Question 1

Airlines feature load factor as a capacity management measure on their marketing dashboards, along with two other measures: the operating expense per available seat flown one mile and the revenue generated by each seat flown one mile, called

Accepted Answer

A)   profit per passenger.
B)   average price per passenger.
C)   internal ROI.
D)   unit variable sales.
E)   yield.F) A) and B)
G) A) and C)

Question 2

The brochure for Spa Sydell has photographs of people enjoying the various spa amenities. By seeing the pictures of available treatments at the spa, a customer has a better idea of what she is buying. Spa Sydell uses a brochure to help customers deal with the ________ that is associated with using the service.

Accepted Answer

A)   incongruity
B)   inconsistency
C)   inventory costs
D)   inseparability
E)   intangibilityF) All of the above
G) B) and C)

Question 3

The inventory costs of services include

Accepted Answer

A)   equipment and training costs.
B)   management and material costs.
C)   service delivery and spoilage costs.
D)   salary of service provider and equipment costs.
E)   salary of service provider and training costs.F) B) and E)
G) None of the above

Question 4

Organizations attempt to reduce inconsistency in their services by

Accepted Answer

A)   paying higher incentives to employees to encourage satisfactory performance.
B)   reducing incentives available to employees because of poor performance.
C)   reducing the customer contact points in the service delivery process.
D)   providing standardization and training.
E)   exercising better hiring practices.F) None of the above
G) B) and E)

Question 5

Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats, and then neuters, vaccinates, and releases them. Veterinarians are particularly impressed with how effectively and safely the organization performs its service each and every time. With which service quality dimension are veterinarians most impressed?

Accepted Answer

A)   assurance
B)   tangibility
C)   reliability
D)   credibility
E)   empathyF) B) and D)
G) A) and B)

Question 6

Idle production capacity for services is defined as

Accepted Answer

A)   a situation where the demand exceeds the availability of service providers and as a result, no services can be offered.
B)   situations in which the supply of tangible goods exceeds the primary demand for the service.
C)   a situation where a service provider is available but there is no demand for the service.
D)   integrating the service component of the marketing mix with efforts to influence consumer demand.
E)   the reduced effectiveness of one service provider serving multiple clients at the same time.F) A) and E)
G) All of the above

Question 7

Service providers use tools such as ________, which consists of charging different prices for different times of the day or during different days of the week, to manage the variations in demand for their services.

Accepted Answer

A)   scale pricing
B)   capacity pricing
C)   down-time pricing
D)   off-peak pricing
E)   fraction pricingF) A) and C)
G) B) and D)

Question 8

To help consumers assess and compare its airline service, Frontier Airlines has used personable animal characters in its advertising to announce and describe benefits, such as leather seats and "stretch" seating, to help deal with the

Accepted Answer

A)   incongruity of the service.
B)   inseparability of the service.
C)   intangibility of the service.
D)   inflexibility of the service.
E)   interdependence of the service.F) A) and C)
G) None of the above

Question 9

Equipment-based services do not have the marketing concern of inconsistency because ________ have been removed from the delivery of the service.

Accepted Answer

A)   risk and product liability
B)   people
C)   learning requirements
D)   automations
E)   accessoriesF) A) and B)
G) All of the above

Question 10

Which of these products is high in search properties?

Accepted Answer

A)   clothing
B)   TV repair
C)   legal services
D)   auto repair
E)   medical diagnosisF) A) and E)
G) All of the above

Question 11

Identify and describe how the LA Galaxy uses the seven Ps of services marketing in its marketing program.

Accepted Answer

Each of the seven Ps of services marketi...

Question 12

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

Accepted Answer

A)   tangibility (tangibles) 
B)   responsiveness
C)   assurance
D)   reliability
E)   empathyF) None of the above
G) A) and B)

Question 13

The Philadelphia Phillies baseball team may have great hitting and pitching one day, and lose by 10 runs the next day. This is an example of a service being

Accepted Answer

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

Question 14

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

Accepted Answer

A)   lawn care
B)   doctors
C)   dry cleaners
D)   lawyers
E)   janitorial servicesF) All of the above
G) B) and E)

Question 15

The inventory carrying costs of airlines are high because they

Accepted Answer

A)   use a straight salary compensation plan for the large numbers of flight attendants.
B)   have high-salaried pilots and very expensive equipment.
C)   allow baggage personnel to work overtime.
D)   decrease the number of workdays per week but increase the hours per day.
E)   use a commission compensation system for their reservationists.F) B) and D)
G) D) and E)

Question 16

Josh is looking for a new smartphone provider because he has grown tired of the many dropped calls, particularly near his school. In terms of the service quality dimensions, Josh is unhappy with which dimension of his service?

Accepted Answer

A)   assurance
B)   tangibility
C)   responsiveness
D)   reliability
E)   empathyF) A) and E)
G) All of the above

Question 17

Recently, many nonprofit organizations such as the American Red Cross

Accepted Answer

A)   have found marketing practices to be counterproductive.
B)   began using marketing activities to improve profits.
C)   could not afford marketing activities.
D)   thought that marketing activities would create excess demand.
E)   have used marketing to develop advertising and other promotional campaigns.F) B) and E)
G) A) and B)

Question 18

According to the service continuum, what are offerings such as neckties, dog food, and salt?

Accepted Answer

A)   product-dominated offerings
B)   people-dominated offerings
C)   service-dominated offerings
D)   equipment-dominated offerings
E)   idea-dominated offeringsF) A) and C)
G) C) and E)

Question 19

Services are

Accepted Answer

A)   the tangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value.
B)   the activities provided to complement a tangible good, such as technical support for a computer.
C)   any activity required for the production of a good that cannot be completed in-house and must be outsourced to another firm.
D)   the human (nonmechanical)  component that is part of the manufacturing process.
E)   the intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value.F) A) and E)
G) C) and D)

Question 20

Which of these statements regarding the place element of services is most accurate?

Accepted Answer

A)   Place has little impact on the marketing of services because there are so many intermediaries from which a consumer may choose.
B)   The distribution site and the service provider are the intangible components of the service.
C)   Place is an especially important factor because of the inconsistency between the service and the service provider.
D)   As competition grows in service industries, the value of convenient distribution is being recognized.
E)   Technology is an effective way to bring services to the customer but only if the consumer is a new user. Otherwise, the disadvantages outweigh the benefits.F) A) and D)
G) B) and D)

Exam 12: Services Marketing

Correct Answer
verified

The inventory carrying costs of airlines are high because they

Correct Answer
verified

Services are

Correct Answer
verified

Recently, many nonprofit organizations such as the American Red Cross

Correct Answer
verified

Equipment-based services do not have the marketing concern of inconsistency because ________ have been removed from the delivery of the service.

Correct Answer
verified

According to the service continuum, what are offerings such as neckties, dog food, and salt?

Correct Answer
verified

Identify and describe how the LA Galaxy uses the seven Ps of services marketing in its marketing program.

Correct Answer
verified
Each of the seven Ps of services marketi...
View Answer

The Philadelphia Phillies baseball team may have great hitting and pitching one day, and lose by 10 runs the next day. This is an example of a service being

Correct Answer
verified

To help consumers assess and compare its airline service, Frontier Airlines has used personable animal characters in its advertising to announce and describe benefits, such as leather seats and "stretch" seating, to help deal with the

Correct Answer
verified

Correct Answer
verified

Which of these statements regarding the place element of services is most accurate?

Correct Answer
verified

Airlines feature load factor as a capacity management measure on their marketing dashboards, along with two other measures: the operating expense per available seat flown one mile and the revenue generated by each seat flown one mile, called

Correct Answer
verified

Which of these products is high in search properties?

Correct Answer
verified

Idle production capacity for services is defined as

Correct Answer
verified

The inventory costs of services include

Correct Answer
verified

Josh is looking for a new smartphone provider because he has grown tired of the many dropped calls, particularly near his school. In terms of the service quality dimensions, Josh is unhappy with which dimension of his service?

Correct Answer
verified

Organizations attempt to reduce inconsistency in their services by

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Service providers use tools such as ________, which consists of charging different prices for different times of the day or during different days of the week, to manage the variations in demand for their services.

Correct Answer
verified

Exam 12: Services Marketing

Correct AnswerverifiedShow Answer

The inventory carrying costs of airlines are high because they

Correct AnswerverifiedShow Answer

Services are

Correct AnswerverifiedShow Answer

Recently, many nonprofit organizations such as the American Red Cross

Correct AnswerverifiedShow Answer

Equipment-based services do not have the marketing concern of inconsistency because ________ have been removed from the delivery of the service.

Correct AnswerverifiedShow Answer

According to the service continuum, what are offerings such as neckties, dog food, and salt?

Correct AnswerverifiedShow Answer

Identify and describe how the LA Galaxy uses the seven Ps of services marketing in its marketing program.

Correct AnswerverifiedEach of the seven Ps of services marketi...View AnswerShow Answer

The Philadelphia Phillies baseball team may have great hitting and pitching one day, and lose by 10 runs the next day. This is an example of a service being

Correct AnswerverifiedShow Answer

To help consumers assess and compare its airline service, Frontier Airlines has used personable animal characters in its advertising to announce and describe benefits, such as leather seats and "stretch" seating, to help deal with the

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of these statements regarding the place element of services is most accurate?

Correct AnswerverifiedShow Answer

Airlines feature load factor as a capacity management measure on their marketing dashboards, along with two other measures: the operating expense per available seat flown one mile and the revenue generated by each seat flown one mile, called

Correct AnswerverifiedShow Answer

Which of these products is high in search properties?

Correct AnswerverifiedShow Answer

Idle production capacity for services is defined as

Correct AnswerverifiedShow Answer

The inventory costs of services include

Correct AnswerverifiedShow Answer

Josh is looking for a new smartphone provider because he has grown tired of the many dropped calls, particularly near his school. In terms of the service quality dimensions, Josh is unhappy with which dimension of his service?

Correct AnswerverifiedShow Answer

Organizations attempt to reduce inconsistency in their services by

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Service providers use tools such as ________, which consists of charging different prices for different times of the day or during different days of the week, to manage the variations in demand for their services.

Correct AnswerverifiedShow Answer

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Each of the seven Ps of services marketi...
View Answer

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