Question 1

The __________ cost of a service is the cost of paying the person used to provide the service along with any needed equipment.

Accepted Answer

A)  intangibility
B)  inconsistency
C)  inseparability
D)  inventory
E)  hiddenF) B) and D)
G) All of the above

Question 2

Equipment-based services like 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) B) and E)
G) A) and B)

Question 3

As a dimension of service quality,the willingness to help customers and provide prompt service is referred to as __________.

Accepted Answer

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

Question 4

The concept of internal marketing is based on the notion that a service organization must focus on its __________ before successful programs can be directed at customers.

Accepted Answer

A)  competitors
B)  prospects
C)  shareholders
D)  employees
E)  suppliersF) C) and D)
G) A) and B)

Question 5

Charging different prices during different times of the day or during different days of the week to reflect variations in demand for a service is referred to as

Accepted Answer

A)  capacity pricing.
B)  idle production pricing.
C)  customer contact pricing.
D)  derived demand pricing.
E)  off-peak pricing.F) B) and C)
G) A) and D)

Question 6

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

Accepted Answer

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

Question 7

In the seven Ps of services marketing,the term "process" involves not only "what" gets created but also

Accepted Answer

A)  "if" it gets created at all.
B)  "how" it gets created.
C)  "when" it gets created.
D)  for "whom" it gets created.
E)  "why" it gets created.F) A) and C)
G) A) and D)

Question 8

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 B)
G) A) and C)

Question 9

List and explain the key elements of future services.

Accepted Answer

The three key elements of future service...

Question 10

A __________ is very important to the process aspect of services because it helps identify steps that will ultimately lead to better service creation and delivery processes.

Accepted Answer

A)  customer contact audit
B)  internal marketing review
C)  tangibility gap analysis
D)  service continuum
E)  consumer experience auditF) C) and D)
G) C) and E)

Question 11

While there are the 4 Ps of marketing,there are the __________ Ps of services.

Accepted Answer

A)  3
B)  5
C)  6
D)  7
E)  8F) A) and B)
G) B) and C)

Question 12

The American Red Cross 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 B)
G) C) and D)

Question 13

When Mandy last got her drive-thru order at the fast-food restaurant,she thought the employee who helped her was cold and unfriendly.The food tasted good but was overshadowed by the employee's demeanor.Since then,Mandy often says something derogatory to her friends about the restaurant based on this single experience.This is an example of which issued associated with services?

Accepted Answer

A)  inseparability
B)  intangibility
C)  impressionability
D)  incongruity
E)  inflexibilityF) A) and B)
G) B) and D)

Question 14

Many nonprofit organizations use PSAs in their media planning.What does the acronym "PSA" stand for?

Accepted Answer

A)  public stakeholder agreement
B)  promotional service amendment
C)  public sustainability amendment
D)  promotional setting announcement
E)  public service announcementF) None of the above
G) A) and B)

Question 15

Consider Figure 12-4 above.Services can be classified by their method of delivery."B" represents

Accepted Answer

A)  equipment-based services.
B)  technology-based services.
C)  fee-based services.
D)  people-based services.
E)  nonprofit services.F) B) and D)
G) A) and D)

Question 16

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) B) and C)
G) B) and D)

Question 17

Where would potatoes,a photographic studio,and a psychologist fit into the service continuum?

Accepted Answer

The service continuum refers to the rang...

Question 18

Which of the following is high in experience properties?

Accepted Answer

A)  clothing
B)  legal services
C)  auto repair
D)  a vacation
E)  a medical diagnosisF) A) and D)
G) A) and E)

Question 19

The LA Galaxy's primary target market or "core fans" is

Accepted Answer

A)  18- to 24-year-old women.
B)  Hispanics.
C)  all sport fans.
D)  18- to 24-year-old men.
E)  Generation Z.F) B) and E)
G) A) and E)

Question 20

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

Exam 12: Services Marketing

List and explain the key elements of future services.

Correct Answer
verified
The three key elements of future service...
View Answer

The American Red Cross uses marketing to help achieve its goals.As a service,it can be classified as

Correct Answer
verified

For nonprofit organizations,excesses in revenue over expenses are

Correct Answer
verified

Many nonprofit organizations use PSAs in their media planning.What does the acronym "PSA" stand for?

Correct Answer
verified

While there are the 4 Ps of marketing,there are the __________ Ps of services.

Correct Answer
verified

The __________ cost of a service is the cost of paying the person used to provide the service along with any needed equipment.

Correct Answer
verified

The LA Galaxy's primary target market or "core fans" is

Correct Answer
verified

In the seven Ps of services marketing,the term "process" involves not only "what" gets created but also

Correct Answer
verified

Where would potatoes,a photographic studio,and a psychologist fit into the service continuum?

Correct Answer
verified
The service continuum refers to the rang...
View Answer

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

Correct Answer
verified

A __________ is very important to the process aspect of services because it helps identify steps that will ultimately lead to better service creation and delivery processes.

Correct Answer
verified

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 Answer
verified

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

Correct Answer
verified

As a dimension of service quality,the willingness to help customers and provide prompt service is referred to as __________.

Correct Answer
verified

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

Correct Answer
verified

Which of the following is high in experience properties?

Correct Answer
verified

Correct Answer
verified

Consider Figure 12-4 above.Services can be classified by their method of delivery."B" represents

Correct Answer
verified

The concept of internal marketing is based on the notion that a service organization must focus on its __________ before successful programs can be directed at customers.

Correct Answer
verified

Charging different prices during different times of the day or during different days of the week to reflect variations in demand for a service is referred to as

Correct Answer
verified

Exam 12: Services Marketing

List and explain the key elements of future services.

Correct AnswerverifiedThe three key elements of future service...View AnswerShow Answer

The American Red Cross uses marketing to help achieve its goals.As a service,it can be classified as

Correct AnswerverifiedShow Answer

For nonprofit organizations,excesses in revenue over expenses are

Correct AnswerverifiedShow Answer

Many nonprofit organizations use PSAs in their media planning.What does the acronym "PSA" stand for?

Correct AnswerverifiedShow Answer

While there are the 4 Ps of marketing,there are the __________ Ps of services.

Correct AnswerverifiedShow Answer

The __________ cost of a service is the cost of paying the person used to provide the service along with any needed equipment.

Correct AnswerverifiedShow Answer

The LA Galaxy's primary target market or "core fans" is

Correct AnswerverifiedShow Answer

In the seven Ps of services marketing,the term "process" involves not only "what" gets created but also

Correct AnswerverifiedShow Answer

Where would potatoes,a photographic studio,and a psychologist fit into the service continuum?

Correct AnswerverifiedThe service continuum refers to the rang...View AnswerShow 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

A __________ is very important to the process aspect of services because it helps identify steps that will ultimately lead to better service creation and delivery processes.

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

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

Correct AnswerverifiedShow Answer

As a dimension of service quality,the willingness to help customers and provide prompt service is referred to as __________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is high in experience properties?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Consider Figure 12-4 above.Services can be classified by their method of delivery."B" represents

Correct AnswerverifiedShow Answer

The concept of internal marketing is based on the notion that a service organization must focus on its __________ before successful programs can be directed at customers.

Correct AnswerverifiedShow Answer

Charging different prices during different times of the day or during different days of the week to reflect variations in demand for a service is referred to as

Correct AnswerverifiedShow Answer

Correct Answer
verified
The three key elements of future service...
View Answer

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verified
The service continuum refers to the rang...
View Answer

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