Question 1

Services delivered through machinery such as computer kiosks,ATMs,and vending machines can reduce the ____ that comes from increased contact with human employees.

Accepted Answer

A) intangibility 
B) perishability 
C) inseparability 
D) heterogeneity 
E) tangibility 
A) intangibility 
B) perishability 
C) inseparability 
D) heterogeneity 
E) tangibility

Question 2

As Stan and Anna Walicki meet with the account representative at Landmark Bank,they are shown a sample of what their monthly statement will look like.Providing such sample documents allows Landmark to add tangibility to which of the following service qualities?

Accepted Answer

A) Experience 
B) Credence 
C) Search 
D) Perishability 
E) Inseparability 
A) Experience 
B) Credence 
C) Search 
D) Perishability 
E) Inseparability

Question 3

Many cellular phone plans contain a certain number of anytime minutes and then either significantly more or even unlimited night and weekend minutes.This is an example of

Accepted Answer

A) time-based pricing. 
B) off-peak demand. 
C) demand-based pricing. 
D) time dependence pricing. 
E) bundled costing. 
A) time-based pricing. 
B) off-peak demand. 
C) demand-based pricing. 
D) time dependence pricing. 
E) bundled costing.

Question 4

The education a student gets is an example of the intangibility of services.

Accepted Answer

A) True 
 B)False

Question 5

What are the three primary ways that marketers deliver services?

Accepted Answer

A) Over the phone,online,or in-person 
B) Continuously,periodically,or on demand 
C) At the customer's home,in-person,or by telecommunications 
D) Through service centers,delivery vehicles,or the mail 
E) Service facilities,customer's home,or from a distance 
A) Over the phone,online,or in-person 
B) Continuously,periodically,or on demand 
C) At the customer's home,in-person,or by telecommunications 
D) Through service centers,delivery vehicles,or the mail 
E) Service facilities,customer's home,or from a distance

Question 6

Marketing attempts only to provide a body of knowledge and concepts to help further an organization's goals.

Accepted Answer

A) True 
 B)False

Question 7

Because of inseparability of the consumption and production of services,customers are often present when a service is produced.

Accepted Answer

A) True 
 B)False

Question 8

Tangible attributes such as color,style,size,feel,or fit that can be evaluated prior to purchase are known as search qualities.

Accepted Answer

A) True 
 B)False

Question 9

Because most services are people-based,they are susceptible to heterogeneity,or variation in demand over time.

Accepted Answer

A) True 
 B)False

Question 10

State and local government regulations do not affect the pricing of services.

Accepted Answer

A) True 
 B)False

Question 11

Consumers look closely at service quality when comparing competing services because

Accepted Answer

A) they perceive all services to be essentially the same. 
B) they typically have very few services from which to select. 
C) all services are priced about the same. 
D) quality is the only relevant service characteristic. 
E) services are very difficult to evaluate. 
A) they perceive all services to be essentially the same. 
B) they typically have very few services from which to select. 
C) all services are priced about the same. 
D) quality is the only relevant service characteristic. 
E) services are very difficult to evaluate.

Question 12

Service quality is defined as the company's perception of how well a service meets or exceeds customer expectations.

Accepted Answer

A) True 
 B)False

Question 13

Explain how the characteristics of services affect the development and management of marketing mixes.

Accepted Answer

The answer of Explain how the characteristics of services affect...

Question 14

The intangible nature of services often leads customers to use prices as a measuring tool for quality.

Accepted Answer

A) True 
 B)False

Question 15

Segmentation concepts and techniques used to segment and identify target markets are not applicable to reaching nonprofit target markets.

Accepted Answer

A) True 
 B)False

Question 16

When a customer takes part in the production of a service,other customers can affect the outcome of the service.

Accepted Answer

A) True 
 B)False

Question 17

The response that a nonprofit organization desires from its target market or public may be a change in values,financial contributions,or the donation of services.

Accepted Answer

A) True 
 B)False

Question 18

Service marketers make promises to customers,suggesting that the customer place some degree of trust in the service provider.In this way,service marketers are trying to address the challenge of the service characteristic of

Accepted Answer

A) perishability. 
B) heterogeneity. 
C) inseparability. 
D) intangibility. 
E) customer contact. 
A) perishability. 
B) heterogeneity. 
C) inseparability. 
D) intangibility. 
E) customer contact.

Question 19

Personal trainers cannot complete their work without their clients present because of the ____ feature of services.

Accepted Answer

A) perishability 
B) intangibility 
C) inseparability 
D) heterogeneity 
E) tangibility 
A) perishability 
B) intangibility 
C) inseparability 
D) heterogeneity 
E) tangibility

Question 20

List and explain the six distinguishing characteristics of service products.Then discuss some of the marketing issues and problems associated with each characteristic.

Accepted Answer

The answer of List and explain the six distinguishing characteristics...

Exam 13: Services Marketing

Services delivered through machinery such as computer kiosks,ATMs,and vending machines can reduce the ____ that comes from increased contact with human employees.

As Stan and Anna Walicki meet with the account representative at Landmark Bank,they are shown a sample of what their monthly statement will look like.Providing such sample documents allows Landmark to add tangibility to which of the following service qualities?

Many cellular phone plans contain a certain number of anytime minutes and then either significantly more or even unlimited night and weekend minutes.This is an example of

The education a student gets is an example of the intangibility of services.

What are the three primary ways that marketers deliver services?

Marketing attempts only to provide a body of knowledge and concepts to help further an organization's goals.

Because of inseparability of the consumption and production of services,customers are often present when a service is produced.

Tangible attributes such as color,style,size,feel,or fit that can be evaluated prior to purchase are known as search qualities.

Because most services are people-based,they are susceptible to heterogeneity,or variation in demand over time.

State and local government regulations do not affect the pricing of services.

Consumers look closely at service quality when comparing competing services because

Service quality is defined as the company's perception of how well a service meets or exceeds customer expectations.

Explain how the characteristics of services affect the development and management of marketing mixes.

The intangible nature of services often leads customers to use prices as a measuring tool for quality.

Segmentation concepts and techniques used to segment and identify target markets are not applicable to reaching nonprofit target markets.

When a customer takes part in the production of a service,other customers can affect the outcome of the service.

The response that a nonprofit organization desires from its target market or public may be a change in values,financial contributions,or the donation of services.

Service marketers make promises to customers,suggesting that the customer place some degree of trust in the service provider.In this way,service marketers are trying to address the challenge of the service characteristic of

Personal trainers cannot complete their work without their clients present because of the ____ feature of services.

List and explain the six distinguishing characteristics of service products.Then discuss some of the marketing issues and problems associated with each characteristic.

An Overview of Strategic Marketing

Planning, Implementing, and Evaluating Marketing Strategies

The Marketing Environment

Social Responsibility and Ethics in Marketing

Marketing Research and Information Systems

Target Markets: Segmentation and Evaluation

Consumer Buying Behavior

Business Markets and Buying Behavior

Reaching Global Markets

Digital Marketing and Social Networking

Product Concepts

Developing and Managing Products

Branding and Packaging

Marketing Channels and Supply-Chain Management

Retailing, direct Marketing, and Wholesaling

Integrated Marketing Communications

Advertising and Public Relations

Personal Selling and Sales Promotion

Pricing Concepts

Setting Prices

Filters