Deck 3: Unique Discrepancies Between Goods and Services

Question 1

Marketing problems caused by inseparability include all of the following except for:

A) The service provides physical connection to the service.
B) The involvement of the customer in the production process.
C) Service standardization and quality control are difficult to achieve.
D) The involvement of other customers in the production process.
E) All of the above are marketing problems caused by inseparability.

Answer 1

C

Question 2

Which of the following is not an advantage of standardized services?

A) less expensive
B) meets the customer's exact needs
C) delivered faster
D) more consistent
E) all the above are advantages of standardized services.

Answer 2

B

Question 3

Complications attributed to perishability include all of the following except:

A) Services which are not sold when they become available cease to exist.
B) The production and consumption of services cannot be separated bytime and space.
C) Statistical sampling techniques are of little use in services.
D) Due to the lack of inventories, marketing and operations must work muchcloser together.
E) All of the above are complications associated with perishability.

Answer 3

E

Question 4

A perishability-related strategy that increases the supply of service by forming a type of co-op among service providers that permits co-op members to expand their supply of services as a whole is referred to as:

A) co-op formation
B) capacity sharing
C) advance preparation for expansion
D) the utilization of third parties
E) creative management

Question 5

Which one of the following statements is true?

A) The use of third parties increases the supply of service.
B) Reservation systems can be used to alter the demand for services.
C) Customer participation in services may result in some loss of control by theservice establishment.
D) The marketing department of service organizations must maintain a muchcloser relationship with the rest of the organization than what is typical ina goods business
E) All the above are true.