Question 1

Give an example of a service that offers labor and expertise rental.

Accepted Answer

Car repair, surgery, management consultancy, etc.

Question 2

A movie theater seat is an example of _____________.

Accepted Answer

A)  renting durable goods 
B)  closely engaging customers in the service process 
C)  renting portions of a larger physical entity 
D)  the centrality of time to services 
E)  differences in customer choice criteria 
A)  renting durable goods 
B)  closely engaging customers in the service process 
C)  renting portions of a larger physical entity 
D)  the centrality of time to services 
E)  differences in customer choice criteria C

Question 3

A typical university is a simple service organization that offers mainly educational services.

Accepted Answer

A) True 
 B)False  False

Question 4

How do operations and human resources functions contribute to meeting the needs of service customers?

Accepted Answer

Operations is responsible for managing s

Question 5

What are the three vital roles of promotion and education?

Accepted Answer

Providing needed information a

Question 6

Describe the seven Ps of service that would be involved in a banking service.

Accepted Answer

Product elements of banking would includ

Question 7

What are the three management functions that are central to meeting the needs of service customers?

Accepted Answer

A)  Marketing, operations, and finance. 
B)  Marketing, operations, and human resources. 
C)  Marketing, finance, and accounting. 
D)  Marketing, finance, and operations. 
E)  Finance, accounting, and human resources. 
A)  Marketing, operations, and finance. 
B)  Marketing, operations, and human resources. 
C)  Marketing, finance, and accounting. 
D)  Marketing, finance, and operations. 
E)  Finance, accounting, and human resources.

Question 8

Give an example of a service that offers access to physical environments as a form of rental.

Accepted Answer

Museums, theme parks

Question 9

Documenting performance, explaining what was done and why, and offering guarantees are additional ways to reassure customers and reduce anxiety.

Accepted Answer

A) True 
 B)False

Question 10

The Internet is transferring power from suppliers to customers, especially in consumer markets.

Accepted Answer

A) True 
 B)False

Question 11

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Accepted Answer

The travel

Question 12

The acronym for the new North American classification system that includes services is ____________.

Accepted Answer

A)  NAFTA 
B)  NAICS 
C)  NACS 
D)  NACSS 
E)  NEICE 
A)  NAFTA 
B)  NAICS 
C)  NACS 
D)  NACSS 
E)  NEICE

Question 13

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

Accepted Answer

Tangible-tailored cl

Question 14

Service employees should have which set of the following?

Accepted Answer

A)  Positive attitude, technical skills, and analytical skills. 
B)  Positive attitude, leadership skills, and analytical skills. 
C)  Technical skills, leadership skills, and interpersonal skills. 
D)  Positive attitude, interpersonal skills, and technical skills. 
E)  Technical skills, leadership skills, and analytical skills. 
A)  Positive attitude, technical skills, and analytical skills. 
B)  Positive attitude, leadership skills, and analytical skills. 
C)  Technical skills, leadership skills, and interpersonal skills. 
D)  Positive attitude, interpersonal skills, and technical skills. 
E)  Technical skills, leadership skills, and analytical skills.

Question 15

People processing, possession processing, mental stimulus processing, and information processing make up the four broad categories of services.

Accepted Answer

A) True 
 B)False

Question 16

Online educational programs offered by the University of Phoenix are an example of _____________.

Accepted Answer

A)  revolutionary products/services 
B)  collective products/services 
C)  additional services 
D)  supplementary services 
E)  core products/services 
A)  revolutionary products/services 
B)  collective products/services 
C)  additional services 
D)  supplementary services 
E)  core products/services

Question 17

Firms' market offerings are divided into ____________ and ____________ elements.

Accepted Answer

A)  core product; supplementary service 
B)  marketing; management 
C)  product; delivery 
D)  service; delivery 
E)  planning; delivery 
A)  core product; supplementary service 
B)  marketing; management 
C)  product; delivery 
D)  service; delivery 
E)  planning; delivery

Question 18

Which of the following is the best example of a supplementary service?

Accepted Answer

A)  Appliance maintenance 
B)  Hotel room rental 
C)  Fast food consumption 
D)  House cleaning 
E)  Landscaping 
A)  Appliance maintenance 
B)  Hotel room rental 
C)  Fast food consumption 
D)  House cleaning 
E)  Landscaping

Question 19

Customers being turned away or having to wait is an implication of which aspect of services?

Accepted Answer

A)  People may be a part of the service experience. 
B)  Intangible elements usually dominate value creation. 
C)  Services are often difficult to visualize and understand. 
D)  Customers may be involved in co-production. 
E)  Most services cannot be inventoried. 
A)  People may be a part of the service experience. 
B)  Intangible elements usually dominate value creation. 
C)  Services are often difficult to visualize and understand. 
D)  Customers may be involved in co-production. 
E)  Most services cannot be inventoried.

Question 20

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Accepted Answer

A) True 
 B)False

Give an example of a service that offers labor and expertise rental.

A movie theater seat is an example of _____________.

A typical university is a simple service organization that offers mainly educational services.

How do operations and human resources functions contribute to meeting the needs of service customers?

What are the three vital roles of promotion and education?

Describe the seven Ps of service that would be involved in a banking service.

What are the three management functions that are central to meeting the needs of service customers?

Give an example of a service that offers access to physical environments as a form of rental.

Documenting performance, explaining what was done and why, and offering guarantees are additional ways to reassure customers and reduce anxiety.

The Internet is transferring power from suppliers to customers, especially in consumer markets.

Give an example of an industry where the Internet has transferred power from suppliers to customers.

The acronym for the new North American classification system that includes services is ____________.

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

Service employees should have which set of the following?

People processing, possession processing, mental stimulus processing, and information processing make up the four broad categories of services.

Online educational programs offered by the University of Phoenix are an example of _____________.

Firms' market offerings are divided into and elements.

Which of the following is the best example of a supplementary service?

Customers being turned away or having to wait is an implication of which aspect of services?

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 1: New Perspectives on Marketing in the Service Economy

Give an example of a service that offers labor and expertise rental.

A movie theater seat is an example of _____________.

A typical university is a simple service organization that offers mainly educational services.

How do operations and human resources functions contribute to meeting the needs of service customers?

What are the three vital roles of promotion and education?

Describe the seven Ps of service that would be involved in a banking service.

What are the three management functions that are central to meeting the needs of service customers?

Give an example of a service that offers access to physical environments as a form of rental.

Documenting performance, explaining what was done and why, and offering guarantees are additional ways to reassure customers and reduce anxiety.

The Internet is transferring power from suppliers to customers, especially in consumer markets.

Give an example of an industry where the Internet has transferred power from suppliers to customers.

The acronym for the new North American classification system that includes services is ____________.

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

Service employees should have which set of the following?

People processing, possession processing, mental stimulus processing, and information processing make up the four broad categories of services.

Online educational programs offered by the University of Phoenix are an example of _____________.

Firms' market offerings are divided into ____________ and ____________ elements.

Which of the following is the best example of a supplementary service?

Customers being turned away or having to wait is an implication of which aspect of services?

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Firms' market offerings are divided into and elements.