of things processed in services are ____________,____________,and ____________.

Define services.

When migrants from developing countries move back to their own countries after living and working abroad in developed countries,there will be a vacuum in the employment market of developing economies.

Which of the following is an example of co-production?

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

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Give an example of an industry where production and consumption are separable.

The three additional Ps of services marketing that extend the original four Ps of marketing are _____________,_____________,and _____________.

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

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

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Filters

A useful way to distinguish between goods and services is to place them on a continuum from to .

The three broad categories of things processed in services are ,,and .

The three additional Ps of services marketing that extend the original four Ps of marketing are _______,_,and _______.