Question 1

inventory costs of services include

Accepted Answer

A)   equipment and training costs.
B)   management and material costs.
C)   service delivery and spoilage costs.
D)   salary of service provider and equipment costs.
E)   salary of service provider and training costs.F) A) and B)
G) All of the above

Question 2

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 3

restaurants now ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations and the actual experience they had is called a __________.

Accepted Answer

A)   gap analysis
B)   service encounter survey
C)   customer profile analysis
D)   customer contact audit
E)   service auditF) B) and C)
G) A) and C)

Question 4

dimension of service quality called __________ is the ability to perform the promised service dependably and accurately.

Accepted Answer

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

Question 5

__________ focuses on performing services that provide a unique experience.

Accepted Answer

A)   intangibility economy
B)   experience economy
C)   virtual economy
D)   magic of marketing
E)   authentic economyF) C) and D)
G) A) and E)

Question 6

Phillie Phanatic had his own book signing at Barnes and Noble in Exton,PA,for the children's book series The Phillie Phanatic's Happiest Memories,The Phillie Phanatic's Moving Day,The Phillie Phanatic's Phantastic Journey,and Happy Birthday Phillie Phanatic.If the baseball team were trying to get people to the game,why would they host an activity away from the stadium?

Accepted Answer

A)   They are trying to build future attendees but they don't want younger children bothering people during the games.
B)   They need to generate revenue during the months when the stadium is closed.
C)   It generates team spirit, adds to non-ticket revenues, and cultivates fans for the future.
D)   Phillie Phanatic is used to reduce hostility towards the team when they have a losing season.
E)   The new stadium was built significantly smaller and cannot hold as many activities on the premises.F) D) and E)
G) A) and C)

Question 7

Services depend on the people who provide them.As a result,their quality varies with each person's capabilities and day-to-day job performance.This element of services is referred to as __________.

Accepted Answer

A)   variation
B)   differentiation
C)   evaluation
D)   inconsistency
E)   intangibilityF) B) and C)
G) A) and D)

Question 8

Andrea Arenas is the owner of 2 Places at 1 Time,a concierge company.She and her staff of 60 perform everyday services such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office for people who are too busy to perform these simple acts.She has often been hired by major corporations to perform services for their harried executives,and now many of her major clients are providing perks like her service to their employees.Her staff is overworked and she is hiring more employees to fill demand.Arenas is not experiencing __________; in fact,all of her employees are providing the maximum level of services to customers.

Accepted Answer

A)   off-peak pricing
B)   idle production capacity
C)   static demand
D)   capacity marketing
E)   capacity inventoryF) All of the above
G) B) and E)

Question 9

aspect of the product/service element of the marketing mix warrants special attention by service marketers?

Accepted Answer

Branding-since services are intangible,t...

Question 10

Students from Berry College attended a performance at nearby Shorter College and were extremely impressed with the dance troupe that was the opening act.As soon as the students returned to Berry,they made arrangements for the entertainers to appear on their campus.On the day of the concert,the venue was packed with students,but the quality of the performance was much poorer than they had seen at the Shorter campus.The Berry 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) B) and D)
G) A) and B)

Question 11

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)   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) None of the above
G) B) and E)

Question 12

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) All of the above
G) B) and E)

Question 13

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

Accepted Answer

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

Question 14

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) A) and B)

Question 15

and define the five dimensions of service quality described in the text.

Accepted Answer

According to Figure 12-6 in the textbook...

Question 16

Services performed by surgeons or lawyers are primarily evaluated on __________ properties.

Accepted Answer

A)   search
B)   form
C)   indirect
D)   credence
E)   experienceF) A) and E)
G) B) and C)

Question 17

Sterile Feral,Inc.is a nonprofit organization that catches wild or stray cats,and then neuters,vaccinates,and releases them back into the wild.The personnel of the nonprofit organization are caring people who love animals and try to do what they can to meet the needs of each cat they care for.The caring nature of the personnel relates to which service quality dimension?

Accepted Answer

A)   assurance
B)   tangibility
C)   reliability
D)   credibility
E)   empathyF) A) and E)
G) C) and D)

Question 18

Betty Smith operates a wedding preparation service that aids brides-to-be in the planning of their weddings.To maintain a quality image and a standardized offering,Betty provides extensive training for each of her employees.What unique aspect of services is Betty trying to address?

Accepted Answer

A)   impressionability
B)   intangibility
C)   inconsistency
D)   inseparability
E)   uniqueness of the serviceF) None of the above
G) B) and E)

Question 19

Which of the following statements about service failures is MOST accurate?

Accepted Answer

A)   Only 5-10% of dissatisfied customers choose to complain to the company.
B)   Once customers complain, they expect all of their demands to be met.
C)   Only 20% of consumers will give a company a second chance if they are not fully satisfied during the first encounter.
D)   People are twice as likely to share good service experiences as bad experiences.
E)   Monitoring social media websites such as YouTube, Twitter, and Facebook are a waste of time since the complaints presented are usually isolated instances and are not indicative of the actual service delivered.F) A) and B)
G) A) and C)

Question 20

categories for people-based services include __________.

Accepted Answer

A)   volunteers, skilled operators, and professionals
B)   unskilled labor, skilled labor, and professionals
C)   those operated by skilled operators, unskilled labor and skilled labor
D)   those operated by relatively unskilled operators, those operated by skilled operators, and unskilled labor
E)   automated, those operated by skilled operators, and professionalsF) B) and E)
G) A) and D)

Exam 12: Services Marketing

restaurants now ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations and the actual experience they had is called a __________.

Correct Answer
verified

Correct Answer
verified

Which of the following statements about service failures is MOST accurate?

Correct Answer
verified

Services depend on the people who provide them.As a result,their quality varies with each person's capabilities and day-to-day job performance.This element of services is referred to as __________.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

inventory costs of services include

Correct Answer
verified

Correct Answer
verified

dimension of service quality called __________ is the ability to perform the promised service dependably and accurately.

Correct Answer
verified

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

Services performed by surgeons or lawyers are primarily evaluated on __________ properties.

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

categories for people-based services include __________.

Correct Answer
verified

Betty Smith operates a wedding preparation service that aids brides-to-be in the planning of their weddings.To maintain a quality image and a standardized offering,Betty provides extensive training for each of her employees.What unique aspect of services is Betty trying to address?

Correct Answer
verified

Correct Answer
verified

inventory carrying costs of airlines is high because they

Correct Answer
verified

aspect of the product/service element of the marketing mix warrants special attention by service marketers?

Correct Answer
verified
Branding-since services are intangible,t...
View Answer

Correct Answer
verified

__________ focuses on performing services that provide a unique experience.

Correct Answer
verified

and define the five dimensions of service quality described in the text.

Correct Answer
verified
According to Figure 12-6 in the textbook...
View Answer

Exam 12: Services Marketing

restaurants now ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations and the actual experience they had is called a __________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following statements about service failures is MOST accurate?

Correct AnswerverifiedShow Answer

Services depend on the people who provide them.As a result,their quality varies with each person's capabilities and day-to-day job performance.This element of services is referred to as __________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

inventory costs of services include

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

dimension of service quality called __________ is the ability to perform the promised service dependably and accurately.

Correct AnswerverifiedShow Answer

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

Services performed by surgeons or lawyers are primarily evaluated on __________ properties.

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

categories for people-based services include __________.

Correct AnswerverifiedShow Answer

Betty Smith operates a wedding preparation service that aids brides-to-be in the planning of their weddings.To maintain a quality image and a standardized offering,Betty provides extensive training for each of her employees.What unique aspect of services is Betty trying to address?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

inventory carrying costs of airlines is high because they

Correct AnswerverifiedShow Answer

aspect of the product/service element of the marketing mix warrants special attention by service marketers?

Correct AnswerverifiedBranding-since services are intangible,t...View AnswerShow Answer

Correct AnswerverifiedShow Answer

__________ focuses on performing services that provide a unique experience.

Correct AnswerverifiedShow Answer

and define the five dimensions of service quality described in the text.

Correct AnswerverifiedAccording to Figure 12-6 in the textbook...View AnswerShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

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
verified

Correct Answer
verified

Correct Answer
verified
Branding-since services are intangible,t...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
According to Figure 12-6 in the textbook...
View Answer