Question 1

Select a familiar nonprofit organization, and describe its target market and marketing mix.

Accepted Answer

The answer of Select a familiar nonprofit organization, and describe...

Question 2

Which of the following services falls closest to the middle of the tangibility continuum?

Accepted Answer

A) College education 
B) Dinner at the Olive Garden 
C) A new Ford Escape 
D) A custom built yacht 
E) A trip to Brazil

Question 3

Customers seldom rely on the price-quality associations.

Accepted Answer

A) True 
 B)False

Question 4

How do the target markets of nonprofit organizations differ from the target markets of for-profit organizations?

Accepted Answer

The answer of How do the target markets of nonprofit...

Question 5

Tara finds evaluating a new pair of jeans much easier than evaluating tennis lessons because she can try on the jeans to see exactly how they feel and fit. In other words, the jeans have many ____ qualities.

Accepted Answer

A) experience 
B) search 
C) intangible 
D) credence 
E) assurance

Question 6

Goods can be defined in terms of their physical attributes, but services cannot because they are intangible.

Accepted Answer

A) True 
 B)False

Question 7

Marketers of services must deal with the challenges of balancing supply and demand and planning for peak and off-peak times. What characteristic of services creates these challenges?

Accepted Answer

A) Inseparability 
B) Customer contact 
C) Perishability 
D) Heterogeneity 
E) Intangibility

Question 8

As Stan and Anna Walicki meet with the account representative at Landmark Bank, they are shown a sample of what their monthly statement will look like. Providing such sample documents allows Landmark to add tangibility to which of the following service qualities?

Accepted Answer

A) Experience 
B) Credence 
C) Search 
D) Perishability 
E) Inseparability

Question 9

The growth of business services is largely attributed to

Accepted Answer

A) increases in incomes and living standards. 
B) decreases in the consumption of products. 
C) increases in governmental expenditures. 
D) increases in the complexity and competitiveness of business environments. 
E) increases in population.

Question 10

Tina, a waitress at the Riverfront Grill, is angry that a customer complained that his soup was cold because of her slow service. Riverfront owner Max Griffin reminds her that she must focus on service quality as defined by

Accepted Answer

A) the health department. 
B) restaurant management. 
C) the customer's perceptions. 
D) temperature guidelines. 
E) general practices.

Question 11

If a nonsmoker dines in a restaurant without a no-smoking section, then the overall quality of service experienced by the nonsmoking customer probably declines. This is an example of which of the following service characteristics?

Accepted Answer

A) Perishability 
B) Inseparability 
C) Heterogeneity 
D) Intangibility 
E) Homogeneity

Question 12

Services are products that can be touched and felt.

Accepted Answer

A) True 
 B)False

Question 13

By installing automated check-in kiosks in some airports, airlines have increased production capacity and reduced the number of personnel. This results in a decrease in

Accepted Answer

A) perishability. 
B) intangibility. 
C) customer contact. 
D) inseparability. 
E) customer service.

Question 14

Demand-based pricing most closely relates to the ____ of services.

Accepted Answer

A) perishability 
B) intangibility 
C) heterogeneity 
D) customer contact aspect 
E) inseparability

Question 15

Because services are intangible by nature, marketers should downplay the tangibles associated with a particular service (such as facilities or employees).

Accepted Answer

A) True 
 B)False

Question 16

Production and consumption of services must simultaneously occur due to the ____ characteristic of services.

Accepted Answer

A) intangibility 
B) heterogeneity 
C) customer contact 
D) perishability 
E) inseparability

Question 17

A hairstylist that gives good haircuts in the morning but tends to give haircuts of lesser quality in the afternoon is suffering from the challenges associated with intangibility.

Accepted Answer

A) True 
 B)False

Question 18

Service industries account for less than 50 percent of the U.S. gross domestic product.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following service characteristics results in variability of service quality yet provides the opportunity for customizing services to match the specific needs of individual customers?

Accepted Answer

A) Homogeneity 
B) Perishability 
C) Heterogeneity 
D) Intangibility 
E) Inseparability

Question 20

Jason Robinson, a dentist, finds that he is not bringing in enough revenue to cover his expenses. He would like to schedule more patients, but he finds that in almost every time slot, he is seeing an existing patient. Jason's difficulty in expanding his practice involves the aspect of service called

Accepted Answer

A) slotting. 
B) perishability. 
C) credence. 
D) inseparability. 
E) heterogeneity.

Exam 13: Services Marketing

Select a familiar nonprofit organization, and describe its target market and marketing mix.

Which of the following services falls closest to the middle of the tangibility continuum?

Customers seldom rely on the price-quality associations.

How do the target markets of nonprofit organizations differ from the target markets of for-profit organizations?

Tara finds evaluating a new pair of jeans much easier than evaluating tennis lessons because she can try on the jeans to see exactly how they feel and fit. In other words, the jeans have many ____ qualities.

Goods can be defined in terms of their physical attributes, but services cannot because they are intangible.

Marketers of services must deal with the challenges of balancing supply and demand and planning for peak and off-peak times. What characteristic of services creates these challenges?

As Stan and Anna Walicki meet with the account representative at Landmark Bank, they are shown a sample of what their monthly statement will look like. Providing such sample documents allows Landmark to add tangibility to which of the following service qualities?

The growth of business services is largely attributed to

Tina, a waitress at the Riverfront Grill, is angry that a customer complained that his soup was cold because of her slow service. Riverfront owner Max Griffin reminds her that she must focus on service quality as defined by

If a nonsmoker dines in a restaurant without a no-smoking section, then the overall quality of service experienced by the nonsmoking customer probably declines. This is an example of which of the following service characteristics?

Services are products that can be touched and felt.

By installing automated check-in kiosks in some airports, airlines have increased production capacity and reduced the number of personnel. This results in a decrease in

Demand-based pricing most closely relates to the ____ of services.

Because services are intangible by nature, marketers should downplay the tangibles associated with a particular service (such as facilities or employees).

Production and consumption of services must simultaneously occur due to the ____ characteristic of services.

A hairstylist that gives good haircuts in the morning but tends to give haircuts of lesser quality in the afternoon is suffering from the challenges associated with intangibility.

Service industries account for less than 50 percent of the U.S. gross domestic product.

Which of the following service characteristics results in variability of service quality yet provides the opportunity for customizing services to match the specific needs of individual customers?