Exam 10: Services and Other Intangibles: Marketing the Product That Isnt There

The bank management decided its customers would not mind if it only opened the drive-thru window on Saturdays and not require other bank employees to work on weekends.Customers who work during the week were disappointed that they could not apply for a loan on Saturday,as that was not a service available at the drive-thru window.Gap analysis would show this to be a gap between ________.

(Multiple Choice)

4.9/5

(85)

Question 21

According to the new dominant logic for marketing,________ is the central,or core,deliverable in every exchange.

(Multiple Choice)

4.9/5

(77)

Question 22

Carpet and furniture repair are classified as ________.

(Multiple Choice)

4.8/5

(77)

Question 23

By allowing employees to spend up to $2,500 to compensate guests for certain inconveniences,Marriott is empowering its employees to quickly recover from critical incidents.

(True/False)

4.7/5

(78)

Question 24

How can changing demographics have an effect upon the future of services being offered? Identify a service industry that will have growth due to changing demographics.

(Essay)

4.8/5

(55)

Question 25

An advertisement for the Blue Ridge Parkway (a highway)that runs from the Shenandoah Valley to the Smokey Mountains describes the highway as a "trip back in time." This is an example of ________.

(Multiple Choice)

4.8/5

(80)

Question 26

A package delivery company sells intangibles to its customers.

(True/False)

4.9/5

(92)

Question 27

Facility-driven or equipment-based services must be concerned with what three factors? List and briefly define each of the three.

(Essay)

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(69)

Question 28

Which of the following is a service industry in the United States that is likely to see growth due primarily to demographic changes?

(Multiple Choice)

4.9/5

(75)

Question 29

Tangibles,reliability,responsiveness,assurance,and empathy are the five dimensions of service quality used in which of the following?

(Multiple Choice)

4.9/5

(95)

Question 30

Ads for an airline promote its last minute fare savers program.This program is one way to deal with the service characteristic of perishability.

(True/False)

4.8/5

(77)

Question 31

When communications accurately describe what service quality is provided and can be expected,and consumers are still less than satisfied with the service,there is a gap between ________.

(Multiple Choice)

5.0/5

(88)

Question 32

People most commonly buy the services of a tattoo artist on the weekends.To encourage people to use their services on the weekdays,many tattoo artists adjust prices to influence demand.In other words,they use different prices to lessen the problems related to the ________ characteristic of services.

(Multiple Choice)

4.8/5

(79)

Question 33

Why is the appearance and functionality of a service company's Web site important?

(Essay)

4.9/5

(73)

Question 34

Which of the following is true of service marketers?

(Multiple Choice)

4.8/5

(64)

Question 35

Insurance,a television program,and a college education are all examples of ________.

(Multiple Choice)

4.7/5

(58)

Question 36

Service ________ means that customers cannot see,touch,or smell good service.

(Multiple Choice)

4.8/5

(75)

Question 37

________ strategies regard a city,state,country,or other locale as a brand.

(Multiple Choice)

4.8/5

(88)

Question 38

Jack was so enthusiastic about the band he saw performing at a local club last weekend that he persuaded a large group of friends to return to the club to hear the band on Thursday.Unfortunately,the band's Thursday performance was uninspired and at times off-key.The performance differences are due to the ________ characteristic of service.

(Multiple Choice)

4.8/5

(82)

Question 39

Which of the following is the best example of a people-based service?

(Multiple Choice)

4.7/5

(91)

Question 40

Showing 21 - 40 of 150

According to the new dominant logic for marketing,________ is the central,or core,deliverable in every exchange.

Carpet and furniture repair are classified as ________.

By allowing employees to spend up to $2,500 to compensate guests for certain inconveniences,Marriott is empowering its employees to quickly recover from critical incidents.

How can changing demographics have an effect upon the future of services being offered? Identify a service industry that will have growth due to changing demographics.

An advertisement for the Blue Ridge Parkway (a highway)that runs from the Shenandoah Valley to the Smokey Mountains describes the highway as a "trip back in time." This is an example of ________.

A package delivery company sells intangibles to its customers.

Facility-driven or equipment-based services must be concerned with what three factors? List and briefly define each of the three.

Which of the following is a service industry in the United States that is likely to see growth due primarily to demographic changes?

Tangibles,reliability,responsiveness,assurance,and empathy are the five dimensions of service quality used in which of the following?

Ads for an airline promote its last minute fare savers program.This program is one way to deal with the service characteristic of perishability.

When communications accurately describe what service quality is provided and can be expected,and consumers are still less than satisfied with the service,there is a gap between ________.

People most commonly buy the services of a tattoo artist on the weekends.To encourage people to use their services on the weekdays,many tattoo artists adjust prices to influence demand.In other words,they use different prices to lessen the problems related to the ________ characteristic of services.

Why is the appearance and functionality of a service company's Web site important?

Which of the following is true of service marketers?

Insurance,a television program,and a college education are all examples of ________.

Service ________ means that customers cannot see,touch,or smell good service.

________ strategies regard a city,state,country,or other locale as a brand.

Which of the following is the best example of a people-based service?

Welcome to the World of Marketing: Create and Deliver Value

Strategic Market Planning: Take the Big Picture

Thrive in the Marketing Environment: the World Is Flat

Marketing Research: Gather, analyze, and Use Information

Consumer Behavior: How and Why We Buy

Business-To-Business Markets: How and Why Organizations Buy

Sharpen the Focus: Target Marketing Strategies and Customer Relationship Management

Create the Product

Manage the Product

Price the Product

Old and New Media: From One-To-Many to Many-To-Many

One to Many: Advertising, public Relations, and Consumer Sales Promotions

Many to Many: Trade Promotion, direct Marketing, and Personal Selling

Deliver Value Through Supply Chain Management, channels of Distribution, and Logistics

Retailing: Bricks and Clicks

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