Question 1

and define the five dimensions of service quality described in the text.

Accepted Answer

According to Figure 12-6 in the textbook

Question 2

inventory costs of services include

Accepted Answer

A)  equipment and training costs. 
B)  management and material costs. 
C)  service delivery and spoilage costs. 
D)  salary of service provider and equipment costs. 
E)  salary of service provider and training costs. 
A)  equipment and training costs. 
B)  management and material costs. 
C)  service delivery and spoilage costs. 
D)  salary of service provider and equipment costs. 
E)  salary of service provider and training costs.

Question 3

restaurants now ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations and the actual experience they had is called a __________.

Accepted Answer

A)  gap analysis 
B)  service encounter survey 
C)  customer profile analysis 
D)  customer contact audit 
E)  service audit 
A)  gap analysis 
B)  service encounter survey 
C)  customer profile analysis 
D)  customer contact audit 
E)  service audit

Question 4

Andrea Arenas is the owner of 2 Places at 1 Time,a concierge company.She and her staff of 60 perform everyday services such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office for people who are too busy to perform these simple acts.She has often been hired by major corporations to perform services for their harried executives,and now many of her major clients are providing perks like her service to their employees.Her staff is overworked and she is hiring more employees to fill demand.Arenas is not experiencing __________; in fact,all of her employees are providing the maximum level of services to customers.

Accepted Answer

A)  off-peak pricing 
B)  idle production capacity 
C)  static demand 
D)  capacity marketing 
E)  capacity inventory 
A)  off-peak pricing 
B)  idle production capacity 
C)  static demand 
D)  capacity marketing 
E)  capacity inventory

Question 5

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

Accepted Answer

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

Question 6

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)  variation 
B)  differentiation 
C)  evaluation 
D)  inconsistency 
E)  intangibility 
A)  variation 
B)  differentiation 
C)  evaluation 
D)  inconsistency 
E)  intangibility

Question 7

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

Accepted Answer

A)  reliability 
B)  assurance 
C)  accuracy 
D)  responsiveness 
E)  empathy 
A)  reliability 
B)  assurance 
C)  accuracy 
D)  responsiveness 
E)  empathy

Question 8

Betty Smith operates a wedding preparation service that aids brides-to-be in the planning of their weddings.To maintain a quality image and a standardized offering,Betty provides extensive training for each of her employees.What unique aspect of services is Betty trying to address?

Accepted Answer

A)  impressionability 
B)  intangibility 
C)  inconsistency 
D)  inseparability 
E)  uniqueness of the service 
A)  impressionability 
B)  intangibility 
C)  inconsistency 
D)  inseparability 
E)  uniqueness of the service

Question 9

Services performed by surgeons or lawyers are primarily evaluated on __________ properties.

Accepted Answer

A)  search 
B)  form 
C)  indirect 
D)  credence 
E)  experience 
A)  search 
B)  form 
C)  indirect 
D)  credence 
E)  experience

Question 10

Students from Berry College attended a performance at nearby Shorter College and were extremely impressed with the dance troupe that was the opening act.As soon as the students returned to Berry,they made arrangements for the entertainers to appear on their campus.On the day of the concert,the venue was packed with students,but the quality of the performance was much poorer than they had seen at the Shorter campus.The Berry students' disappointment was the direct result of which characteristic of services?

Accepted Answer

A)  inconsistency 
B)  impressionability 
C)  intangibility 
D)  invisibility 
E)  uniqueness of the service 
A)  inconsistency 
B)  impressionability 
C)  intangibility 
D)  invisibility 
E)  uniqueness of the service

Question 11

Phillie Phanatic had his own book signing at Barnes and Noble in Exton,PA,for the children's book series The Phillie Phanatic's Happiest Memories,The Phillie Phanatic's Moving Day,The Phillie Phanatic's Phantastic Journey,and Happy Birthday Phillie Phanatic.If the baseball team were trying to get people to the game,why would they host an activity away from the stadium?

Accepted Answer

A)  They are trying to build future attendees but they don't want younger children bothering people during the games. 
B)  They need to generate revenue during the months when the stadium is closed. 
C)  It generates team spirit, adds to non-ticket revenues, and cultivates fans for the future. 
D)  Phillie Phanatic is used to reduce hostility towards the team when they have a losing season. 
E)  The new stadium was built significantly smaller and cannot hold as many activities on the premises. 
A)  They are trying to build future attendees but they don't want younger children bothering people during the games. 
B)  They need to generate revenue during the months when the stadium is closed. 
C)  It generates team spirit, adds to non-ticket revenues, and cultivates fans for the future. 
D)  Phillie Phanatic is used to reduce hostility towards the team when they have a losing season. 
E)  The new stadium was built significantly smaller and cannot hold as many activities on the premises.

Question 12

aspect of the product/service element of the marketing mix warrants special attention by service marketers?

Accepted Answer

Branding-since services are intangible,t

Question 13

concept of internal marketing is based on the notion that a service organization must focus on its __________ before successful programs can be directed at customers.

Accepted Answer

A)  competitors 
B)  prospects 
C)  shareholders 
D)  employees 
E)  suppliers 
A)  competitors 
B)  prospects 
C)  shareholders 
D)  employees 
E)  suppliers

Question 14

Which of the following statements about service failures is MOST accurate?

Accepted Answer

A)  Only 5-10% of dissatisfied customers choose to complain to the company. 
B)  Once customers complain, they expect all of their demands to be met. 
C)  Only 20% of consumers will give a company a second chance if they are not fully satisfied during the first encounter. 
D)  People are twice as likely to share good service experiences as bad experiences. 
E)  Monitoring social media websites such as YouTube, Twitter, and Facebook are a waste of time since the complaints presented are usually isolated instances and are not indicative of the actual service delivered. 
A)  Only 5-10% of dissatisfied customers choose to complain to the company. 
B)  Once customers complain, they expect all of their demands to be met. 
C)  Only 20% of consumers will give a company a second chance if they are not fully satisfied during the first encounter. 
D)  People are twice as likely to share good service experiences as bad experiences. 
E)  Monitoring social media websites such as YouTube, Twitter, and Facebook are a waste of time since the complaints presented are usually isolated instances and are not indicative of the actual service delivered.

Question 15

a dimension of service quality,the willingness to help customers and provide prompt service is referred to as __________.

Accepted Answer

A)  reliability 
B)  responsiveness 
C)  competence 
D)  assurance 
E)  empathy 
A)  reliability 
B)  responsiveness 
C)  competence 
D)  assurance 
E)  empathy

Question 16

Services incorporate the four I's of product marketing.How would each of these four elements apply to a stock brokerage service?

Accepted Answer

The four unique elements of services are

Question 17

__________ focuses on performing services that provide a unique experience.

Accepted Answer

A)  intangibility economy 
B)  experience economy 
C)  virtual economy 
D)  magic of marketing 
E)  authentic economy 
A)  intangibility economy 
B)  experience economy 
C)  virtual economy 
D)  magic of marketing 
E)  authentic economy

Question 18

inventory carrying costs of airlines is high because they

Accepted Answer

A)  use a straight salary compensation plan for the large numbers of flight attendants. 
B)  high-salaried pilots and very expensive equipment. 
C)  allow baggage personnel to work overtime. 
D)  decrease the number of workdays per week, but increase the hours per day. 
E)  use a commission compensation system for their reservationists. 
A)  use a straight salary compensation plan for the large numbers of flight attendants. 
B)  high-salaried pilots and very expensive equipment. 
C)  allow baggage personnel to work overtime. 
D)  decrease the number of workdays per week, but increase the hours per day. 
E)  use a commission compensation system for their reservationists.

Question 19

Sterile Feral,Inc.is a nonprofit organization that catches wild or stray cats,and then neuters,vaccinates,and releases them back into the wild.The personnel of the nonprofit organization are caring people who love animals and try to do what they can to meet the needs of each cat they care for.The caring nature of the personnel relates to which service quality dimension?

Accepted Answer

A)  assurance 
B)  tangibility 
C)  reliability 
D)  credibility 
E)  empathy 
A)  assurance 
B)  tangibility 
C)  reliability 
D)  credibility 
E)  empathy

Question 20

categories for people-based services include __________.

Accepted Answer

A)  volunteers, skilled operators, and professionals 
B)  unskilled labor, skilled labor, and professionals 
C)  those operated by skilled operators, unskilled labor and skilled labor 
D)  those operated by relatively unskilled operators, those operated by skilled operators, and unskilled labor 
E)  automated, those operated by skilled operators, and professionals 
A)  volunteers, skilled operators, and professionals 
B)  unskilled labor, skilled labor, and professionals 
C)  those operated by skilled operators, unskilled labor and skilled labor 
D)  those operated by relatively unskilled operators, those operated by skilled operators, and unskilled labor 
E)  automated, those operated by skilled operators, and professionals

and define the five dimensions of service quality described in the text.

inventory costs of services include

restaurants now ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations and the actual experience they had is called a __________.

Figure 12-6 -According to Figure 12-6 above,"B" 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 __________.

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

Betty Smith operates a wedding preparation service that aids brides-to-be in the planning of their weddings.To maintain a quality image and a standardized offering,Betty provides extensive training for each of her employees.What unique aspect of services is Betty trying to address?

Services performed by surgeons or lawyers are primarily evaluated on __________ properties.

aspect of the product/service element of the marketing mix warrants special attention by service marketers?

concept of internal marketing is based on the notion that a service organization must focus on its __________ before successful programs can be directed at customers.

Which of the following statements about service failures is MOST accurate?

a dimension of service quality,the willingness to help customers and provide prompt service is referred to as __________.

Services incorporate the four I's of product marketing.How would each of these four elements apply to a stock brokerage service?

__________ focuses on performing services that provide a unique experience.

inventory carrying costs of airlines is high because they

categories for people-based services include __________.

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 Multi-Channel Marketing

Pulling It All Together: The Strategic Marketing Process

Filters

Exam 12: Services Marketing

and define the five dimensions of service quality described in the text.

inventory costs of services include

restaurants now ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations and the actual experience they had is called a __________.

Figure 12-6 -According to Figure 12-6 above,"B" 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 __________.

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

Betty Smith operates a wedding preparation service that aids brides-to-be in the planning of their weddings.To maintain a quality image and a standardized offering,Betty provides extensive training for each of her employees.What unique aspect of services is Betty trying to address?

Services performed by surgeons or lawyers are primarily evaluated on __________ properties.

aspect of the product/service element of the marketing mix warrants special attention by service marketers?

concept of internal marketing is based on the notion that a service organization must focus on its __________ before successful programs can be directed at customers.

Which of the following statements about service failures is MOST accurate?

a dimension of service quality,the willingness to help customers and provide prompt service is referred to as __________.

Services incorporate the four I's of product marketing.How would each of these four elements apply to a stock brokerage service?

__________ focuses on performing services that provide a unique experience.

inventory carrying costs of airlines is high because they

categories for people-based services include __________.

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 Multi-Channel Marketing

Pulling It All Together: The Strategic Marketing Process

Filters