Question 1

Both production and consumption of services occur at the same time.

Accepted Answer

A) True 
 B)False

Question 2

When Expedia.com offers a special price for customers who chose an airline ticket, hotel, and a rental car, it is using ____

Accepted Answer

A) bundled-pricing. 
B) time-based pricing. 
C) off-peak demand pricing. 
D) preferred demand. 
E) time dependent pricing. 
A) bundled-pricing. 
B) time-based pricing. 
C) off-peak demand pricing. 
D) preferred demand. 
E) time dependent pricing.

Question 3

Which of the following is similar for both for-profit and nonprofit marketing?

Accepted Answer

A) Emphasis on profit as a motive 
B) Ability to use effective marketing activities 
C) Concern for the entry of competitors into the field 
D) Complexity of the typical distribution channels 
E) Definition of target markets 
A) Emphasis on profit as a motive 
B) Ability to use effective marketing activities 
C) Concern for the entry of competitors into the field 
D) Complexity of the typical distribution channels 
E) Definition of target markets

Question 4

Scenario 13.2
Use the following to answer the questions.
Kaycee Petit needed to find a new company to prepare her tax return this year. Kaycee looked in the yellow pages of the phone book, and went on the Internet to find information about any tax preparers in the area. She found the names and numbers of several accountants, as well as the popular HR Block and Jackson Hewitt. Since Kaycee had a somewhat complicated financial situation, she decided on using an accountant rather than the two popular companies. Kaycee found the websites of three of the accountants, but the other two were not on the Internet. She visited the offices of the three accounts who had websites. The first office was in a somewhat "seedy" part of town, but had a nice interior and a receptionist. The second office was in a nicer part of town, but did not have any employees other than the accountant, and had old furniture and old carpet. The third office was all around in better condition and Kaycee felt better about its accountant, so she decided on him.
-Refer to Scenario 13.2. When Kaycee visited the accountants' offices and used the look of the surroundings, as well as the office furniture condition in her evaluation of the service business, she was most likely using the elements of the ____ dimension of service quality.

Accepted Answer

A) tangibles 
B) reliability 
C) empathy 
D) assurance 
E) responsiveness 
A) tangibles 
B) reliability 
C) empathy 
D) assurance 
E) responsiveness

Question 5

Select the true statement about nonprofit marketing.

Accepted Answer

A) The chief beneficiaries of a nonprofit organization are the owners or stockholders. 
B) The planning of market strategies requires less refinement and coordination of goals in the nonprofit field than in the for-profit field. 
C) Major nonprofit marketers in the United States are social causes and charitable organizations. 
D) Marketing goals in nonprofit activities cannot be determined. 
E) All nonprofit organizations that have adopted the marketing concept have been successful. 
A) The chief beneficiaries of a nonprofit organization are the owners or stockholders. 
B) The planning of market strategies requires less refinement and coordination of goals in the nonprofit field than in the for-profit field. 
C) Major nonprofit marketers in the United States are social causes and charitable organizations. 
D) Marketing goals in nonprofit activities cannot be determined. 
E) All nonprofit organizations that have adopted the marketing concept have been successful.

Question 6

Many services base their success on building a group of satisfied customers who use their services on a regular basis over long periods of time. This critical component of success is referred to as

Accepted Answer

A) partnerships. 
B) repeated customer contact. 
C) inseparable clientele. 
D) long-term customers. 
E) client-based relationships. 
A) partnerships. 
B) repeated customer contact. 
C) inseparable clientele. 
D) long-term customers. 
E) client-based relationships.

Question 7

How does the promotion of services differ from the promotion of goods?

Accepted Answer

The answer of How does the promotion of services differ...

Question 8

In an attempt to attract customers, service marketers often promise great results and satisfaction to customers, but marketers should be careful not to

Accepted Answer

A) deliver on these promises and risk financial losses and the success of the company. 
B) promise less than they can actually deliver and keep customers away. 
C) make the appearance of their facilities consistent with their promises to customers. 
D) promise too much and cause customer expectations beyond what they can deliver. 
E) make the quality of their services too tangible in the eyes of the customer. 
A) deliver on these promises and risk financial losses and the success of the company. 
B) promise less than they can actually deliver and keep customers away. 
C) make the appearance of their facilities consistent with their promises to customers. 
D) promise too much and cause customer expectations beyond what they can deliver. 
E) make the quality of their services too tangible in the eyes of the customer.

Question 9

What specific marketing problems are experienced by a provider of high-contact services that are not experienced by a provider of low-contact services?

Accepted Answer

The answer of What specific marketing problems are experienced by...

Question 10

Most products possess a certain degree of intangibility.

Accepted Answer

A) True 
 B)False

Question 11

Nonprofit organizations usually have more diverse groups to serve than do for-profit organizations.

Accepted Answer

A) True 
 B)False

Question 12

The two levels of expectations that consumers generally have about services are

Accepted Answer

A) acceptable and unacceptable. 
B) desired and undesired. 
C) reliable and unreliable. 
D) acceptable and desired. 
E) tolerable and desired. 
A) acceptable and unacceptable. 
B) desired and undesired. 
C) reliable and unreliable. 
D) acceptable and desired. 
E) tolerable and desired.

Question 13

Advertisements for services use tangible cues to help customers understand the intangible attributes associated with a particular service.

Accepted Answer

A) True 
 B)False

Question 14

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 15

Demand-based pricing means lower prices during times of lower demand and higher prices during times of higher demand.

Accepted Answer

A) True 
 B)False

Question 16

A first class airline ticket offers a ____ service of transportation as well as ____ services of drink and food service, special boarding rights, and extra customer service.

Accepted Answer

A) primary; secondary 
B) core; supplementary 
C) bundled; extra 
D) complementary; main 
E) major; minor 
A) primary; secondary 
B) core; supplementary 
C) bundled; extra 
D) complementary; main 
E) major; minor

Question 17

Brittany recently moved to a new city and is trying to find a new mechanic to do maintenance and repair on her car. She visits several places to judge their overall appearance, cleanliness, and organization and finally chooses a mechanic. Brittany was trying to overcome the ____ aspect of services.

Accepted Answer

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

Question 18

Kate, owner of K's Tanning Salon, looks at the day's appointment schedule and notices that it is completely full. She wishes some of the empty tanning beds from earlier in the week were available on this Saturday afternoon. Kate's problem deals with the ____ characteristic of services.

Accepted Answer

A) credence 
B) heterogeneity 
C) perishability 
D) search 
E) inseparability 
A) credence 
B) heterogeneity 
C) perishability 
D) search 
E) inseparability

Question 19

A nonprofit organization may exist in an environment in which its goals are opposed by some members of society.

Accepted Answer

A) True 
 B)False

Question 20

The fact the services cannot be inventoried and then sold at a later date is called

Accepted Answer

A) intangibility. 
B) heterogeneity. 
C) inseparability. 
D) perishability. 
E) nonstorability. 
A) intangibility. 
B) heterogeneity. 
C) inseparability. 
D) perishability. 
E) nonstorability.

Both production and consumption of services occur at the same time.

When Expedia.com offers a special price for customers who chose an airline ticket, hotel, and a rental car, it is using ____

Which of the following is similar for both for-profit and nonprofit marketing?

Select the true statement about nonprofit marketing.

Many services base their success on building a group of satisfied customers who use their services on a regular basis over long periods of time. This critical component of success is referred to as

How does the promotion of services differ from the promotion of goods?

In an attempt to attract customers, service marketers often promise great results and satisfaction to customers, but marketers should be careful not to

What specific marketing problems are experienced by a provider of high-contact services that are not experienced by a provider of low-contact services?

Most products possess a certain degree of intangibility.

Nonprofit organizations usually have more diverse groups to serve than do for-profit organizations.

The two levels of expectations that consumers generally have about services are

Advertisements for services use tangible cues to help customers understand the intangible attributes associated with a particular service.

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

Demand-based pricing means lower prices during times of lower demand and higher prices during times of higher demand.

A first class airline ticket offers a service of transportation as well as services of drink and food service, special boarding rights, and extra customer service.

Brittany recently moved to a new city and is trying to find a new mechanic to do maintenance and repair on her car. She visits several places to judge their overall appearance, cleanliness, and organization and finally chooses a mechanic. Brittany was trying to overcome the ____ aspect of services.

Kate, owner of K's Tanning Salon, looks at the day's appointment schedule and notices that it is completely full. She wishes some of the empty tanning beds from earlier in the week were available on this Saturday afternoon. Kate's problem deals with the ____ characteristic of services.

A nonprofit organization may exist in an environment in which its goals are opposed by some members of society.

The fact the services cannot be inventoried and then sold at a later date is called

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

Exam 13: Services Marketing

Both production and consumption of services occur at the same time.

When Expedia.com offers a special price for customers who chose an airline ticket, hotel, and a rental car, it is using ____

Which of the following is similar for both for-profit and nonprofit marketing?

Select the true statement about nonprofit marketing.

Many services base their success on building a group of satisfied customers who use their services on a regular basis over long periods of time. This critical component of success is referred to as

How does the promotion of services differ from the promotion of goods?

In an attempt to attract customers, service marketers often promise great results and satisfaction to customers, but marketers should be careful not to

What specific marketing problems are experienced by a provider of high-contact services that are not experienced by a provider of low-contact services?

Most products possess a certain degree of intangibility.

Nonprofit organizations usually have more diverse groups to serve than do for-profit organizations.

The two levels of expectations that consumers generally have about services are

Advertisements for services use tangible cues to help customers understand the intangible attributes associated with a particular service.

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

Demand-based pricing means lower prices during times of lower demand and higher prices during times of higher demand.

A first class airline ticket offers a ____ service of transportation as well as ____ services of drink and food service, special boarding rights, and extra customer service.

Brittany recently moved to a new city and is trying to find a new mechanic to do maintenance and repair on her car. She visits several places to judge their overall appearance, cleanliness, and organization and finally chooses a mechanic. Brittany was trying to overcome the ____ aspect of services.

Kate, owner of K's Tanning Salon, looks at the day's appointment schedule and notices that it is completely full. She wishes some of the empty tanning beds from earlier in the week were available on this Saturday afternoon. Kate's problem deals with the ____ characteristic of services.

A nonprofit organization may exist in an environment in which its goals are opposed by some members of society.

The fact the services cannot be inventoried and then sold at a later date is called

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

A first class airline ticket offers a service of transportation as well as services of drink and food service, special boarding rights, and extra customer service.