Question 1

Josh is looking for a new smartphone provider because he has grown tired of the many dropped calls,particularly near his school.In terms of the service quality dimensions,Josh is unhappy with which dimension of his service?

Accepted Answer

A)  assurance
B)  tangibility
C)  responsiveness
D)  reliability
E)  empathyF) None of the above
G) B) and C)

Question 2

All of the following are true about the price element of services EXCEPT:

Accepted Answer

A)  price can be referred to in a variety of terms.
B)  price can affect consumer perceptions of the service.
C)  price is used in on-peak pricing to manage the variations in supply for the service.
D)  price can be used in capacity management.
E)  price can be used in services to imply a higher quality.F) A) and E)
G) B) and E)

Question 3

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 E)
G) B) and D)

Question 4

All of the following are employee development actions that are critical to the overall success of service organizations EXCEPT:

Accepted Answer

A)  coaching.
B)  leadership.
C)  training.
D)  communication.
E)  compensation.F) D) and E)
G) A) and C)

Question 5

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

Accepted Answer

A)  personal needs
B)  the economy
C)  consumer income
D)  competitive trends
E)  how the organization delivers its serviceF) All of the above
G) None of the above

Question 6

The giving of unauthorized free products or services to customers to inflate their customer satisfaction levels is referred to as __________.

Accepted Answer

A)  BOGOs
B)  Facebook "liking"
C)  service sweethearting
D)  pay-for-research
E)  social incentivizingF) C) and E)
G) D) and E)

Question 7

Inseparability in services means consumers

Accepted Answer

A)  see little variation from one service provider in an industry to another.
B)  are unable to differentiate price from quality.
C)  cannot evaluate a service until it is being or has been used.
D)  cannot separate the service itself from the deliverer of the service.
E)  cannot separate themselves from the deliverer of the service.F) A) and B)
G) D) and E)

Question 8

Service organizations must manage the availability of the offering so that (1) __________ and (2) the organization's assets are used in ways that will maximize the return on investment (ROI) .

Accepted Answer

A)  marginal costs exceeds marginal revenues
B)  service encounters can identify planning gaps
C)  demand matches capacity over the duration of the demand cycle
D)  the price elasticity of demand is unitary
E)  the service experience is consistent with the sharing economy standards of the organization's industryF) B) and C)
G) A) and E)

Question 9

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)  planF) B) and D)
G) A) and B)

Question 10

To help consumers assess and compare services,marketers try to make them tangible or __________.

Accepted Answer

A)  temporal
B)  consistent
C)  adaptable
D)  measurable
E)  show the benefits of using the serviceF) A) and B)
G) B) and D)

Question 11

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 12

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 E)
G) B) and D)

Question 13

Developing,pricing,promoting,and delivering services are challenging because the quality of the service is often inconsistent.Organizations attempt to reduce this inconsistency by

Accepted Answer

A)  paying higher incentives to employees to encourage satisfactory performance.
B)  reducing incentives available to employees because of poor performance.
C)  reducing the customer contact points in the service delivery process.
D)  providing standardization and training.
E)  exercising better hiring practices.F) A) and B)
G) C) and D)

Question 14

All of the following comprise the seven (7) Ps of services marketing EXCEPT:

Accepted Answer

A)  product.
B)  process.
C)  profitability.
D)  people.
E)  physical environment.F) D) and E)
G) None of the above

Question 15

Sterile Feral,Inc.is a nonprofit organization that catches wild or stray cats.It then neuters,vaccinates,and releases them back into the wild.In recent years,nonprofit organizations such as Sterile Feral have turned to marketing to help it

Accepted Answer

A)  receive additional government funding.
B)  expand its business to stray dogs.
C)  maintain its nonprofit status.
D)  better serve its donors in order to achieve its goals.
E)  compete with other similar organizations.F) B) and E)
G) A) and C)

Question 16

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

Question 17

Using to the service continuum shown in Figure 12-3 above as a guide,which of the following offerings has the LOWEST level of intangibility?

Accepted Answer

A)  designer dress
B)  law practice
C)  tutoring service
D)  cat food
E)  pepperF) A) and C)
G) B) and C)

Question 18

Edinberry's,a restaurant located in south Texas,offers a variety of foods and entertainment opportunities to its customers.The restaurant is famous for its fine steaks,spicy chili,and outstanding customer service.In order to maintain the restaurant's reputation for putting its customers first,the marketing manager at Edinberry's has developed marketing activities that are directed at its waiters and waitresses.These marketing activities are an example of __________ and are designed to help these restaurant employees maintain an exceptional customer experience.

Accepted Answer

A)  internal marketing
B)  external marketing
C)  service marketing
D)  stakeholder marketing
E)  employee marketingF) B) and D)
G) B) and E)

Question 19

To help consumers assess and compare its airline service,Frontier Airlines uses personable animal characters in its advertising to announce and describe benefits,such as leather seats and "stretch" seating,to help deal with the

Accepted Answer

A)  incongruity of the service.
B)  inseparability of the service.
C)  intangibility of the service.
D)  inflexibility of the service.
E)  interdependence of the service.F) C) and D)
G) All of the above

Question 20

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

Exam 12: Services Marketing

Sterile Feral,Inc.is a nonprofit organization that catches wild or stray cats.It then neuters,vaccinates,and releases them back into the wild.In recent years,nonprofit organizations such as Sterile Feral have turned to marketing to help it

Correct Answer
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Correct Answer
verified

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

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

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

Correct Answer
verified
The four unique elements of services are...
View Answer

To help consumers assess and compare services,marketers try to make them tangible or __________.

Correct Answer
verified

Developing,pricing,promoting,and delivering services are challenging because the quality of the service is often inconsistent.Organizations attempt to reduce this inconsistency by

Correct Answer
verified

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

Correct Answer
verified

Using to the service continuum shown in Figure 12-3 above as a guide,which of the following offerings has the LOWEST level of intangibility?

Correct Answer
verified

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

Correct Answer
verified

Josh is looking for a new smartphone provider because he has grown tired of the many dropped calls,particularly near his school.In terms of the service quality dimensions,Josh is unhappy with which dimension of his service?

Correct Answer
verified

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

Correct Answer
verified

Service organizations must manage the availability of the offering so that (1) __________ and (2) the organization's assets are used in ways that will maximize the return on investment (ROI) .

Correct Answer
verified

All of the following are true about the price element of services EXCEPT:

Correct Answer
verified

The giving of unauthorized free products or services to customers to inflate their customer satisfaction levels is referred to as __________.

Correct Answer
verified

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

To help consumers assess and compare its airline service,Frontier Airlines uses personable animal characters in its advertising to announce and describe benefits,such as leather seats and "stretch" seating,to help deal with the

Correct Answer
verified

Inseparability in services means consumers

Correct Answer
verified

All of the following are employee development actions that are critical to the overall success of service organizations EXCEPT:

Correct Answer
verified

All of the following comprise the seven (7) Ps of services marketing EXCEPT:

Correct Answer
verified

Exam 12: Services Marketing

Sterile Feral,Inc.is a nonprofit organization that catches wild or stray cats.It then neuters,vaccinates,and releases them back into the wild.In recent years,nonprofit organizations such as Sterile Feral have turned to marketing to help it

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

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

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

To help consumers assess and compare services,marketers try to make them tangible or __________.

Correct AnswerverifiedShow Answer

Developing,pricing,promoting,and delivering services are challenging because the quality of the service is often inconsistent.Organizations attempt to reduce this inconsistency by

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Using to the service continuum shown in Figure 12-3 above as a guide,which of the following offerings has the LOWEST level of intangibility?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Josh is looking for a new smartphone provider because he has grown tired of the many dropped calls,particularly near his school.In terms of the service quality dimensions,Josh is unhappy with which dimension of his service?

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

Service organizations must manage the availability of the offering so that (1) __________ and (2) the organization's assets are used in ways that will maximize the return on investment (ROI) .

Correct AnswerverifiedShow Answer

All of the following are true about the price element of services EXCEPT:

Correct AnswerverifiedShow Answer

The giving of unauthorized free products or services to customers to inflate their customer satisfaction levels is referred to as __________.

Correct AnswerverifiedShow 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

To help consumers assess and compare its airline service,Frontier Airlines uses personable animal characters in its advertising to announce and describe benefits,such as leather seats and "stretch" seating,to help deal with the

Correct AnswerverifiedShow Answer

Inseparability in services means consumers

Correct AnswerverifiedShow Answer

All of the following are employee development actions that are critical to the overall success of service organizations EXCEPT:

Correct AnswerverifiedShow Answer

All of the following comprise the seven (7) Ps of services marketing EXCEPT:

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
The four unique elements of services are...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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