Question 1

The key technological elements of future services include mobility and

Accepted Answer

A) automation. 
B) globalization. 
C) convenience. 
D) divergence. 
E) personalization. 
A) automation. 
B) globalization. 
C) convenience. 
D) divergence. 
E) personalization.

Question 2

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

Accepted Answer

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

Question 3

Services depend on the people who provide them.As a result,their quality varies with each person's capabilities and day-to-day job performance.This element of services is referred to as

Accepted Answer

A) incongruity. 
B) differentiation. 
C) variation. 
D) inconsistency. 
E) intangibility. 
A) incongruity. 
B) differentiation. 
C) variation. 
D) inconsistency. 
E) intangibility.

Question 4

Services are

Accepted Answer

A) the tangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value. 
B) the activities provided to complement a tangible good,such as technical support for a computer. 
C) any activity required for the production of a good that cannot be completed in-house and must be outsourced to another firm. 
D) the human (nonmechanical)component that is part of the manufacturing process. 
E) the intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value. 
A) the tangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value. 
B) the activities provided to complement a tangible good,such as technical support for a computer. 
C) any activity required for the production of a good that cannot be completed in-house and must be outsourced to another firm. 
D) the human (nonmechanical)component that is part of the manufacturing process. 
E) the intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value.

Question 5

Idle production capacity affects service delivery and is defined as

Accepted Answer

A) a situation where the demand for exceeds the availability of service providers and as a result,no services can be offered 
B) when the supply of service providers exceeds the primary demand for the service 
C) a situation where a service provider is available but there is no demand for the service 
D) integrating the service component of the marketing mix with efforts to influence consumer demand 
E) the reduced effectiveness of one service provider serving multiple clients at the same time. 
A) a situation where the demand for exceeds the availability of service providers and as a result,no services can be offered 
B) when the supply of service providers exceeds the primary demand for the service 
C) a situation where a service provider is available but there is no demand for the service 
D) integrating the service component of the marketing mix with efforts to influence consumer demand 
E) the reduced effectiveness of one service provider serving multiple clients at the same time.

Question 6

What are the three properties of products and services that are evaluated by consumers when they are making a purchase decision? Give an example of a product or service for each.

Accepted Answer

Consumers evaluate three properties-sear

Question 7

Inconsistency of services refers to the fact that

Accepted Answer

A) there is no regulation of service industries in terms of basic standards of quality. 
B) the quality of service provided by a firm is often inconsistent with its image. 
C) the performance of one employee may vary from the performance of another employee even though the same firm employs both. 
D) training and standardization of service delivery procedures cannot be accomplished. 
E) services have a varying degree of durability. 
A) there is no regulation of service industries in terms of basic standards of quality. 
B) the quality of service provided by a firm is often inconsistent with its image. 
C) the performance of one employee may vary from the performance of another employee even though the same firm employs both. 
D) training and standardization of service delivery procedures cannot be accomplished. 
E) services have a varying degree of durability.

Question 8

Many service businesses use off-peak pricing to manage variations in

Accepted Answer

A) costs of delivering service. 
B) supply for a service. 
C) profitability based on time of day or week. 
D) demand for a service. 
E) capacity. 
A) costs of delivering service. 
B) supply for a service. 
C) profitability based on time of day or week. 
D) demand for a service. 
E) capacity.

Question 9

Most marketing experts agree that it is best to ________ service failures,particularly when the failure is viewed to be the result of a controllable factor.

Accepted Answer

A) ignore 
B) present success stories to negate 
C) respond to 
D) blog about 
E) consider 
A) ignore 
B) present success stories to negate 
C) respond to 
D) blog about 
E) consider

Question 10

What do a dry cleaning service,an automated car wash,and electric utilities have in common?

Accepted Answer

A) They are all tangible services. 
B) They are all people-based services. 
C) None of them has problems with idle production capacity. 
D) They never use off-peak pricing. 
E) They are all equipment-based services. 
A) They are all tangible services. 
B) They are all people-based services. 
C) None of them has problems with idle production capacity. 
D) They never use off-peak pricing. 
E) They are all equipment-based services.

Question 11

Services are now a larger part of the U.S.gross domestic product (GDP)than goods.The growth of the service sector is the result of

Accepted Answer

A) changes in the service mix and the decline in goods production. 
B) goods representing a larger part of the gross domestic product than services. 
C) changes in the way service consumers make purchase decisions and the ways in which the marketing mix is used for services. 
D) increased demand for services that have been available in the past and the increasing interest in new services. 
E) the imbalance between exported merchandise and commercial services. 
A) changes in the service mix and the decline in goods production. 
B) goods representing a larger part of the gross domestic product than services. 
C) changes in the way service consumers make purchase decisions and the ways in which the marketing mix is used for services. 
D) increased demand for services that have been available in the past and the increasing interest in new services. 
E) the imbalance between exported merchandise and commercial services.

Question 12

Services provided by specialized professionals,such as medical diagnoses and legal services,have certain properties or characteristics that the consumer may find impossible to evaluate even after their purchase or consumption.What are these properties called?

Accepted Answer

A) customer contact properties 
B) credence properties 
C) capacity properties 
D) contract properties 
E) relationship properties 
A) customer contact properties 
B) credence properties 
C) capacity properties 
D) contract properties 
E) relationship properties

Question 13

Casey works for the Geek Squad,mostly on PC and laptop repair.He has noticed that most consumers ask for references from happy customers and don't know much about computers themselves.Which of the following is most likely to be a characteristic of the repair services that Casey performs?

Accepted Answer

A) Customers are engaged in a low involvement purchase process. 
B) The quality of services can be predetermined in a similar manner to tangible products. 
C) A consumer may not have the ability to judge the quality of the repair service even after it has been provided. 
D) The buyer does not participate in the delivery of the service. 
E) The service provider should concentrate on the problem recognition stage of the purchase decision process in the marketing health care services. 
A) Customers are engaged in a low involvement purchase process. 
B) The quality of services can be predetermined in a similar manner to tangible products. 
C) A consumer may not have the ability to judge the quality of the repair service even after it has been provided. 
D) The buyer does not participate in the delivery of the service. 
E) The service provider should concentrate on the problem recognition stage of the purchase decision process in the marketing health care services.

Question 14

The FedEx brand name suggests that its service is credible and fast.This perception is important because of which unique characteristic of services?

Accepted Answer

A) inventory costs 
B) inseparability 
C) inconsistency 
D) invisibility 
E) intangibility 
A) inventory costs 
B) inseparability 
C) inconsistency 
D) invisibility 
E) intangibility

Question 15

Before moving out of their apartment,Kelly and Doug decided to have their carpets cleaned by Stanley Steemer,a company specializing in professional carpet cleaning.The carpet cleaners arrived on time,cleaned the carpets,and drove away in their bright yellow van;only then did the couple see that they did a good job.Kelly and Doug were unable to judge the service before they bought it,which illustrates the ________ of services.

Accepted Answer

A) inconsistency 
B) inseparability 
C) inventory costs 
D) intangibility 
E) interdependence 
A) inconsistency 
B) inseparability 
C) inventory costs 
D) intangibility 
E) interdependence

Question 16

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

Accepted Answer

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

Question 17

Which of the following is the best example of a people-based service?

Accepted Answer

A) movie theaters 
B) airlines 
C) lawn care 
D) vending machines 
E) taxis 
A) movie theaters 
B) airlines 
C) lawn care 
D) vending machines 
E) taxis

Question 18

Equipment-based services,such as ATMs,online brokerage firms,and automated car washes,do not have the marketing concern of

Accepted Answer

A) inconsistency. 
B) intangibility. 
C) inseparability. 
D) inventory. 
E) independence. 
A) inconsistency. 
B) intangibility. 
C) inseparability. 
D) inventory. 
E) independence.

Question 19

Intangible items such as airline trips,financial advice,or telephone calls that an organization provides to consumers are referred to as

Accepted Answer

A) production goods. 
B) support products. 
C) services. 
D) goods. 
E) benefits. 
A) production goods. 
B) support products. 
C) services. 
D) goods. 
E) benefits.

Question 20

The appearance of the environment in which the service is delivered and where the firm and customer interact can influence the customer's ________ of the service.

Accepted Answer

A) creation 
B) branding 
C) exploitation 
D) life cycle 
E) perception 
A) creation 
B) branding 
C) exploitation 
D) life cycle 
E) perception

Exam 12: Services Marketing

The key technological elements of future services include mobility and

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

Services depend on the people who provide them.As a result,their quality varies with each person's capabilities and day-to-day job performance.This element of services is referred to as

Services are

Idle production capacity affects service delivery and is defined as

What are the three properties of products and services that are evaluated by consumers when they are making a purchase decision? Give an example of a product or service for each.

Inconsistency of services refers to the fact that

Many service businesses use off-peak pricing to manage variations in

Most marketing experts agree that it is best to ________ service failures,particularly when the failure is viewed to be the result of a controllable factor.

What do a dry cleaning service,an automated car wash,and electric utilities have in common?

Services are now a larger part of the U.S.gross domestic product (GDP)than goods.The growth of the service sector is the result of

Services provided by specialized professionals,such as medical diagnoses and legal services,have certain properties or characteristics that the consumer may find impossible to evaluate even after their purchase or consumption.What are these properties called?

Casey works for the Geek Squad,mostly on PC and laptop repair.He has noticed that most consumers ask for references from happy customers and don't know much about computers themselves.Which of the following is most likely to be a characteristic of the repair services that Casey performs?

The FedEx brand name suggests that its service is credible and fast.This perception is important because of which unique characteristic of services?

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

Which of the following is the best example of a people-based service?

Equipment-based services,such as ATMs,online brokerage firms,and automated car washes,do not have the marketing concern of

Intangible items such as airline trips,financial advice,or telephone calls that an organization provides to consumers are referred to as

The appearance of the environment in which the service is delivered and where the firm and customer interact can influence the customer's ________ of the service.

Creating Customer Relationships and Value Through Marketing

Developing Successful Organizational and Marketing Strategies

Scanning the Marketing Environment

Ethical and Social Responsibility for Sustainable Marketing

Understanding Consumer Behavior

Understanding Organizations As Customers

Understanding and Reaching Global Consumers and Markets

Marketing Research: From Customer Insights to Actions

Market Segmentation, targeting, and Positioning

Developing New Products and Services

Managing Successful Products, services, and Brands

Building the Price Foundation

Arriving at the Final Price

Managing Marketing Channels and Supply Chains

Retailing and Wholesaling

Integrated Marketing Communications and Direct Marketing

Advertising,sales Promotion,and Public Relations

Using Social Media and Mobile Marketing to Connect With Consumers

Personal Selling and Sales Management

Implementing Interactive and Multichannel Marketing

Pulling It All Together: the Strategic Marketing Process

Writing Successful Marketing and Business Plans: Tips and Guidelines

Financial Statements and Ratios

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