Question 1

According to the text, service providers are likely to see success in their business if they can:

Accepted Answer

A) derive business efficiencies for using automation to deal with consumers 
B) create and deliver authentic experiences 
C) restrict consumer's comments on social media 
D) provide the lowest cost service at the highest price

Question 2

Students from Berry College attended a performance at nearby Shorter College and were extremely impressed with the dance troupe that was the opening act. As soon as the students returned to Berry, they made arrangements for the entertainers to appear on their campus. On the day of the concert the venue was packed with students, but the quality of the performance was much lower than they had seen at the Shorter campus. The Berry students' disappointment was the direct result of which characteristic of services?

Accepted Answer

A) intangibility 
B) perishabilit y 
C) inseparabili ty 
D) inconsisten cy

Question 3

The emergency room staff in Toronto's largest hospital is surprised and pleased when a four-day Canada Day weekend brings fewer accident victims in for treatment. They know from experience that such public holidays have high rates of accidents. For the hospital business office, the lower demand for the emergency room services means:

Accepted Answer

A) its services can be separated from the staff. 
B) its services are no longer tangible. 
C) the hospital has idle production capacity. 
D) a break in the service continuum.

Question 4

Having a highly knowledgeable car salesperson is an example of which quality dimension?

Accepted Answer

A) assurance 
B) empathy 
C) sympathy 
D) responsiveness

Question 5

Mobile diagnostic services for health concerns is an example of a__________ element of technological advancement, __________as it also saves consumer's , which will
Become more valuable in the future.

Accepted Answer

A) personalization; mobility 
B) mobile; time 
C) mobile; money 
D) personalization; money

Question 6

What is the difference between intangibility and inseparability of services?

Accepted Answer

The answer of What is the difference between intangibility and...

Question 7

What are the four unique elements of services? How would they apply to a discount brokerage service?

Accepted Answer

The answer of What are the four unique elements of...

Question 8

An airport limousine service will meet people at their homes and deliver them to or bring them home from their local airport. Because demand is much higher before 9 a.m. and after 5 p.m. during weekdays, it must be concerned with:

Accepted Answer

A) image management. 
B) inconsistency. 
C) capacity management. 
D) branding.

Question 9

The "service continuum" is a range from the tangible to the intangible or good-dominant to service-dominant offerings. According to our text, which item is equally weighted between goods and services?

Accepted Answer

A) Advertising agency 
B) Fast-food restaurant 
C) Teaching 
D) Salt

Question 10

Andrea Arena is the owner of 2 Places at 1 Time, a concierge company. She and her staff of 60 perform everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these simple acts for themselves. Her regular customers describe her as caring and willing to treat each of the jobs they need done as if it were the most important job she had to perform. In which dimensions of service quality, does Arena excel?

Accepted Answer

A) assurance and tangibles 
B) responsiveness and empathy 
C) empathy and credibility 
D) reliability and credibility

Question 11

Cracker Barrel is a leader in the market of family restaurants located alongside major highways. Its marketing mix includes a down-home atmosphere, a shop through which customers pass on the way to and from the restaurant, a menu of American home cooking, and a friendly staff. Which aspect of the product component of the marketing mix will be particularly helpful to travelers looking for a place to eat lunch?

Accepted Answer

A) brand name and identifying logo 
B) capacity management 
C) pricing strategy 
D) exclusivity

Question 12

Just-in-time (JIT)inventory focuses on efficient and effective supply to customers. This is very similar to the concept of:

Accepted Answer

A) capacity management. 
B) off-peak pricing. 
C) idle production capacity. 
D) gap analysis.

Question 13

A new homebuilder has developed a '21 Point Touchpoint Map' for interested homebuyers. The points range from when the homebuyer makes an initial inquiry all the way to signing the closing agreement. The homebuilder has found that when consumers make it past the first 15 points, they have a 90 percent closing rate. This Map, is an example of a(n):

Accepted Answer

A) goods-service continuum. 
B) gap analysis. 
C) experience-credence audit. 
D) customer contact audit.

Question 14

All of the following would be part of a service firm's customer experience management program except:

Accepted Answer

A) hiring 
B) production efficiency 
C) motivating employees 
D) training

Question 15

What role does pricing play in the managing of services?

Accepted Answer

The answer of What role does pricing play in the...

Question 16

Place or distribution is extremely important to the managing services because of which unique characteristic of services?

Accepted Answer

A) inconsistency 
B) inseparability 
C) intangibility 
D) inventory costs

Question 17

Andrea Arena is the owner of 2 Places at 1 Time, a concierge company. She and her staff of 60 perform everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these simple acts themselves. She is often hired by major corporations to perform services for their harried executives. Her customers have to evaluate the services provided by 2 Places at 1 Time using __________properties.

Accepted Answer

A) experience 
B) credence 
C) search 
D) form

Question 18

All of the following are key elements of future services, except:

Accepted Answer

A) collaboration 
B) standardization 
C) mobility 
D) convergence

Question 19

In services marketing,__________ refers to the actual procedures, mechanisms, and flow of activities by which the service is created and delivered.

Accepted Answer

A) process 
B) personalization 
C) convergence 
D) mobility

Question 20

Many service companies go to great lengths to ensure the __________aspects of the services convey the appropriate image and serve as surrogate indicators of the ________ service to be provided.

Accepted Answer

A) physical location; tangible 
B) tangible; intangible 
C) intangible; tangible 
D) intangible; product-based

Exam 12: Managing Services

According to the text, service providers are likely to see success in their business if they can:

Having a highly knowledgeable car salesperson is an example of which quality dimension?

Mobile diagnostic services for health concerns is an example of a element of technological advancement, as it also saves consumer's , which will Become more valuable in the future.

What is the difference between intangibility and inseparability of services?

What are the four unique elements of services? How would they apply to a discount brokerage service?

An airport limousine service will meet people at their homes and deliver them to or bring them home from their local airport. Because demand is much higher before 9 a.m. and after 5 p.m. during weekdays, it must be concerned with:

The "service continuum" is a range from the tangible to the intangible or good-dominant to service-dominant offerings. According to our text, which item is equally weighted between goods and services?

Just-in-time (JIT) inventory focuses on efficient and effective supply to customers. This is very similar to the concept of:

All of the following would be part of a service firm's customer experience management program except:

What role does pricing play in the managing of services?

Place or distribution is extremely important to the managing services because of which unique characteristic of services?

All of the following are key elements of future services, except:

In services marketing,__________ refers to the actual procedures, mechanisms, and flow of activities by which the service is created and delivered.

Many service companies go to great lengths to ensure the __aspects of the services convey the appropriate image and serve as surrogate indicators of the service to be provided.

Exam 12: Managing Services

According to the text, service providers are likely to see success in their business if they can:

Having a highly knowledgeable car salesperson is an example of which quality dimension?

Mobile diagnostic services for health concerns is an example of a__________ element of technological advancement, __________as it also saves consumer's , which will Become more valuable in the future.

What is the difference between intangibility and inseparability of services?

What are the four unique elements of services? How would they apply to a discount brokerage service?

An airport limousine service will meet people at their homes and deliver them to or bring them home from their local airport. Because demand is much higher before 9 a.m. and after 5 p.m. during weekdays, it must be concerned with:

The "service continuum" is a range from the tangible to the intangible or good-dominant to service-dominant offerings. According to our text, which item is equally weighted between goods and services?

Just-in-time (JIT) inventory focuses on efficient and effective supply to customers. This is very similar to the concept of:

All of the following would be part of a service firm's customer experience management program except:

What role does pricing play in the managing of services?

Place or distribution is extremely important to the managing services because of which unique characteristic of services?

All of the following are key elements of future services, except:

In services marketing,__________ refers to the actual procedures, mechanisms, and flow of activities by which the service is created and delivered.

Many service companies go to great lengths to ensure the __________aspects of the services convey the appropriate image and serve as surrogate indicators of the ________ service to be provided.

Mobile diagnostic services for health concerns is an example of a element of technological advancement, as it also saves consumer's , which will Become more valuable in the future.

Many service companies go to great lengths to ensure the __aspects of the services convey the appropriate image and serve as surrogate indicators of the service to be provided.