Question 1

In some services, such as fast food restaurants, customers obtain ownership of tangible goods.

Accepted Answer

A) True 
 B)False  True

Question 2

Which of the following best represents a service directed at people's minds?

Accepted Answer

A) Banking 
B) Beauty salon 
C) Insurance 
D) Laundry and dry cleaning 
E) Arts and entertainment 
A) Banking 
B) Beauty salon 
C) Insurance 
D) Laundry and dry cleaning 
E) Arts and entertainment E

Question 3

A service is any act, performance or __________ that one party can offer to another and that is essentially __________ and does not result in the __________ of anything.

Accepted Answer

A) product; tangible; ownership 
B) experience; tangible; production 
C) experience; intangible; ownership 
D) product; intangible; ownership 
E) thing; of value; transfer 
A) product; tangible; ownership 
B) experience; tangible; production 
C) experience; intangible; ownership 
D) product; intangible; ownership 
E) thing; of value; transfer C

Question 4

Arrange the following aspects of the customer value framework in sequential order:
1)develop positioning strategy
2)develop distinctive service concepts
3)understand target consumer needs and behaviours
4)create service value propositions

Accepted Answer

A) 1, 2, 4, 3 
B) 3, 1, 4, 2 
C) 3, 4, 2, 1 
D) 1, 3, 2, 4 
E) 2, 4, 1, 3 
A) 1, 2, 4, 3 
B) 3, 1, 4, 2 
C) 3, 4, 2, 1 
D) 1, 3, 2, 4 
E) 2, 4, 1, 3

Question 5

The distinction between services and manufactured goods has become increasingly blurred.

Accepted Answer

A) True 
 B)False

Question 6

When a possession is being processed there is no real need for the customer to be present.

Accepted Answer

A) True 
 B)False

Question 7

In a value delivery system, which of the following are examples of value-creating elements?

Accepted Answer

A) Advertising and public relations 
B) Unique value proposition and positioning 
C) Service quality and website 
D) Market focus and segments 
E) Economic activities and desired results 
A) Advertising and public relations 
B) Unique value proposition and positioning 
C) Service quality and website 
D) Market focus and segments 
E) Economic activities and desired results

Question 8

Customers only buy services where they perceive that the total benefits obtained exceed financial and other costs.

Accepted Answer

A) True 
 B)False

Question 9

In what parts of the world is the size of the service sector increasing?

Accepted Answer

A) In developed economies 
B) In developing economies 
C) In both developed and developing economies 
D) In Australia but in few other countries 
E) In most countries but not in Australia 
A) In developed economies 
B) In developing economies 
C) In both developed and developing economies 
D) In Australia but in few other countries 
E) In most countries but not in Australia

Question 10

In services, tangible elements create the most value.

Accepted Answer

A) True 
 B)False

Question 11

Soft drinks would be considered as __________ while a lawyer's advice would be considered __________.

Accepted Answer

A) balanced; tangible dominant 
B) intangible dominant; balanced 
C) balanced; intangible dominant 
D) tangible dominant; balanced 
E) tangible dominant; intangible dominant 
A) balanced; tangible dominant 
B) intangible dominant; balanced 
C) balanced; intangible dominant 
D) tangible dominant; balanced 
E) tangible dominant; intangible dominant

Question 12

Discuss the relevance of using the theatrical analogy 'backstage' and 'frontstage' to a fast-food operation as compared to a fine dining experience.

Accepted Answer

The theatrical analogy of "backstage" an

Question 13

Recent years have seen a growing demand for alternative health care services and a trend toward privatisation.How could these forces affect a local medical practice?

Accepted Answer

The growing demand for alternative healt

Question 14

Which of the following CANNOT be classified as a consumer service?

Accepted Answer

A) Architecture 
B) Telecommunications 
C) Restaurant 
D) Football match 
E) Airline 
A) Architecture 
B) Telecommunications 
C) Restaurant 
D) Football match 
E) Airline

Question 15

Which of the following terms has been used to describe such elements as the physical layout, ambience, background music and seating?

Accepted Answer

A) Fixed costs 
B) Service quality 
C) Servicescape 
D) Variable costs 
E) Backstage 
A) Fixed costs 
B) Service quality 
C) Servicescape 
D) Variable costs 
E) Backstage

Question 16

During a stay in a hotel, which of the following is NOT a tangible component?

Accepted Answer

A) The complimentary newspaper 
B) The towels 
C) The hotel bed 
D) The wake up call 
E) The room key 
A) The complimentary newspaper 
B) The towels 
C) The hotel bed 
D) The wake up call 
E) The room key

Question 17

It has been suggested that in the last 20 years countries like Australia and New Zealand have moved much of their low-technology manufacturing, which is labour intensive, to less developed economies such as Vietnam, Cambodia, and China.What is this process being labelled as?

Accepted Answer

A) Deregulation 
B) Globalisation 
C) Hollowing out effect 
D) Privatisation 
E) Economies of scale effect 
A) Deregulation 
B) Globalisation 
C) Hollowing out effect 
D) Privatisation 
E) Economies of scale effect

Question 18

Which of the following organisations could be classified as a national or global franchise network?

Accepted Answer

A) Coffee World 
B) H&R Block 
C) Snap Printing 
D) All of the above 
E) a and b only 
A) Coffee World 
B) H&R Block 
C) Snap Printing 
D) All of the above 
E) a and b only

Question 19

In many countries, increased government regulation has eliminated (or minimised) constraints on competitive activity in such industries as freight, rail services, securities, insurance and energy utilities.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following best represents a service directed at physical possessions?

Accepted Answer

A) Fitness centre 
B) Landscaping and lawn-mowing 
C) Education 
D) Legal services 
E) Beauty salon 
A) Fitness centre 
B) Landscaping and lawn-mowing 
C) Education 
D) Legal services 
E) Beauty salon

In some services, such as fast food restaurants, customers obtain ownership of tangible goods.

Which of the following best represents a service directed at people's minds?

A service is any act, performance or that one party can offer to another and that is essentially and does not result in the __ of anything.

Arrange the following aspects of the customer value framework in sequential order: 1)develop positioning strategy 2)develop distinctive service concepts 3)understand target consumer needs and behaviours 4)create service value propositions

The distinction between services and manufactured goods has become increasingly blurred.

When a possession is being processed there is no real need for the customer to be present.

In a value delivery system, which of the following are examples of value-creating elements?

Customers only buy services where they perceive that the total benefits obtained exceed financial and other costs.

In what parts of the world is the size of the service sector increasing?

In services, tangible elements create the most value.

Soft drinks would be considered as while a lawyer's advice would be considered .

Discuss the relevance of using the theatrical analogy 'backstage' and 'frontstage' to a fast-food operation as compared to a fine dining experience.

Recent years have seen a growing demand for alternative health care services and a trend toward privatisation.How could these forces affect a local medical practice?

Which of the following CANNOT be classified as a consumer service?

Which of the following terms has been used to describe such elements as the physical layout, ambience, background music and seating?

During a stay in a hotel, which of the following is NOT a tangible component?

It has been suggested that in the last 20 years countries like Australia and New Zealand have moved much of their low-technology manufacturing, which is labour intensive, to less developed economies such as Vietnam, Cambodia, and China.What is this process being labelled as?

Which of the following organisations could be classified as a national or global franchise network?

In many countries, increased government regulation has eliminated (or minimised) constraints on competitive activity in such industries as freight, rail services, securities, insurance and energy utilities.

Which of the following best represents a service directed at physical possessions?

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

Exam 1: Marketing in the service economy

In some services, such as fast food restaurants, customers obtain ownership of tangible goods.

Which of the following best represents a service directed at people's minds?

A service is any act, performance or __________ that one party can offer to another and that is essentially __________ and does not result in the __________ of anything.

Arrange the following aspects of the customer value framework in sequential order: 1)develop positioning strategy 2)develop distinctive service concepts 3)understand target consumer needs and behaviours 4)create service value propositions

The distinction between services and manufactured goods has become increasingly blurred.

When a possession is being processed there is no real need for the customer to be present.

In a value delivery system, which of the following are examples of value-creating elements?

Customers only buy services where they perceive that the total benefits obtained exceed financial and other costs.

In what parts of the world is the size of the service sector increasing?

In services, tangible elements create the most value.

Soft drinks would be considered as __________ while a lawyer's advice would be considered __________.

Discuss the relevance of using the theatrical analogy 'backstage' and 'frontstage' to a fast-food operation as compared to a fine dining experience.

Recent years have seen a growing demand for alternative health care services and a trend toward privatisation.How could these forces affect a local medical practice?

Which of the following CANNOT be classified as a consumer service?

Which of the following terms has been used to describe such elements as the physical layout, ambience, background music and seating?

During a stay in a hotel, which of the following is NOT a tangible component?

It has been suggested that in the last 20 years countries like Australia and New Zealand have moved much of their low-technology manufacturing, which is labour intensive, to less developed economies such as Vietnam, Cambodia, and China.What is this process being labelled as?

Which of the following organisations could be classified as a national or global franchise network?

In many countries, increased government regulation has eliminated (or minimised) constraints on competitive activity in such industries as freight, rail services, securities, insurance and energy utilities.

Which of the following best represents a service directed at physical possessions?

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

A service is any act, performance or that one party can offer to another and that is essentially and does not result in the __ of anything.

Soft drinks would be considered as while a lawyer's advice would be considered .