Question 1

The services sector represents about what share of Australia's GDP?

Accepted Answer

A) Less than 10 per cent 
B) About 25 per cent 
C) About half 
D) More than 70 per cent 
E) Almost 100 per cent 
A) Less than 10 per cent 
B) About 25 per cent 
C) About half 
D) More than 70 per cent 
E) Almost 100 per cent

Question 2

The phrase 'mentally intangible' means that it is difficult for the customer to visualise the experience in advance.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following services could be said to be the most intangible?

Accepted Answer

A) Airline 
B) Hotel 
C) Consultancy firm 
D) Fast food outlet 
E) Taxi firm 
A) Airline 
B) Hotel 
C) Consultancy firm 
D) Fast food outlet 
E) Taxi firm

Question 4

Intangible elements usually dominate value creation.

Accepted Answer

A) True 
 B)False

Question 5

Bitner, Booms and Tetreault suggest seven Ps of service by adding which of the following into the traditional four Ps?

Accepted Answer

A) People, physical evidence and process 
B) Physical evidence, place and price 
C) Packaging, product and price 
D) Process, practicality and presence 
E) Price, promotion and place 
A) People, physical evidence and process 
B) Physical evidence, place and price 
C) Packaging, product and price 
D) Process, practicality and presence 
E) Price, promotion and place

Question 6

In a service delivery system, customers are typically exposed to service people, equipment, other customers, and ______________.

Accepted Answer

A) the technical core 
B) interior and exterior facilities 
C) the backstage 
D) the human resource function 
E) advertising 
A) the technical core 
B) interior and exterior facilities 
C) the backstage 
D) the human resource function 
E) advertising

Question 7

The _________ a product or service is to __________ in advance of purchase and use, the greater the __________ for the customer.

Accepted Answer

A) harder; evaluate; experience value 
B) easier; evaluate; perceived risk 
C) easier; pay for; enjoyment; increase 
D) more difficult; understand; time risk 
E) harder; evaluate; perceived risk 
A) harder; evaluate; experience value 
B) easier; evaluate; perceived risk 
C) easier; pay for; enjoyment; increase 
D) more difficult; understand; time risk 
E) harder; evaluate; perceived risk

Question 8

Using the examples of a retail furniture store, a hotel and a business consultancy, explain why services are more difficult for customers to evaluate.

Accepted Answer

Services are more difficult for customer

Question 9

Increasingly, services that have previously been the domain of government are being deregulated and privatised.What effect has this had on the need for marketing within these organisations?

Accepted Answer

The deregulation and privatization of go

Question 10

Services can be classified according to whether they are customised or standardised.

Accepted Answer

A) True 
 B)False

Question 11

The acronym 'SST' stands for self-service technology.

Accepted Answer

A) True 
 B)False

Question 12

In a visit to a dentist surgery, which of the following would NOT be classed as physical evidence?

Accepted Answer

A) Healthy plants in the waiting room 
B) Uniforms worn by the dentist and staff 
C) Teeth cleaning, x-rays and filling 
D) Framed university degrees 
E) Business cards listing professional affiliations 
A) Healthy plants in the waiting room 
B) Uniforms worn by the dentist and staff 
C) Teeth cleaning, x-rays and filling 
D) Framed university degrees 
E) Business cards listing professional affiliations

Question 13

Which of the following is NOT a reason for the rapid growth of services?

Accepted Answer

A) Government deregulation of service industries 
B) Banning advertising and promotional activities for professional services 
C) Privatisation of previously government-controlled services 
D) The emergence of a global middle class demanding more and better services 
E) Professional services and franchises competing globally 
A) Government deregulation of service industries 
B) Banning advertising and promotional activities for professional services 
C) Privatisation of previously government-controlled services 
D) The emergence of a global middle class demanding more and better services 
E) Professional services and franchises competing globally

Question 14

Using the example of a medical surgery or a hair salon, discuss the generic differences between goods and services and their marketing implications.

Accepted Answer

Goods and services are two different typ

Question 15

Which of the following is a reason why business demand for services is growing?

Accepted Answer

A) Companies are outsourcing more tasks to focus on their core business. 
B) Service firms face more and more global competition. 
C) Service science is becoming a legitimate field of study in its own right. 
D) Consumers are routinely using a vast array of services. 
E) Some service purchases involve careful thought and memorable experiences. 
A) Companies are outsourcing more tasks to focus on their core business. 
B) Service firms face more and more global competition. 
C) Service science is becoming a legitimate field of study in its own right. 
D) Consumers are routinely using a vast array of services. 
E) Some service purchases involve careful thought and memorable experiences.

Question 16

Which of the following mental-stimulus processes are not able to be transmitted to customers in distant locations?

Accepted Answer

A) Music 
B) Teaching 
C) Religious service 
D) Training 
E) None of the above 
A) Music 
B) Teaching 
C) Religious service 
D) Training 
E) None of the above

Question 17

Lovelock (2015) suggests service processes can be classified based on which of the following?

Accepted Answer

A) Whether the activity is directed at people or their possessions 
B) Whether the activity is tangible or intangible 
C) Whether the individual involved is part of the target segment 
D) b and c 
E) a and b 
A) Whether the activity is directed at people or their possessions 
B) Whether the activity is tangible or intangible 
C) Whether the individual involved is part of the target segment 
D) b and c 
E) a and b

Question 18

As service delivery systems rely more heavily on information technology and self-service, the __________ component of the service operations system is shrinking and the service itself is moving from higher to lower levels of __________.

Accepted Answer

A) visible; contact 
B) invisible; experience 
C) visible; satisfaction 
D) invisible; cost effectiveness 
E) visible; cost effectiveness 
A) visible; contact 
B) invisible; experience 
C) visible; satisfaction 
D) invisible; cost effectiveness 
E) visible; cost effectiveness

Question 19

Which one of the following is NOT an example of an intangible component of a restaurant meal?

Accepted Answer

A) The cleanliness of employees' uniforms 
B) The waiter or waitress taking a customer's order 
C) The availability of credit card payment 
D) Calling a taxi on behalf of the customer to take the customer home 
E) Advice provided by the wine steward 
A) The cleanliness of employees' uniforms 
B) The waiter or waitress taking a customer's order 
C) The availability of credit card payment 
D) Calling a taxi on behalf of the customer to take the customer home 
E) Advice provided by the wine steward

Question 20

The service 'performance' can be provided in terms of both tangible and intangible services.

Accepted Answer

A) True 
 B)False

The services sector represents about what share of Australia's GDP?

The phrase 'mentally intangible' means that it is difficult for the customer to visualise the experience in advance.

Which of the following services could be said to be the most intangible?

Intangible elements usually dominate value creation.

Bitner, Booms and Tetreault suggest seven Ps of service by adding which of the following into the traditional four Ps?

In a service delivery system, customers are typically exposed to service people, equipment, other customers, and ______________.

The _ a product or service is to in advance of purchase and use, the greater the ____ for the customer.

Using the examples of a retail furniture store, a hotel and a business consultancy, explain why services are more difficult for customers to evaluate.

Increasingly, services that have previously been the domain of government are being deregulated and privatised.What effect has this had on the need for marketing within these organisations?

Services can be classified according to whether they are customised or standardised.

The acronym 'SST' stands for self-service technology.

In a visit to a dentist surgery, which of the following would NOT be classed as physical evidence?

Which of the following is NOT a reason for the rapid growth of services?

Using the example of a medical surgery or a hair salon, discuss the generic differences between goods and services and their marketing implications.

Which of the following is a reason why business demand for services is growing?

Which of the following mental-stimulus processes are not able to be transmitted to customers in distant locations?

Lovelock (2015) suggests service processes can be classified based on which of the following?

As service delivery systems rely more heavily on information technology and self-service, the component of the service operations system is shrinking and the service itself is moving from higher to lower levels of .

Which one of the following is NOT an example of an intangible component of a restaurant meal?

The service 'performance' can be provided in terms of both tangible and intangible services.

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

The services sector represents about what share of Australia's GDP?

The phrase 'mentally intangible' means that it is difficult for the customer to visualise the experience in advance.

Which of the following services could be said to be the most intangible?

Intangible elements usually dominate value creation.

Bitner, Booms and Tetreault suggest seven Ps of service by adding which of the following into the traditional four Ps?

In a service delivery system, customers are typically exposed to service people, equipment, other customers, and ______________.

The _________ a product or service is to __________ in advance of purchase and use, the greater the __________ for the customer.

Using the examples of a retail furniture store, a hotel and a business consultancy, explain why services are more difficult for customers to evaluate.

Increasingly, services that have previously been the domain of government are being deregulated and privatised.What effect has this had on the need for marketing within these organisations?

Services can be classified according to whether they are customised or standardised.

The acronym 'SST' stands for self-service technology.

In a visit to a dentist surgery, which of the following would NOT be classed as physical evidence?

Which of the following is NOT a reason for the rapid growth of services?

Using the example of a medical surgery or a hair salon, discuss the generic differences between goods and services and their marketing implications.

Which of the following is a reason why business demand for services is growing?

Which of the following mental-stimulus processes are not able to be transmitted to customers in distant locations?

Lovelock (2015) suggests service processes can be classified based on which of the following?

As service delivery systems rely more heavily on information technology and self-service, the __________ component of the service operations system is shrinking and the service itself is moving from higher to lower levels of __________.

Which one of the following is NOT an example of an intangible component of a restaurant meal?

The service 'performance' can be provided in terms of both tangible and intangible services.

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

The _ a product or service is to in advance of purchase and use, the greater the ____ for the customer.

As service delivery systems rely more heavily on information technology and self-service, the component of the service operations system is shrinking and the service itself is moving from higher to lower levels of .