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

Question 2

According to Figure 12-6 above,"D" represents which dimension of service quality?

Accepted Answer

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

Question 3

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 "℠" symbol.F) B) and E)
G) B) and C)

Question 4

Recent surveys of consumers have indicated that while customers of many services are interested in being "relationship customers," they require that the relationship be balanced in terms of

Accepted Answer

A)  honesty,a lack of prejudice,and empathy.
B)  loyalty,benefits,and respect for privacy.
C)  loyalty,honesty,and integrity.
D)  financial benefits,product benefits,and preferential treatment.
E)  financial benefits,product benefits,and personal benefits.F) B) and E)
G) A) and D)

Question 5

Recently,many nonprofit organizations such as The United Way,Greenpeace,Outward Bound,The Salvation Army,and The Girl Scouts

Accepted Answer

A)  were eager to use marketing practices but were not permitted to do so since they were 501C3 organizations as classified by the IRS.
B)  thought that marketing would limit their profitability as nonprofit organizations.
C)  could not afford marketing activities.
D)  have increased their use of marketing practices.
E)  thought that marketing activities would create excess demand.F) A) and E)
G) A) and B)

Question 6

Services provided by specialized professionals such as medical diagnoses and legal services have certain properties or characteristics that the consumer may find impossible to evaluate even after their purchase or consumption.What are these properties called?

Accepted Answer

A)  customer contact properties
B)  credence properties
C)  capacity properties
D)  contract properties
E)  relationship propertiesF) All of the above
G) A) and B)

Question 7

A local band performed on campus during a pre-graduation party.The students enjoyed the performance,and some of them were interested enough to buy tickets to see another show at a club downtown.But when they went to that concert,the quality of the performance was much poorer than they had heard and seen on campus.The students' disappointment was the direct result of which characteristic of services?

Accepted Answer

A)  inconsistency
B)  impressionability
C)  intangibility
D)  invisibility
E)  uniqueness of the serviceF) A) and B)
G) A) and C)

Question 8

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

Question 9

Which of the following is the BEST example of an equipment-based service?

Accepted Answer

A)  lawn care
B)  doctors
C)  taxis
D)  lawyers
E)  janitorial servicesF) C) and D)
G) B) and E)

Question 10

What role do people play in the managing of services? In answering the question,discuss the concept of customer experience management (CEM).

Accepted Answer

Many services depend on people for the c...

Question 11

Intangible items such as airline trips,financial advice,or telephone calls that an organization provides to consumers are referred to as

Accepted Answer

A)  production goods.
B)  support products.
C)  services.
D)  goods.
E)  benefits.F) B) and E)
G) B) and D)

Question 12

Which of the following are high in credence properties?

Accepted Answer

A)  clothing
B)  vacation
C)  jewelry
D)  houses
E)  medical diagnosesF) A) and B)
G) C) and E)

Question 13

Changes in the services industry in the future will primarily be driven by three factors.They are: (1) technological development; (2) __________;and (3) the social imperative for sustainability.

Accepted Answer

A)  reverse marketing
B)  improved understanding of service delivery and consumption
C)  global branding
D)  global service branding
E)  the elimination of ethnocentricityF) A) and E)
G) All of the above

Question 14

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

Accepted Answer

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

Question 15

According to Figure 12-5 above,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 is 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)  Childcare is equally high in search,experience,and credence properties because the decision is so important.F) C) and D)
G) B) and D)

Question 16

The percentage of available seats flown one mile occupied by a paying customer shown in UMD12: Capacity Management above is __________.

Accepted Answer

A)  9.83%
B)  82.1%
C)  8.28%
D)  18.11%
E)  1.55%F) B) and D)
G) A) and C)

Question 17

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

Accepted Answer

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

Question 18

The inventory carrying costs of real estate agencies are low because they

Accepted Answer

A)  use a straight salary compensation plan.
B)  allow personnel to work any hours a day and any number of days per week.
C)  decrease the number of workdays per week,but increase the hours per day.
D)  have employees who work on commission need little inexpensive equipment.
E)  are responsible for their own training,transportation,and supplies.F) D) and E)
G) A) and B)

Question 19

Because services tend to be a(n) __________ rather than an object,they are much more difficult for consumers to evaluate.

Accepted Answer

A)  opportunity
B)  good
C)  risk
D)  decision
E)  performanceF) B) and D)
G) C) and D)

Question 20

Recent research suggests that employees'__________,authenticity,and sincerity of the interactions affect the success of the relationships.

Accepted Answer

A)  reliability
B)  competence
C)  responsiveness
D)  assertiveness
E)  friendlinessF) All of the above
G) A) and B)

Exam 12: Services Marketing

Recently,many nonprofit organizations such as The United Way,Greenpeace,Outward Bound,The Salvation Army,and The Girl Scouts

Correct Answer
verified

The percentage of available seats flown one mile occupied by a paying customer shown in UMD12: Capacity Management above is __________.

Correct Answer
verified

Which of the following is the BEST example of an equipment-based service?

Correct Answer
verified

Because services tend to be a(n) __________ rather than an object,they are much more difficult for consumers to evaluate.

Correct Answer
verified

According to Figure 12-5 above,which statement is most accurate?

Correct Answer
verified

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

Correct Answer
verified

Recent surveys of consumers have indicated that while customers of many services are interested in being "relationship customers," they require that the relationship be balanced in terms of

Correct Answer
verified

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

Correct Answer
verified

The inventory carrying costs of real estate agencies are low because they

Correct Answer
verified

Which of the following are high in credence properties?

Correct Answer
verified

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

Correct Answer
verified

Recent research suggests that employees'__________,authenticity,and sincerity of the interactions affect the success of the relationships.

Correct Answer
verified

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

Correct Answer
verified

Which of the following is high in search properties?

Correct Answer
verified

What role do people play in the managing of services? In answering the question,discuss the concept of customer experience management (CEM).

Correct Answer
verified
Many services depend on people for the c...
View Answer

Services provided by specialized professionals such as medical diagnoses and legal services have certain properties or characteristics that the consumer may find impossible to evaluate even after their purchase or consumption.What are these properties called?

Correct Answer
verified

Changes in the services industry in the future will primarily be driven by three factors.They are: (1) technological development; (2) __________;and (3) the social imperative for sustainability.

Correct Answer
verified

According to Figure 12-6 above,"D" represents which dimension of service quality?

Correct Answer
verified

Intangible items such as airline trips,financial advice,or telephone calls that an organization provides to consumers are referred to as

Correct Answer
verified

Correct Answer
verified

Exam 12: Services Marketing

Recently,many nonprofit organizations such as The United Way,Greenpeace,Outward Bound,The Salvation Army,and The Girl Scouts

Correct AnswerverifiedShow Answer

The percentage of available seats flown one mile occupied by a paying customer shown in UMD12: Capacity Management above is __________.

Correct AnswerverifiedShow Answer

Which of the following is the BEST example of an equipment-based service?

Correct AnswerverifiedShow Answer

Because services tend to be a(n) __________ rather than an object,they are much more difficult for consumers to evaluate.

Correct AnswerverifiedShow Answer

According to Figure 12-5 above,which statement is most accurate?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Recent surveys of consumers have indicated that while customers of many services are interested in being "relationship customers," they require that the relationship be balanced in terms of

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The inventory carrying costs of real estate agencies are low because they

Correct AnswerverifiedShow Answer

Which of the following are high in credence properties?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Recent research suggests that employees'__________,authenticity,and sincerity of the interactions affect the success of the relationships.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is high in search properties?

Correct AnswerverifiedShow Answer

What role do people play in the managing of services? In answering the question,discuss the concept of customer experience management (CEM).

Correct AnswerverifiedMany services depend on people for the c...View AnswerShow Answer

Services provided by specialized professionals such as medical diagnoses and legal services have certain properties or characteristics that the consumer may find impossible to evaluate even after their purchase or consumption.What are these properties called?

Correct AnswerverifiedShow Answer

Changes in the services industry in the future will primarily be driven by three factors.They are: (1) technological development; (2) __________;and (3) the social imperative for sustainability.

Correct AnswerverifiedShow Answer

According to Figure 12-6 above,"D" represents which dimension of service quality?

Correct AnswerverifiedShow Answer

Intangible items such as airline trips,financial advice,or telephone calls that an organization provides to consumers are referred to as

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct Answer
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Many services depend on people for the c...
View Answer

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Correct Answer
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