Question 1

There are five key dimensions of service quality:

Accepted Answer

A)  reliability, responsiveness, competence, courtesy, and empathy.
B)  knowledge, responsiveness, respect, diligence, and honesty.
C)  honesty, respect, empathy, reliability, and diligence.
D)  reliability, competence, alacrity, fairness, and product knowledge.
E)  reliability, tangibility, responsiveness, assurance, and empathy.F) A) and E)
G) A) and D)

Question 2

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

Question 3

The intangibility element of a service refers to the fact that it

Accepted Answer

A)  has value that can only be determined by using subjective criteria.
B)  can't be held, seen, or touched before the purchase decision.
C)  requires the ability to provide the service even in times of no demand.
D)  can maintain or accumulate good will with customers.
E)  can be objectively evaluated.F) C) and E)
G) A) and D)

Question 4

Another version of a customer contact audit that includes all employee actions and acknowledges that services are designed to be "experiences" is referred to as

Accepted Answer

A)  a service continuum.
B)  gap analysis.
C)  a service blueprint.
D)  an experience economy.
E)  a service audit.F) A) 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 B)
G) A) and C)

Question 6

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)  argue with
C)  respond to
D)  blog about
E)  considerF) C) and D)
G) B) and E)

Question 7

An expanded marketing mix for services that includes the four Ps (product, price, promotion, and place or distribution)  as well as people, physical environment, and process, is referred to as the

Accepted Answer

A)  seven Ps of services marketing.
B)  service matrix.
C)  service continuum.
D)  service encounters.
E)  service mix.F) A) and D)
G) B) and C)

Question 8

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) B) and E)

Question 9

When customers buy services, they also consider nonmonetary costs, such as the __________ efforts required to consume the service.

Accepted Answer

A)  emotional and physiological
B)  psychological and intellectual
C)  physical and moral
D)  physical and ethical
E)  mental and physicalF) A) and D)
G) A) and C)

Question 10

When willingness to help customers and provide prompt service is important, this represents which dimension of service quality?

Accepted Answer

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

Question 11

The dimension of service quality called __________ is the ability to perform the promised service dependably and accurately.

Accepted Answer

A)  reliability
B)  assurance
C)  accuracy
D)  responsiveness
E)  empathyF) C) and E)
G) D) and E)

Question 12

Because of the intangible nature of services, consumers often perceive price as a possible indicator of the __________ of the service.

Accepted Answer

A)  profit or ROI
B)  customer value
C)  quality
D)  target market
E)  costF) B) and E)
G) C) and E)

Question 13

What aspect of the product/service element of the marketing mix warrants special attention by service marketers?

Accepted Answer

Branding-since services are intangible, ...

Question 14

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

Exam 12: Services Marketing

What aspect of the product/service element of the marketing mix warrants special attention by service marketers?

Correct Answer
verified
Branding-since services are intangible, ...
View Answer

Another version of a customer contact audit that includes all employee actions and acknowledges that services are designed to be "experiences" is referred to as

Correct Answer
verified

When willingness to help customers and provide prompt service is important, this represents which dimension of service quality?

Correct Answer
verified

Because of the intangible nature of services, consumers often perceive price as a possible indicator of the __________ of the service.

Correct Answer
verified

Services are

Correct Answer
verified

The intangibility element of a service refers to the fact that it

Correct Answer
verified

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

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 dimension of service quality called __________ is the ability to perform the promised service dependably and accurately.

Correct Answer
verified

Correct Answer
verified

An expanded marketing mix for services that includes the four Ps (product, price, promotion, and place or distribution) as well as people, physical environment, and process, is referred to as the

Correct Answer
verified

When customers buy services, they also consider nonmonetary costs, such as the __________ efforts required to consume the service.

Correct Answer
verified

There are five key dimensions of service quality:

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

Exam 12: Services Marketing

What aspect of the product/service element of the marketing mix warrants special attention by service marketers?

Correct AnswerverifiedBranding-since services are intangible, ...View AnswerShow Answer

Another version of a customer contact audit that includes all employee actions and acknowledges that services are designed to be "experiences" is referred to as

Correct AnswerverifiedShow Answer

When willingness to help customers and provide prompt service is important, this represents which dimension of service quality?

Correct AnswerverifiedShow Answer

Because of the intangible nature of services, consumers often perceive price as a possible indicator of the __________ of the service.

Correct AnswerverifiedShow Answer

Services are

Correct AnswerverifiedShow Answer

The intangibility element of a service refers to the fact that it

Correct AnswerverifiedShow Answer

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

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 dimension of service quality called __________ is the ability to perform the promised service dependably and accurately.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

An expanded marketing mix for services that includes the four Ps (product, price, promotion, and place or distribution) as well as people, physical environment, and process, is referred to as the

Correct AnswerverifiedShow Answer

When customers buy services, they also consider nonmonetary costs, such as the __________ efforts required to consume the service.

Correct AnswerverifiedShow Answer

There are five key dimensions of service quality:

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

Correct Answer
verified
Branding-since services are intangible, ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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