Question 1

For nonprofit organizations, excesses in revenue over expenses are

Accepted Answer

A)   taxed at one-half the rate of for-profit organizations.
B)   distributed equally to all of the organization's shareholders.
C)   returned to the organization's treasury to allow the 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.F) A) and E)
G) B) and E)

Question 2

The trend toward sustainability and "green" business practices has expanded to include many services as they strive to

Accepted Answer

A)   comply with FDA rules.
B)   increase their energy use.
C)   reduce their capacity.
D)   shift focus to the use of resources.
E)   minimize consumer involvement.F) A) and C)
G) A) and B)

Question 3

The 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)   suppliersF) B) and C)
G) B) and D)

Question 4

Which of these is a point in the customer contact audit for a health club?

Accepted Answer

A)   participating in one of the health club's exercise classes
B)   the customer's diet
C)   too much traffic on the way to the club
D)   a willingness to exercise
E)   meeting an attractive gym memberF) C) and E)
G) All of the above

Question 5

Consumers have more difficulty evaluating services than they do products; the difficulty results from the

Accepted Answer

A)   intangibility of services.
B)   incongruity of services.
C)   inseparability of services.
D)   inflexibility of services.
E)   interdependence of services.F) A) and D)
G) A) and C)

Question 6

Which of these is high in credence properties?

Accepted Answer

A)   clothing
B)   vacation
C)   jewelry
D)   houses
E)   auto repairF) C) and D)
G) B) and E)

Question 7

Most marketing experts agree that it is best to ________ service failures, particularly when the failure is viewed to be the result of a controllable factor.

Accepted Answer

A)   ignore
B)   present success stories to negate
C)   respond to
D)   blog about
E)   considerF) A) and B)
G) B) and E)

Question 8

How is inventory of services different from that of products?

Accepted Answer

A)   Time is less important to customers of services than customers of products.
B)   Only service inventory can be reduced through more efficient movement of products.
C)   There are larger costs associated with the handling of service inventory.
D)   Unlike goods providers, the service provider is often unavailable when there is a demand for the service.
E)   Service inventory costs are related to idle production capacity rather than storage or perishability.F) A) and D)
G) B) and D)

Question 9

Recent research suggests that employees affect the success of customer relationships through which of the following?

Accepted Answer

A)   innovativeness
B)   competence
C)   persuasiveness
D)   assertiveness
E)   friendlinessF) A) and B)
G) B) and C)

Question 10

Recent surveys of consumers have indicated that while customers of many services are interested in being "relationship customers," they require that the relationship be balanced in terms of

Accepted Answer

A)   honesty, a lack of prejudice, and empathy.
B)   loyalty, benefits, value, kinds of connections, and respect for privacy.
C)   loyalty, honesty, and integrity.
D)   financial benefits, product benefits, and preferential treatment.
E)   financial benefits, product benefits, and interpersonal benefits.F) A) and E)
G) C) and D)

Question 11

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. The revenue generated by each seat flown one mile is

Accepted Answer

A)   9.83 cents.
B)   82.1 cents.
C)   8.28 cents.
D)   18.11 cents.
E)   7.99 cents.F) A) and B)
G) A) and E)

Question 12

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

Accepted Answer

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

Question 13

Beverly has 15 tax accountants on her staff. During the months of February, March, and April, her staff is overworked, and she may even hire more employees to meet the tax preparation needs of her clients. Beverly is not currently experiencing ________; in fact, all of her employees are fully being used.

Accepted Answer

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

Question 14

The actual procedures, mechanisms, and flow of activities by which a service is created and delivered is referred to as

Accepted Answer

A)   process.
B)   procedure.
C)   productivity.
D)   protocol.
E)   plan.F) A) and E)
G) A) and C)

Question 15

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. From these details, the percentage of available seats flown one mile occupied by a paying customer is ________.

Accepted Answer

A)   9.83
B)   82.1
C)   8.28
D)   18.11
E)   1.55F) A) and E)
G) C) and D)

Question 16

Which of these is a government agency that provides a service?

Accepted Answer

A)   March of Dimes
B)   American Red Cross
C)   Home Depot
D)   United States Postal Service
E)   Chase BankF) A) and E)
G) A) and D)

Question 17

Inconsistency of services refers to the idea that

Accepted Answer

A)   there is no regulation of service industries in terms of basic standards of quality.
B)   the quality of service provided by a firm is often inconsistent with its image.
C)   the performance of one employee may vary from the performance of another though the same firm employs both.
D)   training and standardization of service delivery procedures cannot be accomplished.
E)   services have a varying degree of durability.F) A) and D)
G) A) and C)

Question 18

One tool available to marketers that are trying to even out the variations in demand for services is

Accepted Answer

A)   off-peak pricing.
B)   product lay-away.
C)   credit incentives.
D)   container sales.
E)   product rationing.F) A) and E)
G) A) and D)

Question 19

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

Accepted Answer

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

Question 20

How does the LA Galaxy use promotion (advertising, personal selling, public relations, sales promotion, direct marketing) in its marketing program?

Accepted Answer

LA Galaxy advertising includes TV, radio...

Exam 12: Services Marketing

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. From these details, the percentage of available seats flown one mile occupied by a paying customer is ________.

Correct Answer
verified

One tool available to marketers that are trying to even out the variations in demand for services is

Correct Answer
verified

Which of these is a point in the customer contact audit for a health club?

Correct Answer
verified

How does the LA Galaxy use promotion (advertising, personal selling, public relations, sales promotion, direct marketing) in its marketing program?

Correct Answer
verified
LA Galaxy advertising includes TV, radio...
View Answer

How is inventory of services different from that of products?

Correct Answer
verified

Which of these is a government agency that provides a service?

Correct Answer
verified

Inconsistency of services refers to the idea that

Correct Answer
verified

Which of these is high in credence properties?

Correct Answer
verified

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. The revenue generated by each seat flown one mile is

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

The actual procedures, mechanisms, and flow of activities by which a service is created and delivered is referred to as

Correct Answer
verified

Most marketing experts agree that it is best to ________ service failures, particularly when the failure is viewed to be the result of a controllable factor.

Correct Answer
verified

The 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.

Correct Answer
verified

The trend toward sustainability and "green" business practices has expanded to include many services as they strive to

Correct Answer
verified

Recent surveys of consumers have indicated that while customers of many services are interested in being "relationship customers," they require that the relationship be balanced in terms of

Correct Answer
verified

For nonprofit organizations, excesses in revenue over expenses are

Correct Answer
verified

Consumers have more difficulty evaluating services than they do products; the difficulty results from the

Correct Answer
verified

Recent research suggests that employees affect the success of customer relationships through which of the following?

Correct Answer
verified

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

Correct Answer
verified

Exam 12: Services Marketing

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. From these details, the percentage of available seats flown one mile occupied by a paying customer is ________.

Correct AnswerverifiedShow Answer

One tool available to marketers that are trying to even out the variations in demand for services is

Correct AnswerverifiedShow Answer

Which of these is a point in the customer contact audit for a health club?

Correct AnswerverifiedShow Answer

How does the LA Galaxy use promotion (advertising, personal selling, public relations, sales promotion, direct marketing) in its marketing program?

Correct AnswerverifiedLA Galaxy advertising includes TV, radio...View AnswerShow Answer

How is inventory of services different from that of products?

Correct AnswerverifiedShow Answer

Which of these is a government agency that provides a service?

Correct AnswerverifiedShow Answer

Inconsistency of services refers to the idea that

Correct AnswerverifiedShow Answer

Which of these is high in credence properties?

Correct AnswerverifiedShow Answer

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. The revenue generated by each seat flown one mile is

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The actual procedures, mechanisms, and flow of activities by which a service is created and delivered is referred to as

Correct AnswerverifiedShow Answer

Most marketing experts agree that it is best to ________ service failures, particularly when the failure is viewed to be the result of a controllable factor.

Correct AnswerverifiedShow Answer

The 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.

Correct AnswerverifiedShow Answer

The trend toward sustainability and "green" business practices has expanded to include many services as they strive to

Correct AnswerverifiedShow Answer

Recent surveys of consumers have indicated that while customers of many services are interested in being "relationship customers," they require that the relationship be balanced in terms of

Correct AnswerverifiedShow Answer

For nonprofit organizations, excesses in revenue over expenses are

Correct AnswerverifiedShow Answer

Consumers have more difficulty evaluating services than they do products; the difficulty results from the

Correct AnswerverifiedShow Answer

Recent research suggests that employees affect the success of customer relationships through which of the following?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified
LA Galaxy advertising includes TV, radio...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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