Question 1

Equipment-based services, such as ATMs, online brokerage firms, and automated car washes, do not have the marketing concern of

Accepted Answer

A)  inconsistency.
B)  intangibility.
C)  inseparability.
D)  inventory.
E)  independence.F) A) and D)
G) A) and C)

Question 2

A person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications, personal needs, past experiences, and promotional activities. However, the actual experience(s)  are determined by

Accepted Answer

A)  the way the organization delivers its service.
B)  the positive reinforcement from friends, family, and peers, after the service was provided.
C)  repeat encounters with the same service provider.
D)  psychological feelings of well-being.
E)  a formal post-purchase evaluation or questionnaire.F) C) and D)
G) A) and B)

Question 3

Which of the following is considered a service?

Accepted Answer

A)  a marketing class
B)  lamp
C)  motorcycle
D)  potato chips
E)  environmentalismF) B) and E)
G) D) and E)

Question 4

The appearance of the environment in which the service is delivered and where the firm and customer interact can influence the customer's __________ of the service.

Accepted Answer

A)  repeat usage
B)  evaluation
C)  exploitation
D)  utilization
E)  perceptionF) A) and B)
G) None of the above

Question 5

Services can be classified according to whether they are delivered by: (1)  people or equipment, (2)  for-profit or nonprofit organizations, or (3)  __________.

Accepted Answer

A)  government agencies
B)  a national organization or a global organization
C)  privately owned or publicly owned
D)  performed by independent contractors
E)  owned by individuals or corporationsF) A) and B)
G) A) and E)

Question 6

How a person establishes expectations for a service not yet experienced is influenced by word-of-mouth communications, personal needs, __________, and promotional activities.

Accepted Answer

A)  how the organization delivers its service
B)  past experiences
C)  competitive trends
D)  the economy
E)  consumer incomeF) A) and B)
G) C) and E)

Question 7

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)  create a competitive advantage.
E)  minimize consumer involvement.F) B) and D)
G) A) and E)

Question 8

To help consumers ____________, marketers try to make them tangible or show the benefits of using the service.

Accepted Answer

A)  assess and compare services
B)  reduce inconsistency
C)  increase interaction with service providers
D)  appreciate the flexibility of services
E)  understand the interdependence of servicesF) A) and E)
G) A) and C)

Question 9

Many services depend on __________ for the creation and delivery of the customer service experience.

Accepted Answer

A)  people
B)  government
C)  process
D)  productivity
E)  physical environmentF) B) and C)
G) A) and E)

Question 10

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 B)
G) C) and E)

Question 11

Customers will often judge the __________ of the service experience based on the performance of the people providing the service.

Accepted Answer

A)  price
B)  productivity
C)  process
D)  quality
E)  physical environmentF) A) and E)
G) A) and C)

Question 12

As a dimension of service quality, the ability to perform the promised service dependably and accurately is referred to as

Accepted Answer

A)  responsiveness.
B)  competence.
C)  courtesy.
D)  empathy.
E)  reliability.F) B) and E)
G) B) and C)

Question 13

Inconsistency of services refers to the fact 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 employee even 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) C) and D)
G) A) and E)

Question 14

The inventory carrying costs of airlines is 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 C)
G) A) and E)

Question 15

When banks are closed, they can offer value to their customers through automatic teller machines (ATMs) . This self-service technology also comes with a down side since the ATMs are perceived as being less

Accepted Answer

A)  convenient.
B)  reliable.
C)  personal.
D)  safe.
E)  accurate.F) C) and E)
G) A) and D)

Question 16

Which service listed below has the lowest inventory carrying cost?

Accepted Answer

A)  railroad
B)  hotel
C)  long-term care facility
D)  amusement park
E)  insurance companyF) B) and C)
G) A) and B)

Question 17

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) C) and E)
G) B) and C)

Question 18

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) A) and E)
G) B) and E)

Question 19

Services are now a larger part of the U.S. gross domestic product (GDP)  than goods. The growth of the service sector is the result of

Accepted Answer

A)  changes in the service mix and the decline in goods production.
B)  goods representing a larger part of the gross domestic product than services.
C)  changes in the way service consumers make purchase decisions and the ways in which the marketing mix is used for services.
D)  increased demand for services that have been available in the past and the increasing interest in new services.
E)  the imbalance between exported merchandise and commercial services.F) A) and B)
G) A) and C)

Question 20

What do a dry cleaning service, an automated car wash, and a taxi service have in common?

Accepted Answer

A)  They are all tangible services.
B)  They are all people-based services.
C)  None of them has problems with idle production capacity.
D)  They never use off-peak pricing.
E)  They are all equipment-based services.F) A) and B)
G) A) and C)

Exam 12: Services Marketing

The appearance of the environment in which the service is delivered and where the firm and customer interact can influence the customer's __________ of the service.

Correct AnswerverifiedShow Answer

The inventory carrying costs of airlines is high because they

Correct AnswerverifiedShow Answer

Equipment-based services, such as ATMs, online brokerage firms, and automated car washes, do not have the marketing concern of

Correct AnswerverifiedShow Answer

Services can be classified according to whether they are delivered by: (1) people or equipment, (2) for-profit or nonprofit organizations, or (3) __________.

Correct AnswerverifiedShow Answer

Which service listed below has the lowest inventory carrying cost?

Correct AnswerverifiedShow Answer

A person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications, personal needs, past experiences, and promotional activities. However, the actual experience(s) are determined by

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

To help consumers ____________, marketers try to make them tangible or show the benefits of using the service.

Correct AnswerverifiedShow Answer

Many services depend on __________ for the creation and delivery of the customer service experience.

Correct AnswerverifiedShow Answer

As a dimension of service quality, the ability to perform the promised service dependably and accurately is referred to as

Correct AnswerverifiedShow Answer

How a person establishes expectations for a service not yet experienced is influenced by word-of-mouth communications, personal needs, __________, and promotional activities.

Correct AnswerverifiedShow Answer

Inconsistency of services refers to the fact that

Correct AnswerverifiedShow Answer

Services are now a larger part of the U.S. gross domestic product (GDP) than goods. The growth of the service sector is the result of

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

When banks are closed, they can offer value to their customers through automatic teller machines (ATMs) . This self-service technology also comes with a down side since the ATMs are perceived as being less

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is considered a service?

Correct AnswerverifiedShow Answer

What do a dry cleaning service, an automated car wash, and a taxi service have in common?

Correct AnswerverifiedShow Answer

Customers will often judge the __________ of the service experience based on the performance of the people providing the service.

Correct AnswerverifiedShow Answer

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