Question 1

Outward Bound uses marketing to help achieve its goals.As a service,it can be classified as

Accepted Answer

A)  a nonprofit organization.
B)  a for-profit organization.
C)  equipment-based.
D)  a business firm.
E)  a governmental agency.F) A) and E)
G) B) and E)

Question 2

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 D)
G) B) and D)

Question 3

One of the primary differences between tangible goods and services involves a consumer's ability to make prepurchase evaluations;tangible products have ________ properties,whereas services have ________ properties.

Accepted Answer

A)  consistent;inconsistent
B)  search;experience
C)  inconsistent;consistent
D)  experience;search
E)  gap;encounterF) C) and E)
G) A) and B)

Question 4

With respect to social marketing,nonprofit organizations should do all of the following 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) B) and D)
G) C) and E)

Question 5

The emergency room staff in Houston's largest hospital is pleasantly surprised when a four-day Fourth of July weekend brings in few accident victims for treatment.They know from experience that such public holidays usually have high rates of accidents.For the hospital's business office,the lower demand for the emergency room services means

Accepted Answer

A)  a break in the service continuum.
B)  its services are no longer tangible.
C)  its services can be separated from the staff.
D)  the hospital has idle production capacity.
E)  an opportunity for gap analysis.F) A) and B)
G) B) and C)

Question 6

Based on marketing research with employees,customers,and hosts around the world,Airbnb developed its current strategy,which centers around

Accepted Answer

A)  providing free one-night stays as a way to hook discount travelers.
B)  limiting travel destinations to those with enough entertainment venues to warrant subsequent visits.
C)  expanding its offerings to include shared transportation options for frequent travelers.
D)  hosts that do not simply offer their spaces as rentals but work hard to offer unique experiences.
E)  rapid expansion in rural areas that do not have traditional hotels.F) A) and C)
G) None of the above

Question 7

The entire sequence of steps in the service delivery process is known as

Accepted Answer

A)  a service routine.
B)  customer access points.
C)  service path-analysis.
D)  a service encounter.
E)  the wheel of services.F) B) and D)
G) A) and B)

Question 8

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 9

According to the service continuum,which of the following 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 B)
G) None of the above

Question 10

The new sharing economy consists of all of the following except which?

Accepted Answer

A)  outsourcing small jobs in a local neighborhood
B)  helping people rent products,tools,and bicycles rather than purchase them
C)  renting extra space in a driveway
D)  peer-to-peer car-sharing
E)  selling theatre tickets for half off for day-of performancesF) A) and D)
G) A) and C)

Question 11

Capacity management refers to

Accepted Answer

A)  integrating the service component of the marketing mix with efforts to influence consumer demand.
B)  when the service provider is available but there is no demand.
C)  charging different prices during different times of the day or during different days of the week to reflect variations in demand for the service.
D)  the practice of changing prices for services in real time in response to supply and demand conditions.
E)  the operating cost per hour per employee or technology subtracted from the revenue generated by each full-time employee equivalent.F) A) and B)
G) A) and C)

Question 12

The less-expensive matinee movie pricing offered on shows prior to 4 p.m.is an example of

Accepted Answer

A)  price lining.
B)  price differentiation.
C)  off-peak pricing.
D)  bait-and-switch pricing.
E)  idle production pricing.F) A) and B)
G) None of the above

Question 13

The tangibles that make up the service,such as buildings,landscaping,vehicles,furnishings,signage,brochures,and equipment,comprise which element of the seven Ps of services marketing?

Accepted Answer

A)  process
B)  place
C)  physical environment
D)  productivity
E)  productF) B) and E)
G) A) and D)

Question 14

All of the following comprise the seven Ps of services marketing except which?

Accepted Answer

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

Question 15

A concierge company performs everyday services such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office for people who are too busy to perform these tasks.The clients can evaluate the services provided

Accepted Answer

A)  only before they are purchased.
B)  in the same fashion as tangible goods.
C)  more easily than evaluating tangible goods.
D)  before,during,and after they are purchased or consumed.
E)  only during consumption or after they are purchased.F) A) and B)
G) A) and C)

Question 16

Consumers can easily evaluate shoes,jewelry,and skis before making a purchase so they have ________ properties.On the other hand,consumers can evaluate services such as restaurants,ski instructors,and tanning salons only during or after their purchase,meaning these products have ________ properties.

Accepted Answer

A)  consistent;inconsistent
B)  search;experience
C)  inconsistent;consistent
D)  experience;search
E)  gap;encounterF) A) and D)
G) A) and E)

Question 17

The range of offerings from the tangible to the intangible,or product-dominant to service-dominant,is referred to as the

Accepted Answer

A)  service continuum.
B)  product continuum.
C)  tangibility line.
D)  inseparability span.
E)  customer contact audit.F) A) and E)
G) B) and D)

Question 18

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) C) and D)
G) D) and E)

Question 19

Sterile Feral,Inc. ,is a nonprofit organization that catches wild or stray cats.It then neuters,vaccinates,and releases them.In recent years,nonprofit organizations such as Sterile Feral have turned to marketing to help it

Accepted Answer

A)  receive additional government funding.
B)  expand its business to stray dogs.
C)  maintain its nonprofit status.
D)  better serve its donors in order to achieve its goals.
E)  compete with other similar organizations.F) C) and D)
G) A) and C)

Question 20

The use of brand names is especially important for services because of which unique characteristic of services?

Accepted Answer

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

Exam 12: Services Marketing

The range of offerings from the tangible to the intangible,or product-dominant to service-dominant,is referred to as the

Correct Answer
verified

Based on marketing research with employees,customers,and hosts around the world,Airbnb developed its current strategy,which centers around

Correct Answer
verified

A concierge company performs everyday services such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office for people who are too busy to perform these tasks.The clients can evaluate the services provided

Correct Answer
verified

The entire sequence of steps in the service delivery process is known as

Correct Answer
verified

All of the following comprise the seven Ps of services marketing except which?

Correct Answer
verified

The use of brand names is especially important for services because of which unique characteristic of services?

Correct Answer
verified

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

Correct Answer
verified

One of the primary differences between tangible goods and services involves a consumer's ability to make prepurchase evaluations;tangible products have properties,whereas services have properties.

Correct Answer
verified

The less-expensive matinee movie pricing offered on shows prior to 4 p.m.is an example of

Correct Answer
verified

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

Correct Answer
verified

Sterile Feral,Inc. ,is a nonprofit organization that catches wild or stray cats.It then neuters,vaccinates,and releases them.In recent years,nonprofit organizations such as Sterile Feral have turned to marketing to help it

Correct Answer
verified

The new sharing economy consists of all of the following except which?

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

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

Correct Answer
verified

Outward Bound uses marketing to help achieve its goals.As a service,it can be classified as

Correct Answer
verified

Correct Answer
verified

Capacity management refers to

Correct Answer
verified

Consumers can easily evaluate shoes,jewelry,and skis before making a purchase so they have properties.On the other hand,consumers can evaluate services such as restaurants,ski instructors,and tanning salons only during or after their purchase,meaning these products have properties.

Correct Answer
verified

The tangibles that make up the service,such as buildings,landscaping,vehicles,furnishings,signage,brochures,and equipment,comprise which element of the seven Ps of services marketing?

Correct Answer
verified

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

Correct Answer
verified

Exam 12: Services Marketing

The range of offerings from the tangible to the intangible,or product-dominant to service-dominant,is referred to as the

Correct AnswerverifiedShow Answer

Based on marketing research with employees,customers,and hosts around the world,Airbnb developed its current strategy,which centers around

Correct AnswerverifiedShow Answer

A concierge company performs everyday services such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office for people who are too busy to perform these tasks.The clients can evaluate the services provided

Correct AnswerverifiedShow Answer

The entire sequence of steps in the service delivery process is known as

Correct AnswerverifiedShow Answer

All of the following comprise the seven Ps of services marketing except which?

Correct AnswerverifiedShow Answer

The use of brand names is especially important for services because of which unique characteristic of services?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

One of the primary differences between tangible goods and services involves a consumer's ability to make prepurchase evaluations;tangible products have ________ properties,whereas services have ________ properties.

Correct AnswerverifiedShow Answer

The less-expensive matinee movie pricing offered on shows prior to 4 p.m.is an example of

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Sterile Feral,Inc. ,is a nonprofit organization that catches wild or stray cats.It then neuters,vaccinates,and releases them.In recent years,nonprofit organizations such as Sterile Feral have turned to marketing to help it

Correct AnswerverifiedShow Answer

The new sharing economy consists of all of the following except which?

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

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

Correct AnswerverifiedShow Answer

Outward Bound uses marketing to help achieve its goals.As a service,it can be classified as

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Capacity management refers to

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The tangibles that make up the service,such as buildings,landscaping,vehicles,furnishings,signage,brochures,and equipment,comprise which element of the seven Ps of services marketing?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
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One of the primary differences between tangible goods and services involves a consumer's ability to make prepurchase evaluations;tangible products have properties,whereas services have properties.

Correct Answer
verified

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

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