Exam 12: Services Marketing

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage,unlike a pair of shoes,cannot be felt before she buys it.Sarah realizes massages have ________ properties.

The highest inventory carrying costs would most likely be for which of the following services?

All of the following are benefits to be stressed during the promotion of services except which?

The brochure for Spa Sydell has photographs of people enjoying the various spa amenities.By seeing the pictures of available treatments at the spa,a customer has a better idea of what she is buying.Spa Sydell uses a brochure to help customers deal with the ________ that is associated with using the service.

To help consumers ________,marketers try to make them tangible or show the benefits of using the service.

According to the service continuum,what are offerings such as neckties,dog food,and tailored suits?

What is the difference between intangibility and inseparability of services?

What do a security guard,a plumber,and a management consultant have in common?

In a capacity management report from a well-known carrier in the airline industry,the yield is 9.83 cents,load factor is 82.1 percent,and operating expense is 8.28 cents.From these details,the percentage of available seats flown one mile occupied by a paying customer is ________ percent.

Which service listed below has the highest inventory carrying cost?

Figure 12-6 -According to Figure 12-6 above,Box D represents which dimension of service quality?

If you find that the staff who work in your college's career center gave you poor advice or otherwise did not provide sufficient help in finding you employment after graduation,you may be dissatisfied with your entire college experience.This is an example of which issue associated with services?

In a capacity management report from a well-known carrier in the airline industry,the yield is 9.83 cents,load factor is 82.1 percent,and operating expense is 8.28 cents.From these details,the airline posted ________ per available seat flown one mile.

There are five key dimensions of service quality:

Which of the following statements regarding the place element of services is most accurate?

Which of the following is the best example of an equipment-based service?

The dimension of service quality called ________ is the ability to perform the promised service dependably and accurately.

Recently,many nonprofit organizations such as United Way,Greenpeace,Outward Bound,The Salvation Army,and the Girl Scouts

Place or distribution is a major factor in developing a service marketing strategy because of the ________ of services.

Inseparability in services means consumers