Question 1

Services high in ________ are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.

Accepted Answer

A)  trial qualities 
B)  search qualities 
C)  experience qualities 
D)  privacy qualities 
E)  credence qualities 
A)  trial qualities 
B)  search qualities 
C)  experience qualities 
D)  privacy qualities 
E)  credence qualities E

Question 2

________ describes the employees' skill in serving the client.

Accepted Answer

A)  External marketing 
B)  Internal marketing 
C)  Promotional marketing 
D)  Direct marketing 
E)  Interactive marketing 
A)  External marketing 
B)  Internal marketing 
C)  Promotional marketing 
D)  Direct marketing 
E)  Interactive marketing E

Question 3

External marketing describes the training and motivation required by employees in order to properly serve the customers.

Accepted Answer

A) True 
 B)False  False

Question 4

Walmart has decided to hire extra clerks during the holiday season.It is said to be ________.

Accepted Answer

A)  matching its supply with the existing demand 
B)  generating non-peak demand 
C)  increasing its customer participation 
D)  sharing its services 
E)  facilitating for its future expansion 
A)  matching its supply with the existing demand 
B)  generating non-peak demand 
C)  increasing its customer participation 
D)  sharing its services 
E)  facilitating for its future expansion

Question 5

Soap is an example of a pure tangible good.

Accepted Answer

A) True 
 B)False

Question 6

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 7

In which of the following cases is a service provider trying to increase non-peak demand?

Accepted Answer

A)  A fine dining restaurant is promoting a breakfast service in addition to its popular lunch and dinner options. 
B)  An upscale restaurant has a cocktail lounge where customers can wait until a table is ready. 
C)  AXA Bank set up automated teller machines so that its customers could avoid standing in line. 
D)  Chesterton College hired part-time teachers as enrollment increased significantly. 
E)  Big department stores usually hire extra staff to handle the rush during the holiday season. 
A)  A fine dining restaurant is promoting a breakfast service in addition to its popular lunch and dinner options. 
B)  An upscale restaurant has a cocktail lounge where customers can wait until a table is ready. 
C)  AXA Bank set up automated teller machines so that its customers could avoid standing in line. 
D)  Chesterton College hired part-time teachers as enrollment increased significantly. 
E)  Big department stores usually hire extra staff to handle the rush during the holiday season.

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

Services have five distinctive characteristics,one of these being "pure service."

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is an example of a pure service?

Accepted Answer

A)  air travel 
B)  psychotherapy 
C)  baby oil 
D)  a laptop 
E)  a restaurant meal 
A)  air travel 
B)  psychotherapy 
C)  baby oil 
D)  a laptop 
E)  a restaurant meal

Question 11

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 12

Kaya,a chain of skin clinics,requests each new visitor to fill up their own details on a printed form.This is a step in ________.

Accepted Answer

A)  increasing its peak-time efficiency 
B)  creating nonpeak demand 
C)  increasing consumer participation 
D)  sharing its services 
E)  facilitating its future expansions 
A)  increasing its peak-time efficiency 
B)  creating nonpeak demand 
C)  increasing consumer participation 
D)  sharing its services 
E)  facilitating its future expansions

Question 13

A service is essentially intangible.

Accepted Answer

A) True 
 B)False

Question 14

List and briefly explain with examples the five categories of service offerings.

Accepted Answer

The five categories of service offerings

Question 15

A hybrid consists of unequal parts of goods and services,with services being in the majority.

Accepted Answer

A) True 
 B)False

Question 16

The zone of ________ is a range where a service dimension is deemed satisfactory,anchored by the minimum level consumers are willing to accept and the level they believe can and should be delivered.

Accepted Answer

A)  immunity 
B)  tolerance 
C)  reliability 
D)  assurance 
E)  flexibility 
A)  immunity 
B)  tolerance 
C)  reliability 
D)  assurance 
E)  flexibility

Question 17

Out-of-pocket costs are what the customer spends on regular maintenance and repair costs.

Accepted Answer

A) True 
 B)False

Question 18

Dean recently had a BRZ broadband connection installed.However,the connection was bad and he didn't get the quality he required.He contacted BRZ about the problem,but the company did not solve his problem.Dean switched to Blue Broadband.Which of the following was the cause of Dean's switching behavior?

Accepted Answer

A)  involuntary switching 
B)  competition 
C)  response to service failure 
D)  service encounter failures 
E)  inconvenience 
A)  involuntary switching 
B)  competition 
C)  response to service failure 
D)  service encounter failures 
E)  inconvenience

Question 19

The production of a service is never tied to a physical product.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is an example of a gap between service delivery and external communications?

Accepted Answer

A)  The employees at GBL have been asked to take time to listen to customers, but they must serve them fast as well. 
B)  Amanda chose to shop at Alison's Fashions because the store's website offered on-the-spot alterations. However, when she did buy a dress, she had to wait a week to get it altered. 
C)  Customers at LUX appreciate the personalized services the salespeople offer, but do not like the store design. 
D)  Clearwater Spa attendants are well-trained in massage therapy and the services they offer, but customers rarely return because they don't like the attendants' impersonal service. 
E)  When sales dropped, Styx modernized its stores in order to retain customers, but didn't realize that the product quality was the main problem. 
A)  The employees at GBL have been asked to take time to listen to customers, but they must serve them fast as well. 
B)  Amanda chose to shop at Alison's Fashions because the store's website offered on-the-spot alterations. However, when she did buy a dress, she had to wait a week to get it altered. 
C)  Customers at LUX appreciate the personalized services the salespeople offer, but do not like the store design. 
D)  Clearwater Spa attendants are well-trained in massage therapy and the services they offer, but customers rarely return because they don't like the attendants' impersonal service. 
E)  When sales dropped, Styx modernized its stores in order to retain customers, but didn't realize that the product quality was the main problem.

Services high in ________ are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.

________ describes the employees' skill in serving the client.

External marketing describes the training and motivation required by employees in order to properly serve the customers.

Walmart has decided to hire extra clerks during the holiday season.It is said to be ________.

Soap is an example of a pure tangible good.

A computer falls into the ________ category of service mix.

In which of the following cases is a service provider trying to increase non-peak demand?

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

Services have five distinctive characteristics,one of these being "pure service."

Which of the following is an example of a pure service?

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

Kaya,a chain of skin clinics,requests each new visitor to fill up their own details on a printed form.This is a step in ________.

A service is essentially intangible.

List and briefly explain with examples the five categories of service offerings.

A hybrid consists of unequal parts of goods and services,with services being in the majority.

The zone of ________ is a range where a service dimension is deemed satisfactory,anchored by the minimum level consumers are willing to accept and the level they believe can and should be delivered.

Out-of-pocket costs are what the customer spends on regular maintenance and repair costs.

The production of a service is never tied to a physical product.

Which of the following is an example of a gap between service delivery and external communications?

Defining Marketing for the 21st Century

Developing Marketing Strategies and Plans

Collecting Information and Forecasting Demand

Creating Long-term Loyalty Relationships

Analyzing Consumer Markets

Analyzing Business Markets

Identifying Market Segments and Targets

Creating Brand Equity

Crafting the Brand Positioning and Competing Effectively

Setting Product Strategy

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 Personal Communications: Direct and Interactive Marketing, Word of Mouth, and Personal Selling

Managing Marketing in the Global Economy

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Exam 11: Designing and Managing Services

Services high in ________ are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.

________ describes the employees' skill in serving the client.

External marketing describes the training and motivation required by employees in order to properly serve the customers.

Walmart has decided to hire extra clerks during the holiday season.It is said to be ________.

Soap is an example of a pure tangible good.

A computer falls into the ________ category of service mix.

In which of the following cases is a service provider trying to increase non-peak demand?

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

Services have five distinctive characteristics,one of these being "pure service."

Which of the following is an example of a pure service?

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

Kaya,a chain of skin clinics,requests each new visitor to fill up their own details on a printed form.This is a step in ________.

A service is essentially intangible.

List and briefly explain with examples the five categories of service offerings.

A hybrid consists of unequal parts of goods and services,with services being in the majority.

The zone of ________ is a range where a service dimension is deemed satisfactory,anchored by the minimum level consumers are willing to accept and the level they believe can and should be delivered.

Out-of-pocket costs are what the customer spends on regular maintenance and repair costs.

The production of a service is never tied to a physical product.

Which of the following is an example of a gap between service delivery and external communications?

Defining Marketing for the 21st Century

Developing Marketing Strategies and Plans

Collecting Information and Forecasting Demand

Creating Long-term Loyalty Relationships

Analyzing Consumer Markets

Analyzing Business Markets

Identifying Market Segments and Targets

Creating Brand Equity

Crafting the Brand Positioning and Competing Effectively

Setting Product Strategy

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 Personal Communications: Direct and Interactive Marketing, Word of Mouth, and Personal Selling

Managing Marketing in the Global Economy

Filters