Question 1

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Accepted Answer

A) True 
 B)False

Question 2

Customers may go beyond the money to assess how much time and effort are involved in service consumption

Accepted Answer

A) True 
 B)False

Question 3

The three additional Ps of services marketing that extend the original four Ps of marketing are _____________, _____________, and _____________.

Accepted Answer

A) product; price; place; promotion 
B) prospects; process; people; promotion 
C) physical environment; process; people 
D) prosperity; process; people; promotion 
E) physical environment; prosperity; planning; process 
A) product; price; place; promotion 
B) prospects; process; people; promotion 
C) physical environment; process; people 
D) prosperity; process; people; promotion 
E) physical environment; prosperity; planning; process

Question 4

Services can be outsourced today to cheaper destinations anywhere in the world.

Accepted Answer

A) True 
 B)False

Question 5

There are several reasons why the services sector is increasing in almost all countries around the world. Which is not one of the contributing reasons?

Accepted Answer

A) The knowledge-based industries are growing. 
B) Countries are less dependent on agriculture. 
C) Some manufacturing firms are now focusing on marketing services as wec. 
D) The construction and manufacturing industries are booming. 
E) More companies are outsourcing some of their service components. 
A) The knowledge-based industries are growing. 
B) Countries are less dependent on agriculture. 
C) Some manufacturing firms are now focusing on marketing services as wec. 
D) The construction and manufacturing industries are booming. 
E) More companies are outsourcing some of their service components.

Question 6

HR is often seen from a strategic perspective than a staff function

Accepted Answer

A) True 
 B)False

Question 7

The non-ownership perspective to define Services includes the following.

Accepted Answer

A) Time-based 
B) Rental 
C) Exchange for money, time and effort 
D) Expectation to obtain value 
A) Time-based 
B) Rental 
C) Exchange for money, time and effort 
D) Expectation to obtain value

Question 8

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Accepted Answer

The travel

Question 9

Service firms have reservations systems because

Accepted Answer

A) intangible elements usually dominate value creation. 
B) most service products cannot e inventoried. 
C) distribution may take place through non-physical channels. 
D) customers may be involved in co-production. 
E) all of the above. 
A) intangible elements usually dominate value creation. 
B) most service products cannot e inventoried. 
C) distribution may take place through non-physical channels. 
D) customers may be involved in co-production. 
E) all of the above.

Question 10

Airbnb is an example of peer-to-peer service.

Accepted Answer

A) True 
 B)False

Question 11

A movie theater seat is an example of _____________.

Accepted Answer

A) renting durable goods 
B) closely engaging customers in the service process 
C) renting portions of a larger physical entity 
D) the centrality of time to services 
E) differences in customer choice criteria 
A) renting durable goods 
B) closely engaging customers in the service process 
C) renting portions of a larger physical entity 
D) the centrality of time to services 
E) differences in customer choice criteria

Question 12

Education is an example of a/an _____________ service.

Accepted Answer

A) people-processing 
B) information processing 
C) mental stimulus processing 
D) possession-processing 
E) physical processing 
A) people-processing 
B) information processing 
C) mental stimulus processing 
D) possession-processing 
E) physical processing

Question 13

China is experiencing rapid economic growth and this stimulates demand for production and business services.

Accepted Answer

A) True 
 B)False

Question 14

The dramatic development of Government policies is the most important force transforming service markets

Accepted Answer

A) True 
 B)False

Question 15

Give an example of a service that offers labor and expertise rental.

Accepted Answer

Car repair

Question 16

Give an example of how the Internet is changing the face of service industries.

Accepted Answer

The Internet is transferring power from

Question 17

The service framework for developing effective service strategies excludes _________________.

Accepted Answer

A) understanding service products, consumers and markets 
B) managing the competitive landscape 
C) applying the 4 Ps of marketing to services 
D) designing and managing the customer interface 
E) developing customer relationships 
A) understanding service products, consumers and markets 
B) managing the competitive landscape 
C) applying the 4 Ps of marketing to services 
D) designing and managing the customer interface 
E) developing customer relationships

Question 18

Define services.

Accepted Answer

Services are economic activities offered

Question 19

What are the five broad categories within the non-ownership framework?

Accepted Answer

Rented goods, defined space an

Question 20

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

Accepted Answer

Theme parks are a good example of custom

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Customers may go beyond the money to assess how much time and effort are involved in service consumption

The three additional Ps of services marketing that extend the original four Ps of marketing are _______, _, and _______.

Services can be outsourced today to cheaper destinations anywhere in the world.

There are several reasons why the services sector is increasing in almost all countries around the world. Which is not one of the contributing reasons?

HR is often seen from a strategic perspective than a staff function

The non-ownership perspective to define Services includes the following.

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Service firms have reservations systems because

Airbnb is an example of peer-to-peer service.

A movie theater seat is an example of _____________.

Education is an example of a/an _____________ service.

China is experiencing rapid economic growth and this stimulates demand for production and business services.

The dramatic development of Government policies is the most important force transforming service markets

Give an example of a service that offers labor and expertise rental.

Give an example of how the Internet is changing the face of service industries.

The service framework for developing effective service strategies excludes _________________.

Define services.

What are the five broad categories within the non-ownership framework?

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

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

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Customers may go beyond the money to assess how much time and effort are involved in service consumption

The three additional Ps of services marketing that extend the original four Ps of marketing are _____________, _____________, and _____________.

Services can be outsourced today to cheaper destinations anywhere in the world.

There are several reasons why the services sector is increasing in almost all countries around the world. Which is not one of the contributing reasons?

HR is often seen from a strategic perspective than a staff function

The non-ownership perspective to define Services includes the following.

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Service firms have reservations systems because

Airbnb is an example of peer-to-peer service.

A movie theater seat is an example of _____________.

Education is an example of a/an _____________ service.

China is experiencing rapid economic growth and this stimulates demand for production and business services.

The dramatic development of Government policies is the most important force transforming service markets

Give an example of a service that offers labor and expertise rental.

Give an example of how the Internet is changing the face of service industries.

The service framework for developing effective service strategies excludes _________________.

Define services.

What are the five broad categories within the non-ownership framework?

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

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

The three additional Ps of services marketing that extend the original four Ps of marketing are _______, _, and _______.