Question 1

The ________ rates the various elements of the service bundle and identifies required actions.

Accepted Answer

A)  company performance analysis 
B)  voice of customer measurement 
C)  customer factor measurement 
D)  importance-performance analysis 
E)  customer importance analysis 
A)  company performance analysis 
B)  voice of customer measurement 
C)  customer factor measurement 
D)  importance-performance analysis 
E)  customer importance analysis

Question 2

Intangibility with regards to a service means that the service cannot be duplicated across providers.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is true regarding services?

Accepted Answer

A)  Services are typically produced, stored, and then consumed. 
B)  Services are generally low in experience and credence qualities. 
C)  Service providers develop similar marketing programs for personal services and business services. 
D)  There is less risk associated with the purchase of services than with the purchase of goods. 
E)  Provider-client interaction is a special feature of services marketing. 
A)  Services are typically produced, stored, and then consumed. 
B)  Services are generally low in experience and credence qualities. 
C)  Service providers develop similar marketing programs for personal services and business services. 
D)  There is less risk associated with the purchase of services than with the purchase of goods. 
E)  Provider-client interaction is a special feature of services marketing.

Question 4

Service companies try to demonstrate their service qualities through physical evidence and presentation.

Accepted Answer

A) True 
 B)False

Question 5

A computer falls into the ________ category of service mix.

Accepted Answer

A)  pure tangible good 
B)  tangible good with accompanying services 
C)  hybrid 
D)  major service with accompanying minor goods 
E)  pure service 
A)  pure tangible good 
B)  tangible good with accompanying services 
C)  hybrid 
D)  major service with accompanying minor goods 
E)  pure service

Question 6

List the eight different variables that influence service outcome and customer loyalty.

Accepted Answer

The eight major variables that influence

Question 7

Which of the following is an example of a pure tangible good?

Accepted Answer

A)  massage 
B)  shampoo 
C)  e-mail 
D)  restaurant meal 
E)  air travel 
A)  massage 
B)  shampoo 
C)  e-mail 
D)  restaurant meal 
E)  air travel

Question 8

A flight with complementary drinks is an example of a ________.

Accepted Answer

A)  major service with accompanying minor goods and services 
B)  pure service 
C)  pure tangible good 
D)  tangible good with accompanying services 
E)  hybrid 
A)  major service with accompanying minor goods and services 
B)  pure service 
C)  pure tangible good 
D)  tangible good with accompanying services 
E)  hybrid

Question 9

Belling Hotels provides a complimentary breakfast buffet to all guests. This is an example of a ________.

Accepted Answer

A)  primary service package 
B)  service interface 
C)  service support 
D)  service frequency 
E)  secondary service feature 
A)  primary service package 
B)  service interface 
C)  service support 
D)  service frequency 
E)  secondary service feature

Question 10

A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value gives the ________ cost.

Accepted Answer

A)  service warranty 
B)  out-of-pocket 
C)  life-cycle 
D)  facilitating services 
E)  value-augmentation 
A)  service warranty 
B)  out-of-pocket 
C)  life-cycle 
D)  facilitating services 
E)  value-augmentation

Question 11

The zone of tolerance for a service is the perceived economic benefit in relationship to the economic cost.

Accepted Answer

A) True 
 B)False

Question 12

The search qualities of a service are the characteristics the buyer can evaluate before purchase.

Accepted Answer

A) True 
 B)False

Question 13

A pure service requires a capital-intensive good, but the primary item is a service.

Accepted Answer

A) True 
 B)False

Question 14

Aida decided to switch doctors after she had to wait two and a half hours at her scheduled appointment to see her doctor. She experienced the ethical problem factor that leads to customer switching behavior.

Accepted Answer

A) True 
 B)False

Question 15

The service-quality model highlights the main requirements for delivering high service quality. Which are the five gaps that cause unsuccessful delivery?

Accepted Answer

The five gaps that cause unsuccessful cu

Question 16

Soap is an example of a pure tangible good.

Accepted Answer

A) True 
 B)False

Question 17

In developing a service blueprint, The Flower Shop has outlined each step in the delivery process of the service it provides. Which characteristic of services is The Flower Shop attempting to minimize?

Accepted Answer

By developing a service blueprint, Beth'

Question 18

Josh travels often on business trips. He usually uses the services of the Sunshine Cab Company to take him to the airport and pick him up from the airport. Though the fares are usually higher than those of other private taxi companies, he prefers to use Sunshine cabs because they're always on time and have well-maintained cabs. Which determinant of service quality does this demonstrate?

Accepted Answer

This demonstrates the determin

The ________ rates the various elements of the service bundle and identifies required actions.

Intangibility with regards to a service means that the service cannot be duplicated across providers.

Which of the following is true regarding services?

Service companies try to demonstrate their service qualities through physical evidence and presentation.

A computer falls into the ________ category of service mix.

List the eight different variables that influence service outcome and customer loyalty.

Which of the following is an example of a pure tangible good?

A flight with complementary drinks is an example of a ________.

Belling Hotels provides a complimentary breakfast buffet to all guests. This is an example of a ________.

A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value gives the ________ cost.

The zone of tolerance for a service is the perceived economic benefit in relationship to the economic cost.

The search qualities of a service are the characteristics the buyer can evaluate before purchase.

A pure service requires a capital-intensive good, but the primary item is a service.

Aida decided to switch doctors after she had to wait two and a half hours at her scheduled appointment to see her doctor. She experienced the ethical problem factor that leads to customer switching behavior.

The service-quality model highlights the main requirements for delivering high service quality. Which are the five gaps that cause unsuccessful delivery?

Soap is an example of a pure tangible good.

In developing a service blueprint, The Flower Shop has outlined each step in the delivery process of the service it provides. Which characteristic of services is The Flower Shop attempting to minimize?

Defining Marketing for the New Realities

Developing Marketing Strategies and Plans

Collecting Information and Forecasting Demand

Conducting Marketing Research

Creating Long-Term Loyalty Relationships

Analyzing Consumer Markets

Analyzing Business Markets

Tapping Into Global Markets

Identifying Market Segments and Targets

Crafting the Brand Positioning

Creating Brand Equity

Addressing Competition and Driving Growth

Setting Product Strategy

Introducing New Market Offerings

Developing Pricing Strategies and Programs

Designing and Managing Integrated Marketing Channels

Managing Retailing, Wholesaling, and Logistics

Designing and Managing Integrated Marketing Communications

Managing Mass Communications: Advertising, Sales Promotions, Events and Experiences, and Public Relations

Managing Digital Communications: Online, Social Media, and Mobile

Managing Personal Communications: Direct and Database Marketing and Personal Selling

Managing a Holistic Marketing Organization for the Long Run

Filters

Exam 14: Designing and Managing Services

The ________ rates the various elements of the service bundle and identifies required actions.

Intangibility with regards to a service means that the service cannot be duplicated across providers.

Which of the following is true regarding services?

Service companies try to demonstrate their service qualities through physical evidence and presentation.

A computer falls into the ________ category of service mix.

List the eight different variables that influence service outcome and customer loyalty.

Which of the following is an example of a pure tangible good?

A flight with complementary drinks is an example of a ________.

Belling Hotels provides a complimentary breakfast buffet to all guests. This is an example of a ________.

A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value gives the ________ cost.

The zone of tolerance for a service is the perceived economic benefit in relationship to the economic cost.

The search qualities of a service are the characteristics the buyer can evaluate before purchase.

A pure service requires a capital-intensive good, but the primary item is a service.

Aida decided to switch doctors after she had to wait two and a half hours at her scheduled appointment to see her doctor. She experienced the ethical problem factor that leads to customer switching behavior.

The service-quality model highlights the main requirements for delivering high service quality. Which are the five gaps that cause unsuccessful delivery?

Soap is an example of a pure tangible good.

In developing a service blueprint, The Flower Shop has outlined each step in the delivery process of the service it provides. Which characteristic of services is The Flower Shop attempting to minimize?

Defining Marketing for the New Realities

Developing Marketing Strategies and Plans

Collecting Information and Forecasting Demand

Conducting Marketing Research

Creating Long-Term Loyalty Relationships

Analyzing Consumer Markets

Analyzing Business Markets

Tapping Into Global Markets

Identifying Market Segments and Targets

Crafting the Brand Positioning

Creating Brand Equity

Addressing Competition and Driving Growth

Setting Product Strategy

Introducing New Market Offerings

Developing Pricing Strategies and Programs

Designing and Managing Integrated Marketing Channels

Managing Retailing, Wholesaling, and Logistics

Designing and Managing Integrated Marketing Communications

Managing Mass Communications: Advertising, Sales Promotions, Events and Experiences, and Public Relations

Managing Digital Communications: Online, Social Media, and Mobile

Managing Personal Communications: Direct and Database Marketing and Personal Selling

Managing a Holistic Marketing Organization for the Long Run

Filters