Question 1

Figure 12-6
-According to Figure 12-6 above, Box C represents which dimension of service quality?

Accepted Answer

A)   reliability
B)   empathy
C)   tangibility (tangibles) 
D)   assurance
E)   responsivenessF) A) and B)
G) C) and D)

Question 2

Where would potatoes, a photographic studio, and a psychologist fit into the service continuum?

Accepted Answer

The service continuum refers to the rang...

Question 3

Many of the changes in the services industry in the future will be driven by which of these factors?

Accepted Answer

A)   reverse marketing
B)   global development
C)   global service branding
D)   sustainability
E)   ethnocentricityF) C) and D)
G) B) and D)

Question 4

Which of these is the best example of a people-based service?

Accepted Answer

A)   movie theaters
B)   airlines
C)   catering
D)   vending machines
E)   taxisF) B) and C)
G) A) and B)

Question 5

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

Accepted Answer

A)   search
B)   form
C)   indirect
D)   credence
E)   experienceF) B) and E)
G) A) and E)

Question 6

Unlike tangible goods, many services depend on ________, one of the seven Ps of services, for the creation and delivery of the customer service experience.

Accepted Answer

A)   people
B)   profitability
C)   process
D)   productivity
E)   physical environmentF) B) and C)
G) A) and B)

Question 7

The LA Galaxy's primary target market or "hard-core fans" is

Accepted Answer

A)   18- to 34-year-old women.
B)   Hispanics.
C)   all sports fans.
D)   18- to 34-year-old men.
E)   Generation Z.F) All of the above
G) A) and D)

Question 8

Services can be classified according to whether the provider

Accepted Answer

A)   is national or global.
B)   uses independent contractors or not.
C)   is privately owned or publicly owned.
D)   is owned by individuals or corporations.
E)   is a for-profit or nonprofit organization or a government agency.F) B) and C)
G) B) and D)

Question 9

With respect to social marketing, nonprofit organizations should do all of these except which?

Accepted Answer

A)   use social media that allow the use of digital photos, video, and gaming skills
B)   allow people to feel like they are doing something
C)   restrict the sharing of information, such as allowing people to share personal stories, due to privacy concerns
D)   have metrics to assess the effectiveness of its social media activities
E)   understand what motivates people to take up causesF) A) and D)
G) B) and E)

Question 10

All of these are true about the price element of services except which?

Accepted Answer

A)   Price can be referred to in a variety of terms.
B)   Price can affect consumer perceptions of the service.
C)   Price can be kept consistent through the use of off-peak pricing.
D)   Price can be used in capacity management.
E)   Price can be used in services to imply a higher quality.F) All of the above
G) A) and C)

Question 11

Services such as restaurants and child care are evaluated on ________ properties.

Accepted Answer

A)   search
B)   form
C)   experience
D)   credence
E)   performanceF) A) and B)
G) A) and C)

Question 12

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)   expenditureF) B) and C)
G) B) and E)

Question 13

The FedEx brand name suggests that its service is credible and fast. This perception is important because of which unique characteristic of services?

Accepted Answer

A)   inventory costs
B)   inseparability
C)   inconsistency
D)   invisibility
E)   intangibilityF) A) and E)
G) D) and E)

Question 14

As a dimension of service quality, the caring, individualized attention provided to customers as a dimension of service quality is referred to as

Accepted Answer

A)   reliability.
B)   responsiveness.
C)   competence.
D)   assurance.
E)   empathy.F) B) and C)
G) A) and B)

Question 15

Services often 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)   incongruity.
B)   differentiation.
C)   variation.
D)   inconsistency.
E)   intangibility.F) A) and B)
G) B) and D)

Question 16

According to the service continuum, which of these offerings has an equal balance of tangible and intangible attributes?

Accepted Answer

A)   tailored suit
B)   tutoring service
C)   dog food
D)   fast-food restaurant
E)   movie theaterF) A) and E)
G) A) and D)

Question 17

The categories for people-based services include

Accepted Answer

A)   volunteers, skilled operators, and professionals.
B)   unskilled labor, skilled labor, and professionals.
C)   unskilled operators, unskilled labor, and skilled labor.
D)   automated, skilled operators, and unskilled labor.
E)   automated, skilled operators, and professionals.F) C) and D)
G) A) and E)

Question 18

Alesia has a backache due to overexertion. She believes a massage would loosen her back muscles and make her feel better. She is concerned because a massage, unlike a pair of shoes, cannot be felt before she buys it. Alesia realizes massages have ________ properties.

Accepted Answer

A)   search
B)   form
C)   experience
D)   credence
E)   performanceF) A) and E)
G) A) and B)

Question 19

Tuition, charges, fares, fees, and rates are all terms

Accepted Answer

A)   given to the tangible portion of the price of a service.
B)   that are interchangeable when identifying the price of a service.
C)   given to the intangible portion of the price of a service.
D)   given to describe the price of services.
E)   used in services to imply a higher quality product than the terms cost or price.F) C) and E)
G) B) and E)

Question 20

According to the service continuum, which of these offerings has the highest level of intangibility?

Accepted Answer

A)   tailored suit
B)   advertising agency
C)   tutoring service
D)   fast-food restaurant
E)   saltF) A) and D)
G) D) and E)

Exam 12: Services Marketing

All of these are true about the price element of services except which?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Services can be classified according to whether the provider

Correct AnswerverifiedShow Answer

The FedEx brand name suggests that its service is credible and fast. This perception is important because of which unique characteristic of services?

Correct AnswerverifiedShow Answer

Which of these is the best example of a people-based service?

Correct AnswerverifiedShow Answer

Many of the changes in the services industry in the future will be driven by which of these factors?

Correct AnswerverifiedShow Answer

With respect to social marketing, nonprofit organizations should do all of these except which?

Correct AnswerverifiedShow Answer

As a dimension of service quality, the caring, individualized attention provided to customers as a dimension of service quality is referred to as

Correct AnswerverifiedShow Answer

Alesia has a backache due to overexertion. She believes a massage would loosen her back muscles and make her feel better. She is concerned because a massage, unlike a pair of shoes, cannot be felt before she buys it. Alesia realizes massages have ________ properties.

Correct AnswerverifiedShow Answer

According to the service continuum, which of these offerings has an equal balance of tangible and intangible attributes?

Correct AnswerverifiedShow Answer

The LA Galaxy's primary target market or "hard-core fans" is

Correct AnswerverifiedShow Answer

Tuition, charges, fares, fees, and rates are all terms

Correct AnswerverifiedShow Answer

Services often 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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The categories for people-based services include

Correct AnswerverifiedShow Answer

Services such as restaurants and child care are evaluated on ________ properties.

Correct AnswerverifiedShow Answer

Unlike tangible goods, many services depend on ________, one of the seven Ps of services, for the creation and delivery of the customer service experience.

Correct AnswerverifiedShow Answer

According to the service continuum, which of these offerings has the highest level of intangibility?

Correct AnswerverifiedShow Answer

Figure 12-6 -According to Figure 12-6 above, Box C represents which dimension of service quality?

Correct AnswerverifiedShow Answer

Where would potatoes, a photographic studio, and a psychologist fit into the service continuum?

Correct AnswerverifiedThe service continuum refers to the rang...View AnswerShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
The service continuum refers to the rang...
View Answer