Question 1

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

Accepted Answer

Renters typically reserve a specific veh

Question 2

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

Accepted Answer

The travel

Question 3

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 4

Marketers should not attempt to shape customer roles and behaviors.

Accepted Answer

A) True 
 B)False

Question 5

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

Accepted Answer

A) True 
 B)False

Question 6

Give an example of a service that offers labor and expertise rental.

Accepted Answer

Car repair

Question 7

Failures are inevitable in service industries.

Accepted Answer

A) True 
 B)False

Question 8

What are the three vital roles of promotion and education?

Accepted Answer

Providing needed information a

Question 9

The service framework for developing effective service strategies excludes _________________.

Accepted Answer

A) understanding service products,consumers and markets 
B) managing the competitive landscape 
C) applying the 4 Ps of marketing to services 
D) designing and managing the customer interface 
E) developing customer relationships 
A) understanding service products,consumers and markets 
B) managing the competitive landscape 
C) applying the 4 Ps of marketing to services 
D) designing and managing the customer interface 
E) developing customer relationships

Question 10

Give an example of how the Internet is changing the face of service industries.

Accepted Answer

The Internet is transferring power from

Question 11

The two considerations used to categorize service are ____________ and ____________.

Accepted Answer

A) promotion versus place; price versus product 
B) place versus time; people versus ideas 
C) place versus people; time versus money 
D) people versus possession; tangible versus intangible 
E) people versus intangible; tangible versus possession 
A) promotion versus place; price versus product 
B) place versus time; people versus ideas 
C) place versus people; time versus money 
D) people versus possession; tangible versus intangible 
E) people versus intangible; tangible versus possession

Question 12

There are several reasons why the services sector is increasing in almost all countries around the world.Which is not one of the contributing reasons?

Accepted Answer

A) The knowledge-based industries are growing. 
B) Countries are less dependent on agriculture. 
C) Some manufacturing firms are now focusing on marketing services as well. 
D) The construction and manufacturing industries are booming. 
E) More companies are outsourcing some of their service components. 
A) The knowledge-based industries are growing. 
B) Countries are less dependent on agriculture. 
C) Some manufacturing firms are now focusing on marketing services as well. 
D) The construction and manufacturing industries are booming. 
E) More companies are outsourcing some of their service components.

Question 13

A movie theater seat is an example of _____________.

Accepted Answer

A) renting durable goods 
B) closely engaging customers in the service process 
C) renting portions of a larger physical entity 
D) the centrality of time to services 
E) differences in customer choice criteria 
A) renting durable goods 
B) closely engaging customers in the service process 
C) renting portions of a larger physical entity 
D) the centrality of time to services 
E) differences in customer choice criteria

Question 14

China is experiencing rapid economic growth and this stimulates demand for production and business services.

Accepted Answer

A) True 
 B)False

Question 15

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.

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

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 18

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

Accepted Answer

Museums,theme parks,

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

Low-tailor

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

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

Service firms have reservations systems because

Marketers should not attempt to shape customer roles and behaviors.

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

Give an example of a service that offers labor and expertise rental.

Failures are inevitable in service industries.

What are the three vital roles of promotion and education?

The service framework for developing effective service strategies excludes _________________.

Give an example of how the Internet is changing the face of service industries.

The two considerations used to categorize service are and .

There are several reasons why the services sector is increasing in almost all countries around the world.Which is not one of the contributing reasons?

A movie theater seat is an example of _____________.

China is experiencing rapid economic growth and this stimulates demand for production and business services.

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

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

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

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

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

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

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

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

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

Service firms have reservations systems because

Marketers should not attempt to shape customer roles and behaviors.

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

Give an example of a service that offers labor and expertise rental.

Failures are inevitable in service industries.

What are the three vital roles of promotion and education?

The service framework for developing effective service strategies excludes _________________.

Give an example of how the Internet is changing the face of service industries.

The two considerations used to categorize service are ____________ and ____________.

There are several reasons why the services sector is increasing in almost all countries around the world.Which is not one of the contributing reasons?

A movie theater seat is an example of _____________.

China is experiencing rapid economic growth and this stimulates demand for production and business services.

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

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

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

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

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

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

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

The two considerations used to categorize service are and .