Question 1

Typically service jobs are not well-paid positions and require little education.

Accepted Answer

A) True 
 B)False  False

Question 2

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

Accepted Answer

Working out at the gym under the direction of a personal trainer is a good example of a customer co-production service. Implications include customers having to 1) show up, and 2) perform the prescribed workouts to benefit get fit, lose weight, etc.) from the service trainer's expertise). Picking the wrong gym or personal trainer could result in emotional or physical discomfort and decrease the value of the customer's service experience. Marketing-related tasks include developing user-friendly equipment and facilities, training fitness experts to adapt to different personalities and fitness levels, and training customers to perform effectively and trust their trainers. For example, trainers set up preliminary consults to question customers and develop personal workout plans to suit the needs of the individual.

Question 3

For mental-stimulus-processing, recipients must be physically present in the service factory.

Accepted Answer

A) True 
 B)False  False

Question 4

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Accepted Answer

The travel

Question 5

The acronym for the new North American classification system that includes services is ____________.

Accepted Answer

A) NAFTA 
B) NAICS 
C) NACS 
D) NACSS 
E) NEICE 
A) NAFTA 
B) NAICS 
C) NACS 
D) NACSS 
E) NEICE

Question 6

In most highly developed nations, services account for between two-thirds and three-fourths of the GDP.

Accepted Answer

A) True 
 B)False

Question 7

Documenting performance, explaining what was done and why, and offering guarantees are additional ways to reassure customers and reduce anxiety.

Accepted Answer

A) True 
 B)False

Question 8

Customers being turned away or having to wait is an implication of which aspect of services?

Accepted Answer

A) People may be a part of the service experience. 
B) Intangible elements usually dominate value creation. 
C) Services are often difficult to visualize and understand. 
D) Customers may be involved in co-production. 
E) Most services cannot be inventoried. 
A) People may be a part of the service experience. 
B) Intangible elements usually dominate value creation. 
C) Services are often difficult to visualize and understand. 
D) Customers may be involved in co-production. 
E) Most services cannot be inventoried.

Question 9

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Accepted Answer

A) True 
 B)False

Question 10

Lexus dealers compete with ____________ for service sales.

Accepted Answer

A) Toyota dealers 
B) Lexus manufacturers 
C) BMW dealers 
D) the best independent repair garages 
E) all of the above 
A) Toyota dealers 
B) Lexus manufacturers 
C) BMW dealers 
D) the best independent repair garages 
E) all of the above

Question 11

Less than 15 percent of service jobs around the world can currently be carried out remotely.

Accepted Answer

A) True 
 B)False

Question 12

Define services.

Accepted Answer

Services are economic activities offered

Question 13

A movie theater seat is an example of _____________.

Accepted Answer

A) renting durable goods 
B) closely engaging customers in the service process 
C) renting portions of a larger physical entity 
D) the centrality of time to services 
E) differences in customer choice criteria 
A) renting durable goods 
B) closely engaging customers in the service process 
C) renting portions of a larger physical entity 
D) the centrality of time to services 
E) differences in customer choice criteria

Question 14

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is the best example of a supplementary service?

Accepted Answer

A) Appliance maintenance 
B) Hotel room rental 
C) Fast food consumption 
D) House cleaning 
E) Landscaping 
A) Appliance maintenance 
B) Hotel room rental 
C) Fast food consumption 
D) House cleaning 
E) Landscaping

Question 16

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

Accepted Answer

A) True 
 B)False

Question 17

Service employees should have which set of the following?

Accepted Answer

A) Positive attitude, technical skills, and analytical skills. 
B) Positive attitude, leadership skills, and analytical skills. 
C) Technical skills, leadership skills, and interpersonal skills. 
D) Positive attitude, interpersonal skills, and technical skills. 
E) Technical skills, leadership skills, and analytical skills. 
A) Positive attitude, technical skills, and analytical skills. 
B) Positive attitude, leadership skills, and analytical skills. 
C) Technical skills, leadership skills, and interpersonal skills. 
D) Positive attitude, interpersonal skills, and technical skills. 
E) Technical skills, leadership skills, and analytical skills.

Question 18

The three additional Ps of services marketing that extend the original four Ps of marketing are _____________, _____________, and _____________.

Accepted Answer

A) price; place; promotion 
B) process; people; promotion 
C) physical environment; process; people; 
D) prosperity; process; promotion 
E) physical environment; planning; process 
A) price; place; promotion 
B) process; people; promotion 
C) physical environment; process; people; 
D) prosperity; process; promotion 
E) physical environment; planning; process

Question 19

How do operations and human resources functions contribute to meeting the needs of service customers?

Accepted Answer

Operations is responsible for managing s

Question 20

Give an example of an industry where production and consumption are separable.

Accepted Answer

Dry cleaning, lawn m

Typically service jobs are not well-paid positions and require little education.

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

For mental-stimulus-processing, recipients must be physically present in the service factory.

Give an example of an industry where the Internet has transferred power from suppliers to customers.

The acronym for the new North American classification system that includes services is ____________.

In most highly developed nations, services account for between two-thirds and three-fourths of the GDP.

Documenting performance, explaining what was done and why, and offering guarantees are additional ways to reassure customers and reduce anxiety.

Customers being turned away or having to wait is an implication of which aspect of services?

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Lexus dealers compete with ____________ for service sales.

Less than 15 percent of service jobs around the world can currently be carried out remotely.

Define services.

A movie theater seat is an example of _____________.

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Which of the following is the best example of a supplementary service?

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

Service employees should have which set of the following?

The three additional Ps of services marketing that extend the original four Ps of marketing are _______, _, and _______.

How do operations and human resources functions contribute to meeting the needs of service customers?

Give an example of an industry where production and consumption are separable.

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 1: New Perspectives on Marketing in the Service Economy

Typically service jobs are not well-paid positions and require little education.

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

For mental-stimulus-processing, recipients must be physically present in the service factory.

Give an example of an industry where the Internet has transferred power from suppliers to customers.

The acronym for the new North American classification system that includes services is ____________.

In most highly developed nations, services account for between two-thirds and three-fourths of the GDP.

Documenting performance, explaining what was done and why, and offering guarantees are additional ways to reassure customers and reduce anxiety.

Customers being turned away or having to wait is an implication of which aspect of services?

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Lexus dealers compete with ____________ for service sales.

Less than 15 percent of service jobs around the world can currently be carried out remotely.

Define services.

A movie theater seat is an example of _____________.

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Which of the following is the best example of a supplementary service?

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

Service employees should have which set of the following?

The three additional Ps of services marketing that extend the original four Ps of marketing are _____________, _____________, and _____________.

How do operations and human resources functions contribute to meeting the needs of service customers?

Give an example of an industry where production and consumption are separable.

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

The three additional Ps of services marketing that extend the original four Ps of marketing are _______, _, and _______.