Question 1

categories for equipment-based services include

Accepted Answer

A)  unskilled labor, those operated by relatively unskilled operators, and automated (self-serve). 
B)  professionals, those operated by relatively unskilled operators, and automated (self-serve). 
C)  automated (self-serve), those operated by relatively unskilled operators, and those operated by skilled operators. 
D)  unskilled labor, skilled labor, and professionals. 
E)  those operated by skilled operators, unskilled labor, and professionals. 
A)  unskilled labor, those operated by relatively unskilled operators, and automated (self-serve). 
B)  professionals, those operated by relatively unskilled operators, and automated (self-serve). 
C)  automated (self-serve), those operated by relatively unskilled operators, and those operated by skilled operators. 
D)  unskilled labor, skilled labor, and professionals. 
E)  those operated by skilled operators, unskilled labor, and professionals.

Question 2

Which of the following is high in experience properties?

Accepted Answer

A)  clothing 
B)  a vacation 
C)  legal services 
D)  auto repair 
E)  a medical diagnosis 
A)  clothing 
B)  a vacation 
C)  legal services 
D)  auto repair 
E)  a medical diagnosis

Question 3

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

Accepted Answer

A)  lawn care 
B)  doctors 
C)  taxis 
D)  lawyers 
E)  janitorial services 
A)  lawn care 
B)  doctors 
C)  taxis 
D)  lawyers 
E)  janitorial services

Question 4

There are several ways of providing consumers authentic offerings: (1)facilitate customization; (2)__________; (3)create a social process that allows consumers to share their interests; and (4)manage any dimension of their reputation that might influence perceptions of authenticity.

Accepted Answer

A)  allow for adaptability at every customer contact point 
B)  back up claims with scientific research, market research, or governmental documentation 
C)  do thorough research at each stage of the new-service development process 
D)  provide personal interaction rather than automation 
E)  obtain personal endorsements from celebrity spokespeople and other opinion leaders 
A)  allow for adaptability at every customer contact point 
B)  back up claims with scientific research, market research, or governmental documentation 
C)  do thorough research at each stage of the new-service development process 
D)  provide personal interaction rather than automation 
E)  obtain personal endorsements from celebrity spokespeople and other opinion leaders

Question 5

do the United States Post Service,the U.S.Park Service,and a local fire department have in common?

Accepted Answer

A)  They are all privately owned companies. 
B)  They do not fit on the service continuum. 
C)  They are all government-sponsored service providers. 
D)  They never experience idle production capacity. 
E)  Capacity management is not an issue for these organizations. 
A)  They are all privately owned companies. 
B)  They do not fit on the service continuum. 
C)  They are all government-sponsored service providers. 
D)  They never experience idle production capacity. 
E)  Capacity management is not an issue for these organizations.

Question 6

key elements of future services include __________,mobility,and personalization.

Accepted Answer

A)  automation 
B)  transglobalization 
C)  convenience 
D)  divergence 
E)  convergence 
A)  automation 
B)  transglobalization 
C)  convenience 
D)  divergence 
E)  convergence

Question 7

Mobility as a future aspect of services refers to

Accepted Answer

A)  the ability of networking technology to be incorporated into portable digital devices. 
B)  the ability to transport goods almost anywhere in the world within 24 hours. 
C)  the ability to transfer entire operations including a firm's technology from one location to the next within a matter of days. 
D)  the ability of consumers to purchase any service from any service provider anywhere in the world. 
E)  the ability of service providers to move their operations to any location in the world. 
A)  the ability of networking technology to be incorporated into portable digital devices. 
B)  the ability to transport goods almost anywhere in the world within 24 hours. 
C)  the ability to transfer entire operations including a firm's technology from one location to the next within a matter of days. 
D)  the ability of consumers to purchase any service from any service provider anywhere in the world. 
E)  the ability of service providers to move their operations to any location in the world.

Question 8

Service companies can manage their physical environment to influence customers' perceptions is through

Accepted Answer

A)  service delivery management. 
B)  relationship management. 
C)  customer experience management. 
D)  exposure management. 
E)  impression management. 
A)  service delivery management. 
B)  relationship management. 
C)  customer experience management. 
D)  exposure management. 
E)  impression management.

Question 9

Which of the following is high in search properties?

Accepted Answer

A)  clothing 
B)  TV repair 
C)  legal services 
D)  auto repair 
E)  medical diagnosis 
A)  clothing 
B)  TV repair 
C)  legal services 
D)  auto repair 
E)  medical diagnosis

Question 10

Because services tend to be a(n)__________ rather than an object,they are much more difficult for consumers to evaluate.

Accepted Answer

A)  opportunity 
B)  performance 
C)  adventure 
D)  risk 
E)  decision 
A)  opportunity 
B)  performance 
C)  adventure 
D)  risk 
E)  decision

Question 11

banks are closed,they can offer value to their customers through automatic teller machines (ATMs).This self-service technology also comes with a down side since the ATMs are perceived as being less __________.

Accepted Answer

A)  convenient 
B)  reliable 
C)  personal 
D)  safe 
E)  accurate 
A)  convenient 
B)  reliable 
C)  personal 
D)  safe 
E)  accurate

Question 12

nonprofit organization may pay taxes if

Accepted Answer

A)  excess revenues exceed 18 percent of the budget. 
B)  the organization is not considered to be religious institution. 
C)  revenue is received from overseas subsidiaries. 
D)  revenue-generating holdings are not directly related to the organization's core mission. 
E)  money is spent on research and development, then it is taxed at a significantly lower rate. 
A)  excess revenues exceed 18 percent of the budget. 
B)  the organization is not considered to be religious institution. 
C)  revenue is received from overseas subsidiaries. 
D)  revenue-generating holdings are not directly related to the organization's core mission. 
E)  money is spent on research and development, then it is taxed at a significantly lower rate.

Question 13

Philadelphia Phillies uses the Phanatic to help the fans evaluate their experience,since a ball game experience is

Accepted Answer

A)  intangible. 
B)  tangible. 
C)  inventory. 
D)  inconsistent. 
E)  imperfect. 
A)  intangible. 
B)  tangible. 
C)  inventory. 
D)  inconsistent. 
E)  imperfect.

Question 14

intangibility element of a service refers to the fact that it

Accepted Answer

A)  has value that can only be determined by using subjective criteria. 
B)  can't be held, seen, or touched before the purchase decision. 
C)  cannot be described, only experienced. 
D)  can maintain or accumulate inventory. 
E)  can be objectively evaluated. 
A)  has value that can only be determined by using subjective criteria. 
B)  can't be held, seen, or touched before the purchase decision. 
C)  cannot be described, only experienced. 
D)  can maintain or accumulate inventory. 
E)  can be objectively evaluated.

Question 15

Developing,pricing,promoting,and delivering services is challenging because the quality of a service is often

Accepted Answer

A)  inseparable. 
B)  inconsistent. 
C)  inventoried. 
D)  tied to a product. 
E)  independent of the quality delivered. 
A)  inseparable. 
B)  inconsistent. 
C)  inventoried. 
D)  tied to a product. 
E)  independent of the quality delivered.

Question 16

Figure 12-5
-According to Figure 12-5 above,purchases labeled "C" would most likely be evaluated on __________ properties.

Accepted Answer

A)  value 
B)  search 
C)  credence 
D)  experience 
E)  expenditure 
A)  value 
B)  search 
C)  credence 
D)  experience 
E)  expenditure

Question 17

inventory carrying costs of real estate agencies are low because they

Accepted Answer

A)  use a straight salary compensation plan. 
B)  have employees who work on commission need little inexpensive equipment. 
C)  allow personnel to work any hours a day and any number of days per week. 
D)  decrease the number of workdays per week, but increase the hours per day. 
E)  are responsible for their own training, transportation, and supplies. 
A)  use a straight salary compensation plan. 
B)  have employees who work on commission need little inexpensive equipment. 
C)  allow personnel to work any hours a day and any number of days per week. 
D)  decrease the number of workdays per week, but increase the hours per day. 
E)  are responsible for their own training, transportation, and supplies.

Question 18

Sterile Feral,Inc.is a nonprofit organization that catches wild or stray cats,and then neuters,vaccinates,and releases them back into the wild.Veterinarians are particularly impressed with how dependably the organization is able to perform its promised service.With which service quality dimension are veterinarians most impressed?

Accepted Answer

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

Question 19

Commuters in New York often have often installed radio frequency identification (RFID)devices on their cars that can be read automatically as they approach a tollbooth.This saves time,improves traffic flow,and means drivers don't need to keep exact change in their cars.It also offers New York authorities the opportunity to manage traffic flow by charging different toll amounts for different times of day.Commuters in New York are experiencing

Accepted Answer

A)  price gouging. 
B)  off-peak pricing. 
C)  flow management pricing. 
D)  price differentiation. 
E)  idle production pricing. 
A)  price gouging. 
B)  off-peak pricing. 
C)  flow management pricing. 
D)  price differentiation. 
E)  idle production pricing.

Question 20

nonprofit organizations,excesses in revenue over expenses are

Accepted Answer

A)  taxed at one-half the rate for profit organizations. 
B)  distributed equally to all of the organization's shareholders. 
C)  returned to the organization's treasury for continuation of the service. 
D)  taxed at a reduced rate if the revenue is to be used in keeping with the organization's core mission. 
E)  not taxed at all unless it is a religious organization. 
A)  taxed at one-half the rate for profit organizations. 
B)  distributed equally to all of the organization's shareholders. 
C)  returned to the organization's treasury for continuation of the service. 
D)  taxed at a reduced rate if the revenue is to be used in keeping with the organization's core mission. 
E)  not taxed at all unless it is a religious organization.

categories for equipment-based services include

Which of the following is high in experience properties?

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

There are several ways of providing consumers authentic offerings: (1)facilitate customization; (2)__________; (3)create a social process that allows consumers to share their interests; and (4)manage any dimension of their reputation that might influence perceptions of authenticity.

do the United States Post Service,the U.S.Park Service,and a local fire department have in common?

key elements of future services include __________,mobility,and personalization.

Mobility as a future aspect of services refers to

Service companies can manage their physical environment to influence customers' perceptions is through

Which of the following is high in search properties?

Because services tend to be a(n)__________ rather than an object,they are much more difficult for consumers to evaluate.

banks are closed,they can offer value to their customers through automatic teller machines (ATMs).This self-service technology also comes with a down side since the ATMs are perceived as being less __________.

nonprofit organization may pay taxes if

Philadelphia Phillies uses the Phanatic to help the fans evaluate their experience,since a ball game experience is

intangibility element of a service refers to the fact that it

Developing,pricing,promoting,and delivering services is challenging because the quality of a service is often

Figure 12-5 -According to Figure 12-5 above,purchases labeled "C" would most likely be evaluated on __________ properties.

inventory carrying costs of real estate agencies are low because they

nonprofit organizations,excesses in revenue over expenses are

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

categories for equipment-based services include

Which of the following is high in experience properties?

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

There are several ways of providing consumers authentic offerings: (1)facilitate customization; (2)__________; (3)create a social process that allows consumers to share their interests; and (4)manage any dimension of their reputation that might influence perceptions of authenticity.

do the United States Post Service,the U.S.Park Service,and a local fire department have in common?

key elements of future services include __________,mobility,and personalization.

Mobility as a future aspect of services refers to

Service companies can manage their physical environment to influence customers' perceptions is through

Which of the following is high in search properties?

Because services tend to be a(n)__________ rather than an object,they are much more difficult for consumers to evaluate.

banks are closed,they can offer value to their customers through automatic teller machines (ATMs).This self-service technology also comes with a down side since the ATMs are perceived as being less __________.

nonprofit organization may pay taxes if

Philadelphia Phillies uses the Phanatic to help the fans evaluate their experience,since a ball game experience is

intangibility element of a service refers to the fact that it

Developing,pricing,promoting,and delivering services is challenging because the quality of a service is often

Figure 12-5 -According to Figure 12-5 above,purchases labeled "C" would most likely be evaluated on __________ properties.

inventory carrying costs of real estate agencies are low because they

nonprofit organizations,excesses in revenue over expenses are

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