Question 1

Which of the following is high in search properties?

Accepted Answer

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

Question 2

As a dimension of service quality, knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as

Accepted Answer

A)  reliability.
B)  responsiveness.
C)  competence.
D)  assurance.
E)  empathy.F) All of the above
G) B) and E)

Question 3

Services incorporate the four I's of product marketing. How would each of these four elements apply to a stock brokerage service?

Accepted Answer

The four unique elements of services are...

Question 4

All of the following are benefits to be stressed during the promotion of services except

Accepted Answer

A)  price.
B)  consistent quality.
C)  location.
D)  availability.
E)  efficiency.F) A) and D)
G) A) and C)

Question 5

The key technological elements of future services include mobility and

Accepted Answer

A)  automation.
B)  transglobalization.
C)  convenience.
D)  divergence.
E)  personalization.F) All of the above
G) A) and E)

Question 6

Purchases such as legal services, auto repair, and medical diagnosis would most likely be evaluated on __________ properties.

Accepted Answer

A)  value
B)  search
C)  credence
D)  experience
E)  expenditureF) B) and E)
G) B) and D)

Question 7

The dimension of service quality called __________ is caring, individualized attention provided to customers.

Accepted Answer

A)  assurance
B)  reliability
C)  responsiveness
D)  empathy
E)  sympathyF) C) and D)
G) B) and D)

Question 8

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

Accepted Answer

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

Question 9

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

Accepted Answer

A)  a lawyer
B)  movie theaters
C)  airlines
D)  vending machines
E)  taxisF) None of the above
G) All of the above

Question 10

The dimension of service quality called __________ is willingness to help customers and provide prompt service.

Accepted Answer

A)  assurance
B)  reliability
C)  responsiveness
D)  empathy
E)  sympathyF) None of the above
G) A) and B)

Question 11

As a dimension of service quality, responsiveness is

Accepted Answer

A)  the ability to perform the promised service dependably and accurately.
B)  the appearance of physical facilities, equipment, personnel, and communication materials.
C)  the willingness to help customers and provide prompt service.
D)  the knowledge and courtesy of employees and their ability to convey trust and confidence.
E)  caring, individualized attention provided to customers.F) D) and E)
G) A) and E)

Question 12

Consumers use search, experience, and credence properties to evaluate services. Which statement is most accurate?

Accepted Answer

A)  Legal services are high in search credence properties, but medical services are high in experience properties.
B)  Haircuts are high in experience properties, but barbershops are high in search properties.
C)  Jewelry is high in search properties, although diamonds are high in credence properties.
D)  Television repair is more difficult to evaluate than restaurant meals.
E)  Child care is equally high in search, experience, and credence properties because the decision is so important.F) B) and C)
G) A) and C)

Question 13

Many service businesses use off-peak pricing to reflect variations in

Accepted Answer

A)  costs of delivering service.
B)  supply for a service.
C)  profitability based on time of day or week.
D)  demand for a service.
E)  capacity.F) B) and D)
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) None of the above
G) All of the above

Question 15

To reduce the uncertainty created by __________ properties, service consumers turn to personal sources of information such as opinion leaders, early adopters, and reference group members during the purchase decision process.

Accepted Answer

A)  search
B)  credence
C)  experience
D)  expertise
E)  qualityF) A) and E)
G) A) and D)

Question 16

Which of the following statements regarding service branding is most accurate?

Accepted Answer

A)  New services cannot be patented.
B)  Because services are intangible and more difficult to describe, brand names and logos are of critical importance.
C)  Services must include the word service in all their brand names.
D)  Service firms without a brand reputation find it easy to introduce new services.
E)  All service logos and brands must designated with the "SM" symbol.F) C) and D)
G) None of the above

Question 17

How a person establishes expectations for a service not yet experienced is influenced by word-of-mouth communications, personal needs, past experiences, and

Accepted Answer

A)  the economy.
B)  consumer income.
C)  competitive trends.
D)  promotional activities.
E)  how the organization delivers its service.F) A) and D)
G) A) and C)

Question 18

What is a customer contact audit? Outline the contact audit for a typical visit to your dentist.

Accepted Answer

A customer contact audit is a flowchart ...

Question 19

What do the United States Post Service, the Connecticut Department of Social Services, and the Phoenix Fire Department have in common?

Accepted Answer

A)  They are all privately owned companies.
B)  None fit on the service continuum.
C)  They never experience idle production capacity.
D)  Capacity management is not an issue for these organizations.
E)  They are all government agency service providers.F) C) and E)
G) All of the above

Question 20

For nonprofit organizations, excesses in revenue over expenses are

Accepted Answer

A)  taxed at one-half the rate 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 D)
G) None of the above

Exam 12: Services Marketing

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

Correct AnswerverifiedShow Answer

To reduce the uncertainty created by __________ properties, service consumers turn to personal sources of information such as opinion leaders, early adopters, and reference group members during the purchase decision process.

Correct AnswerverifiedShow Answer

Services incorporate the four I's of product marketing. How would each of these four elements apply to a stock brokerage service?

Correct AnswerverifiedThe four unique elements of services are...View AnswerShow 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

Purchases such as legal services, auto repair, and medical diagnosis would most likely be evaluated on __________ properties.

Correct AnswerverifiedShow Answer

As a dimension of service quality, responsiveness is

Correct AnswerverifiedShow Answer

The dimension of service quality called __________ is willingness to help customers and provide prompt service.

Correct AnswerverifiedShow Answer

As a dimension of service quality, knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as

Correct AnswerverifiedShow Answer

Which of the following is high in search properties?

Correct AnswerverifiedShow Answer

What do the United States Post Service, the Connecticut Department of Social Services, and the Phoenix Fire Department have in common?

Correct AnswerverifiedShow Answer

Many service businesses use off-peak pricing to reflect variations in

Correct AnswerverifiedShow Answer

Consumers use search, experience, and credence properties to evaluate services. Which statement is most accurate?

Correct AnswerverifiedShow Answer

The key technological elements of future services include mobility and

Correct AnswerverifiedShow Answer

All of the following are benefits to be stressed during the promotion of services except

Correct AnswerverifiedShow Answer

For nonprofit organizations, excesses in revenue over expenses are

Correct AnswerverifiedShow Answer

Which of the following statements regarding service branding is most accurate?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The dimension of service quality called __________ is caring, individualized attention provided to customers.

Correct AnswerverifiedShow Answer

What is a customer contact audit? Outline the contact audit for a typical visit to your dentist.

Correct AnswerverifiedA customer contact audit is a flowchart ...View AnswerShow Answer

How a person establishes expectations for a service not yet experienced is influenced by word-of-mouth communications, personal needs, past experiences, and

Correct AnswerverifiedShow Answer

Correct Answer
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The four unique elements of services are...
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Correct Answer
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Correct Answer
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Correct Answer
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A customer contact audit is a flowchart ...
View Answer

Correct Answer
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