Question 1

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

Accepted Answer

Renters typically reserve a specific vehicle class or category rather than a specific brand or model. For example, car rental companies offer sub-compact, compact, mid-size, and luxury models. The brand of a subcompact may be a Volkswagen Beetle or a Geo Metro. Physical characteristics like color, upholstery, and the number of cup holders are more important to buyers. Consumer consideration of rental locations, insurance coverage, cleanliness of the vehicle and facilities, and ease of the reservation system are also considerations for rental services that differ from car dealerships.

Question 2

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

Accepted Answer

Low-tailored clothing
High-Internet banking

Question 3

What are the eight common differences between products and services?

Accepted Answer

1) Most service products cannot be inventoried, 2) intangible elements usually dominate value creation, 3) services are often difficult to visualize and understand, 4) customers may be involved in co-production, 5) people may be part of the service experience, 6) operational inputs and outputs tend to vary more widely, 7) the time factor frequently assumes great importance, and 8) distribution may take place through non-physical channels.

Question 4

How can firm develop effective marketing strategies?

Accepted Answer

Firms need to start first understanding

Question 5

Give an example of a government policy that has stimulated the transformation of a service industry.

Accepted Answer

Deregulation of the telecommun

Question 6

Services require a form of acquisition through which customers can obtain benefits.

Accepted Answer

A) True 
 B)False

Question 7

In order to design and implement effective service processes, which of the following are important considerations.

Accepted Answer

A) Operational inputs and outputs can vary 
B) Customers are often involved in co-production 
C) Demand and capacity need to be balanced. 
D) a & b 
E) a, b, & c 
A) Operational inputs and outputs can vary 
B) Customers are often involved in co-production 
C) Demand and capacity need to be balanced. 
D) a & b 
E) a, b, & c

Question 8

Give an example of an industry where production and consumption are separable.

Accepted Answer

Dry cleaning, lawn m

Question 9

Give an example of a service that offers access to physical environments as a form of rental.

Accepted Answer

Museums, theme parks

Question 10

Service production and consumption are always simultaneous

Accepted Answer

A) True 
 B)False

Question 11

Describe the seven Ps of service that would be involved in a banking service.

Accepted Answer

Product elements of banking would includ

Question 12

Which of the following is an example of co-production?

Accepted Answer

A) Withdrawing from an ATM 
B) Easting fast food 
C) Touring an aquarium 
D) Selling items on eBay 
E) Buying a stereo 
A) Withdrawing from an ATM 
B) Easting fast food 
C) Touring an aquarium 
D) Selling items on eBay 
E) Buying a stereo

Question 13

Service markets are shaped by all of the following except ____________.

Accepted Answer

A) government policies 
B) social changes 
C) global economic change 
D) business trends 
E) advances in information technology 
A) government policies 
B) social changes 
C) global economic change 
D) business trends 
E) advances in information technology

Question 14

Services account for 65% to 80% of the GDP in most developed nations.

Accepted Answer

A) True 
 B)False

Question 15

What are the three vital roles of promotion and education?

Accepted Answer

Providing needed information a

Question 16

Developments in IT and communication include all of the following, except ____________.

Accepted Answer

A) User-generated content 
B) Artificial technologies 
C) Internet of Things 
D) Social Changes 
A) User-generated content 
B) Artificial technologies 
C) Internet of Things 
D) Social Changes

Question 17

The Internet is transferring power from suppliers to customers, especially in consumer markets.

Accepted Answer

A) True 
 B)False

Question 18

Despite advances in technology, many services will always need direct interaction between customers and service employees.

Accepted Answer

A) True 
 B)False

Question 19

Links in the Service-Profit Chain include all of the following except

Accepted Answer

A) Customer loyalty, 
B) Revenue growth 
C) Service quality 
D) Employee loyalty 
E) Top management leadership 
A) Customer loyalty, 
B) Revenue growth 
C) Service quality 
D) Employee loyalty 
E) Top management leadership

Question 20

Which of the following are included in the four categories of services processing.

Accepted Answer

A) People processing 
B) Possession processing 
C) Mental stimulus processing 
D) Information processing 
E) All of the above 
A) People processing 
B) Possession processing 
C) Mental stimulus processing 
D) Information processing 
E) All of the above

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

What are the eight common differences between products and services?

How can firm develop effective marketing strategies?

Give an example of a government policy that has stimulated the transformation of a service industry.

Services require a form of acquisition through which customers can obtain benefits.

In order to design and implement effective service processes, which of the following are important considerations.

Give an example of an industry where production and consumption are separable.

Give an example of a service that offers access to physical environments as a form of rental.

Service production and consumption are always simultaneous

Describe the seven Ps of service that would be involved in a banking service.

Which of the following is an example of co-production?

Service markets are shaped by all of the following except ____________.

Services account for 65% to 80% of the GDP in most developed nations.

What are the three vital roles of promotion and education?

Developments in IT and communication include all of the following, except ____________.

The Internet is transferring power from suppliers to customers, especially in consumer markets.

Despite advances in technology, many services will always need direct interaction between customers and service employees.

Links in the Service-Profit Chain include all of the following except

Which of the following are included in the four categories of services processing.

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters

Exam 1: Introduction to Services Marketing

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

What are the eight common differences between products and services?

How can firm develop effective marketing strategies?

Give an example of a government policy that has stimulated the transformation of a service industry.

Services require a form of acquisition through which customers can obtain benefits.

In order to design and implement effective service processes, which of the following are important considerations.

Give an example of an industry where production and consumption are separable.

Give an example of a service that offers access to physical environments as a form of rental.

Service production and consumption are always simultaneous

Describe the seven Ps of service that would be involved in a banking service.

Which of the following is an example of co-production?

Service markets are shaped by all of the following except ____________.

Services account for 65% to 80% of the GDP in most developed nations.

What are the three vital roles of promotion and education?

Developments in IT and communication include all of the following, except ____________.

The Internet is transferring power from suppliers to customers, especially in consumer markets.

Despite advances in technology, many services will always need direct interaction between customers and service employees.

Links in the Service-Profit Chain include all of the following except

Which of the following are included in the four categories of services processing.

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters