Question 1

Services are produced and consumed simultaneously. Psychotherapists have moved from one-on-one therapy to small-group therapy to groups of over 300 people. Which of the following strategies to deal with the limitation of inseparability does this reflect?

Accepted Answer

A)  investing in good people 
B)  using the Internet 
C)  training others to perform the service 
D)  using television 
E)  working with larger groups

Question 2

Fingerpainted organizes art camps and craft activities for children. The company has noticed that demand is highest during summer vacations and drops during the year. What can Fingerpainted do to attract customers at other times of year?

Accepted Answer

The answer of Fingerpainted organizes art camps and craft activities...

Question 3

In developing a service blueprint, a florist has outlined each step in the delivery process of the service it provides. The development of a service blueprint is an attempt to minimize what element or characteristic of a service?

Accepted Answer

The answer of In developing a service blueprint, a florist...

Question 4

In interactive marketing, teamwork is often key, and delegating authority to front-line employees can allow for greater service flexibility and adaptability.

Accepted Answer

A) True 
 B)False

Question 5

The first time you tried a local restaurant, the food and service was disappointing. However, giving them the benefit of the "doubt" you agree to try the restaurant a second time. Your rationale is that you have a minimum level of service that you would deem satisfactory and a ________ where you believe that service can and should be delivered within.

Accepted Answer

A)  reliability 
B)  expectations 
C)  gap 
D)  zone of tolerance 
E)  responsiveness

Question 6

BRZ Shoes targets the youth market with vibrant, visually appealing ads in modern styles. BRZ ads appeal to the ________ dimension of brand experience.

Accepted Answer

A)  sensory 
B)  affective 
C)  behavioral 
D)  intellectual 
E)  social

Question 7

________ describes the employees' skill in serving the client.

Accepted Answer

A)  Technical marketing 
B)  Fixed marketing 
C)  Interactive marketing 
D)  Client marketing 
E)  Internal marketing

Question 8

One of the special features of services marketing is the provider-client interaction. This is defined as when the client is also ________ as the service is produced.

Accepted Answer

A)  paying 
B)  product 
C)  producing 
D)  prominent 
E)  present

Question 9

Traditionally, customers have had three specific worries about product service. What are they?

Accepted Answer

The answer of Traditionally, customers have had three specific worries...

Question 10

One-third of all service problems are caused by the customers, but with the increasing shift to self-service technologies, this percentage will be lowered.

Accepted Answer

A) True 
 B)False

Question 11

Products can be high in search qualities. Which one of the following would be highest in search qualities?

Accepted Answer

A)  an automobile 
B)  a medical diagnosis 
C)  a haircut 
D)  a restaurant 
E)  root canal

Question 12

A company's offerings often include services. The service component can be a minor or a major part of the total offering. Five categories of offering can be distinguished. Please list, briefly explain each category, and offer an example of each.

Accepted Answer

The answer of A company's offerings often include services. The...

Question 13

Excellent service companies know that ________ employee attitudes will promote stronger customer loyalty.

Accepted Answer

A)  non-threatening 
B)  negative 
C)  accommodating 
D)  neutral 
E)  positive

Question 14

Top service companies are "customer obsessed."

Accepted Answer

A) True 
 B)False

Question 15

If we say that services cannot be seen before purchasing that is a customer must experience other clues to the service quality besides the tangible aspect, we are saying that a service is

Accepted Answer

A)  perishable. 
B)  physical. 
C)  intangible. 
D)  variable. 
E)  inseparable.

Question 16

Markers can ________ their services.

Accepted Answer

A)  develop 
B)  diffuse 
C)  design 
D)  differentiate 
E)  market

Question 17

After visiting a local car dealer and having your car serviced, a day later you receive a phone call from a research firm asking you to comment on your service experience. This is part of the manufacturer's quality control over its dealers and the firm's audit of the service performance by collecting

Accepted Answer

A)  dealer performance 
B)  customer performance 
C)  satisfying customer complaints 
D)  competitive data 
E)  voice of the customer measurements

Question 18

Services have distinctive characteristics that greatly affect the design of marketing programs. Which of the following relates to the fact that services cannot be seen, tasted, felt, heard, or smelled?

Accepted Answer

A)  perishability 
B)  variability 
C)  inseparability 
D)  intangibility 
E)  communicability

Question 19

Several strategies exist for managing supply and demand of services. List the strategies for both managing "supply" and then for managing "demand."

Accepted Answer

The answer of Several strategies exist for managing supply and...

Question 20

The service quality of a firm is tested at each service encounter.

Accepted Answer

A) True 
 B)False

Exam 13: Designing and Managing Services

Services are produced and consumed simultaneously. Psychotherapists have moved from one-on-one therapy to small-group therapy to groups of over 300 people. Which of the following strategies to deal with the limitation of inseparability does this reflect?

Fingerpainted organizes art camps and craft activities for children. The company has noticed that demand is highest during summer vacations and drops during the year. What can Fingerpainted do to attract customers at other times of year?

In developing a service blueprint, a florist has outlined each step in the delivery process of the service it provides. The development of a service blueprint is an attempt to minimize what element or characteristic of a service?

In interactive marketing, teamwork is often key, and delegating authority to front-line employees can allow for greater service flexibility and adaptability.

BRZ Shoes targets the youth market with vibrant, visually appealing ads in modern styles. BRZ ads appeal to the ________ dimension of brand experience.

________ describes the employees' skill in serving the client.

One of the special features of services marketing is the provider-client interaction. This is defined as when the client is also ________ as the service is produced.

Traditionally, customers have had three specific worries about product service. What are they?

One-third of all service problems are caused by the customers, but with the increasing shift to self-service technologies, this percentage will be lowered.

Products can be high in search qualities. Which one of the following would be highest in search qualities?

A company's offerings often include services. The service component can be a minor or a major part of the total offering. Five categories of offering can be distinguished. Please list, briefly explain each category, and offer an example of each.

Excellent service companies know that ________ employee attitudes will promote stronger customer loyalty.

Top service companies are "customer obsessed."

If we say that services cannot be seen before purchasing that is a customer must experience other clues to the service quality besides the tangible aspect, we are saying that a service is

Markers can ________ their services.

Services have distinctive characteristics that greatly affect the design of marketing programs. Which of the following relates to the fact that services cannot be seen, tasted, felt, heard, or smelled?

Several strategies exist for managing supply and demand of services. List the strategies for both managing "supply" and then for managing "demand."

The service quality of a firm is tested at each service encounter.