Question 1

​Which of the following subsectors of the government supersector is also called the not-for-profit sector?

Accepted Answer

A) ​federal government 
B) ​state and local government 
C) ​advocacy,grantmaking,and civic organizations 
D) ​information sector 
E) ​arts,entertainment,and recreation 
A) ​federal government 
B) ​state and local government 
C) ​advocacy,grantmaking,and civic organizations 
D) ​information sector 
E) ​arts,entertainment,and recreation C

Question 2

Which of the following statements regarding ethics is correct?

Accepted Answer

A) Research indicates that employees desire a code of ethics. 
B) Research indicates that employees of firms that have codes of ethics believe that violators of the code should be punished. 
C) Leaders must be examples of the standards of ethical conduct. 
D) Employees often emulate the behavior of their supervisors. 
E) All of these are correct. 
A) Research indicates that employees desire a code of ethics. 
B) Research indicates that employees of firms that have codes of ethics believe that violators of the code should be punished. 
C) Leaders must be examples of the standards of ethical conduct. 
D) Employees often emulate the behavior of their supervisors. 
E) All of these are correct. E

Question 3

Situations where the service provider feels torn between the needs of the customer,the organization,and the service provider's own personal interest are referred to as:

Accepted Answer

A) cognitive moral development. 
B) conflict of interest. 
C) organizational relationships. 
D) structure conflict. 
E) relationship conflict. 
A) cognitive moral development. 
B) conflict of interest. 
C) organizational relationships. 
D) structure conflict. 
E) relationship conflict. B

Question 4

Discuss the reasons that consumers are particularly vulnerable to ethical misconduct within the service sector.

Accepted Answer

Consumer vulnerability can be attributed

Question 5

Compare the concerns that were expressed over the transition from an agricultural economy to an industrial economy to today's concerns associated with moving from an industrial economy to a service economy.

Accepted Answer

Similar concerns were voiced in the Unit

Question 6

More than one out of ____ employees within the food service and drinking establishments subsector are between the ages of 16 and 19.

Accepted Answer

A) three 
B) four 
C) five 
D) six 
E) seven 
A) three 
B) four 
C) five 
D) six 
E) seven

Question 7

All of the following are true regarding the wholesale and retail trade supersector except:

Accepted Answer

A) most wholesalers are large,employing more than 200 workers. 
B) a high school education is sufficient for most jobs within the wholesaling subsector. 
C) in clothing,grocery,and general merchandise retail,employment growth is expected to be small,butthere are many job openings due to high turnover. 
D) employment in automotive sales is projected to grow at 11 percent. 
E) weekly wages are high and job opportunities promising for automotive service technicians who havecompleted formal training. 
A) most wholesalers are large,employing more than 200 workers. 
B) a high school education is sufficient for most jobs within the wholesaling subsector. 
C) in clothing,grocery,and general merchandise retail,employment growth is expected to be small,butthere are many job openings due to high turnover. 
D) employment in automotive sales is projected to grow at 11 percent. 
E) weekly wages are high and job opportunities promising for automotive service technicians who havecompleted formal training.

Question 8

​As an auditor,Joe learned of promising breakthrough technology not yet known to the public.He immediately purchased a large number of shares of stock to resell after the technology was made public.This type of ethical issue falls under:

Accepted Answer

A) cognitive moral development. 
B) structure conflict. 
C) organizational relationships. 
D) conflict of interest. 
E) relationship conflict. 
A) cognitive moral development. 
B) structure conflict. 
C) organizational relationships. 
D) conflict of interest. 
E) relationship conflict.

Question 9

All of the following are true regarding the information supersector except:

Accepted Answer

A) It is wide in scope,accounting for 16% of all employment. 
B) Software publishing is the fastest-growing subsector. 
C) Major players include publishing,motion picture,and broadcasting industries. 
D) It includes data processing services. 
E) Google and Yahoo are part of this industry. 
A) It is wide in scope,accounting for 16% of all employment. 
B) Software publishing is the fastest-growing subsector. 
C) Major players include publishing,motion picture,and broadcasting industries. 
D) It includes data processing services. 
E) Google and Yahoo are part of this industry.

Question 10

Describe the consequences of ethical misconduct.

Accepted Answer

Employees forced to deal with ethical is

Question 11

Consumers often have a difficult time objectively evaluating services before purchase.This is due primarily to:

Accepted Answer

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

Question 12

The professional and business supersector includes all of the following subsectors except _____ services.

Accepted Answer

A) computer systems design and related 
B) management,scientific,and technical consulting 
C) transportation 
D) employment 
E) advertising and public relations 
A) computer systems design and related 
B) management,scientific,and technical consulting 
C) transportation 
D) employment 
E) advertising and public relations

Question 13

A bank looking to the best practices of other banks in the industry for service improvement ideasis an example of:

Accepted Answer

A) materialismo snobbery. 
B) service myopia. 
C) dichotomization of services. 
D) service vigilance. 
E) organizational relationships. 
A) materialismo snobbery. 
B) service myopia. 
C) dichotomization of services. 
D) service vigilance. 
E) organizational relationships.

Question 14

Consumer participation in production increases opportunities for ethical misconduct by service providers because:

Accepted Answer

A) it increases opportunities for coercive influence strategies used by the service provider. 
B) the service provider is not under the direct supervision of a manager. 
C) the customer's participation voids any guarantees. 
D) of the time lapse between participation and results. 
E) of increased search attributes. 
A) it increases opportunities for coercive influence strategies used by the service provider. 
B) the service provider is not under the direct supervision of a manager. 
C) the customer's participation voids any guarantees. 
D) of the time lapse between participation and results. 
E) of increased search attributes.

Question 15

Sam and Gloria,who deliver services outside the firm's physical facilities,are examples of:

Accepted Answer

A) roaming salespeople. 
B) expanding service providers. 
C) boundary-spanning personnel. 
D) area coordinators. 
E) regional responders. 
A) roaming salespeople. 
B) expanding service providers. 
C) boundary-spanning personnel. 
D) area coordinators. 
E) regional responders.

Question 16

The service industry criticism that as manufacturing jobs continue to decline,the supply of labor for service jobs will increase,driving service wages lower is referred to as:

Accepted Answer

A) materialismo snobbery. 
B) the dichotomization of wealth. 
C) material dichotomization. 
D) manufacturing superiority. 
E) service myopia. 
A) materialismo snobbery. 
B) the dichotomization of wealth. 
C) material dichotomization. 
D) manufacturing superiority. 
E) service myopia.

Question 17

More than ____% of the workforce within the arts,entertainment,and recreation subsector have no formal education beyond high school.

Accepted Answer

A) 35 
B) 40 
C) 45 
D) 50 
E) 55 
A) 35 
B) 40 
C) 45 
D) 50 
E) 55

Question 18

All of the following are subsectors of the leisure and hospitality industry except:

Accepted Answer

A) food services and drinking places. 
B) hotels and other accommodations. 
C) arts,entertainment,and recreation. 
D) advertising and public relations. 
E) None of these are exceptions. 
A) food services and drinking places. 
B) hotels and other accommodations. 
C) arts,entertainment,and recreation. 
D) advertising and public relations. 
E) None of these are exceptions.

Question 19

List the nine service supersectors.Which supersector is projected to have the highest employment growth?

Accepted Answer

The nine service supersectors are:
•Educ

Question 20

Which of the following is true regarding the insurance industry?

Accepted Answer

A) It is one of the nine supersectors of the services industry. 
B) It is a subsector of the education and health services supersector. 
C) Employment in the insurance industry is expected to grow by 20% between 2015 and 2020. 
D) Future job growth is limited in part by Internet sales methods. 
E) Office and administrative personnel are typically college-educated. 
A) It is one of the nine supersectors of the services industry. 
B) It is a subsector of the education and health services supersector. 
C) Employment in the insurance industry is expected to grow by 20% between 2015 and 2020. 
D) Future job growth is limited in part by Internet sales methods. 
E) Office and administrative personnel are typically college-educated.

Which of the following subsectors of the government supersector is also called the not-for-profit sector?

Which of the following statements regarding ethics is correct?

Situations where the service provider feels torn between the needs of the customer,the organization,and the service provider's own personal interest are referred to as:

Discuss the reasons that consumers are particularly vulnerable to ethical misconduct within the service sector.

Compare the concerns that were expressed over the transition from an agricultural economy to an industrial economy to today's concerns associated with moving from an industrial economy to a service economy.

More than one out of ____ employees within the food service and drinking establishments subsector are between the ages of 16 and 19.

All of the following are true regarding the wholesale and retail trade supersector except:

As an auditor,Joe learned of promising breakthrough technology not yet known to the public.He immediately purchased a large number of shares of stock to resell after the technology was made public.This type of ethical issue falls under:

All of the following are true regarding the information supersector except:

Describe the consequences of ethical misconduct.

Consumers often have a difficult time objectively evaluating services before purchase.This is due primarily to:

The professional and business supersector includes all of the following subsectors except _____ services.

A bank looking to the best practices of other banks in the industry for service improvement ideasis an example of:

Consumer participation in production increases opportunities for ethical misconduct by service providers because:

Sam and Gloria,who deliver services outside the firm's physical facilities,are examples of:

The service industry criticism that as manufacturing jobs continue to decline,the supply of labor for service jobs will increase,driving service wages lower is referred to as:

More than ____% of the workforce within the arts,entertainment,and recreation subsector have no formal education beyond high school.

All of the following are subsectors of the leisure and hospitality industry except:

List the nine service supersectors.Which supersector is projected to have the highest employment growth?

Which of the following is true regarding the insurance industry?

An Introduction to Services

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

Exam 2: The Services Sector: Supersectors and Ethical Considerations

​Which of the following subsectors of the government supersector is also called the not-for-profit sector?

Which of the following statements regarding ethics is correct?

Situations where the service provider feels torn between the needs of the customer,the organization,and the service provider's own personal interest are referred to as:

Discuss the reasons that consumers are particularly vulnerable to ethical misconduct within the service sector.

Compare the concerns that were expressed over the transition from an agricultural economy to an industrial economy to today's concerns associated with moving from an industrial economy to a service economy.

More than one out of ____ employees within the food service and drinking establishments subsector are between the ages of 16 and 19.

All of the following are true regarding the wholesale and retail trade supersector except:

​As an auditor,Joe learned of promising breakthrough technology not yet known to the public.He immediately purchased a large number of shares of stock to resell after the technology was made public.This type of ethical issue falls under:

All of the following are true regarding the information supersector except:

Describe the consequences of ethical misconduct.

Consumers often have a difficult time objectively evaluating services before purchase.This is due primarily to:

The professional and business supersector includes all of the following subsectors except _____ services.

A bank looking to the best practices of other banks in the industry for service improvement ideasis an example of:

Consumer participation in production increases opportunities for ethical misconduct by service providers because:

Sam and Gloria,who deliver services outside the firm's physical facilities,are examples of:

The service industry criticism that as manufacturing jobs continue to decline,the supply of labor for service jobs will increase,driving service wages lower is referred to as:

More than ____% of the workforce within the arts,entertainment,and recreation subsector have no formal education beyond high school.

All of the following are subsectors of the leisure and hospitality industry except:

List the nine service supersectors.Which supersector is projected to have the highest employment growth?

Which of the following is true regarding the insurance industry?

An Introduction to Services

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

Which of the following subsectors of the government supersector is also called the not-for-profit sector?

As an auditor,Joe learned of promising breakthrough technology not yet known to the public.He immediately purchased a large number of shares of stock to resell after the technology was made public.This type of ethical issue falls under: