Question 1

Many restaurants ask consumers to evaluate their experience on a short questionnaire when they pay their bill. This assessment of consumer expectations compared with the actual visit is called a

Accepted Answer

A)   service encounter survey.
B)   customer profile analysis.
C)   gap analysis.
D)   customer contact audit.
E)   service audit.F) None of the above
G) B) and D)

Question 2

There are five key dimensions of service quality:

Accepted Answer

A)   reliability, responsiveness, competence, courtesy, and empathy.
B)   knowledge, responsiveness, respect, diligence, and honesty.
C)   honesty, respect, empathy, reliability, and diligence.
D)   reliability, competence, alacrity, fairness, and product knowledge.
E)   reliability, tangibility, responsiveness, assurance, and empathy.F) A) and D)
G) A) and E)

Question 3

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) A) and B)
G) A) and C)

Question 4

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) A) and B)
G) B) and C)

Question 5

Compared with people-based services, equipment-based services do not have the marketing concern of

Accepted Answer

A)   intangibility.
B)   insensitivity.
C)   inventory.
D)   inconsistency.
E)   immeasurability.F) A) and D)
G) A) and C)

Question 6

What do a security guard, a plumber, and a management consultant have in common?

Accepted Answer

A)   They are all tangible services.
B)   They do not have problems with idle production capacity.
C)   They are all equipment-based services.
D)   They are all people-based services.
E)   They never use off-peak pricing.F) A) and C)
G) B) and E)

Question 7

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

Question 8

Which of the following statements about services is most accurate?

Accepted Answer

A)   Although a major contributor to the GDP nationally, services play only a minor role in GDP on a global scale.
B)   Whether tangible or intangible, the marketing of services is exactly the same as the marketing of products or ideas since they both satisfy customer needs.
C)   Almost 35 percent of all jobs created in the United States are in the services sector.
D)   In the United States, the proportion of the U.S. gross domestic product (GDP)  coming from services now exceeds that from goods.
E)   There is much more in common with the marketing of services and business products than there is between the marketing of services and consumer products.F) B) and D)
G) A) and B)

Question 9

The Susan G. Komen organization has used ________, in addition to its familiar walks and races, to raise more than $2 billion for breast cancer research and community outreach.

Accepted Answer

A)   social marketing
B)   private donations
C)   sales promotion campaigns
D)   green marketing programs
E)   sharing of resourcesF) C) and D)
G) All of the above

Question 10

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

Accepted Answer

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

Question 11

The notion that a service organization must focus on its employees before successful programs can be directed at customers is referred to as

Accepted Answer

A)   staffing analysis.
B)   internal marketing.
C)   external marketing.
D)   stakeholder marketing.
E)   employee marketing.F) C) and E)
G) A) and E)

Question 12

Tangible products have ________ properties, such as color, size, and style, which can be determined before purchase.

Accepted Answer

A)   search
B)   form
C)   experience
D)   credence
E)   brandF) D) and E)
G) B) and E)

Question 13

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

Accepted Answer

A)   if it is created.
B)   how it is created.
C)   when it is created.
D)   for whom it is created.
E)   why it is created.F) A) and C)
G) A) and D)

Question 14

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 tasks. One way she tries to avoid ________ of services for her regular customers is to make sure that the same well-trained person is always assigned to work for the same client.

Accepted Answer

A)   inseparability
B)   inconsistency
C)   incongruity
D)   inflexibility
E)   intangibilityF) A) and E)
G) C) and D)

Question 15

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

Question 16

What does it mean when we say services are intangible? How do marketers of services overcome the problems associated with intangibility?

Accepted Answer

The intangibility of services means that...

Question 17

If you find that the staff who work in your college's career center gave you poor advice or otherwise did not provide sufficient help in finding you employment after graduation, you may be dissatisfied with your entire college experience. This is an example of which issue associated with services?

Accepted Answer

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

Question 18

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

Accepted Answer

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

Question 19

Research indicates that consumers search for much more information when trying to evaluate services with which properties?

Accepted Answer

A)   search
B)   tangible
C)   assurance
D)   experience
E)   credenceF) A) and C)
G) None of the above

Question 20

Integrating the service component of the marketing mix with efforts to influence consumer demand is referred to as

Accepted Answer

A)   customer management.
B)   internal marketing.
C)   product management.
D)   capacity management.
E)   seven Ps of services marketing.F) C) and D)
G) A) and B)

Exam 12: Services Marketing

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

Correct Answer
verified

What does it mean when we say services are intangible? How do marketers of services overcome the problems associated with intangibility?

Correct Answer
verified
The intangibility of services means that...
View Answer

Tangible products have ________ properties, such as color, size, and style, which can be determined before purchase.

Correct Answer
verified

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

Correct Answer
verified

Many restaurants ask consumers to evaluate their experience on a short questionnaire when they pay their bill. This assessment of consumer expectations compared with the actual visit is called a

Correct Answer
verified

The notion that a service organization must focus on its employees before successful programs can be directed at customers is referred to as

Correct Answer
verified

Inseparability in services means consumers

Correct Answer
verified

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

Correct Answer
verified

Compared with people-based services, equipment-based services do not have the marketing concern of

Correct Answer
verified

Research indicates that consumers search for much more information when trying to evaluate services with which properties?

Correct Answer
verified

The Susan G. Komen organization has used ________, in addition to its familiar walks and races, to raise more than $2 billion for breast cancer research and community outreach.

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

What do a security guard, a plumber, and a management consultant have in common?

Correct Answer
verified

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 Answer
verified

If you find that the staff who work in your college's career center gave you poor advice or otherwise did not provide sufficient help in finding you employment after graduation, you may be dissatisfied with your entire college experience. This is an example of which issue associated with services?

Correct Answer
verified

Integrating the service component of the marketing mix with efforts to influence consumer demand is referred to as

Correct Answer
verified

There are five key dimensions of service quality:

Correct Answer
verified

Which of the following statements about services is most accurate?

Correct Answer
verified

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

Correct Answer
verified

Exam 12: Services Marketing

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

Correct AnswerverifiedShow Answer

What does it mean when we say services are intangible? How do marketers of services overcome the problems associated with intangibility?

Correct AnswerverifiedThe intangibility of services means that...View AnswerShow Answer

Tangible products have ________ properties, such as color, size, and style, which can be determined before purchase.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Many restaurants ask consumers to evaluate their experience on a short questionnaire when they pay their bill. This assessment of consumer expectations compared with the actual visit is called a

Correct AnswerverifiedShow Answer

The notion that a service organization must focus on its employees before successful programs can be directed at customers is referred to as

Correct AnswerverifiedShow Answer

Inseparability in services means consumers

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Compared with people-based services, equipment-based services do not have the marketing concern of

Correct AnswerverifiedShow Answer

Research indicates that consumers search for much more information when trying to evaluate services with which properties?

Correct AnswerverifiedShow Answer

The Susan G. Komen organization has used ________, in addition to its familiar walks and races, to raise more than $2 billion for breast cancer research and community outreach.

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

What do a security guard, a plumber, and a management consultant have in common?

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

If you find that the staff who work in your college's career center gave you poor advice or otherwise did not provide sufficient help in finding you employment after graduation, you may be dissatisfied with your entire college experience. This is an example of which issue associated with services?

Correct AnswerverifiedShow Answer

Integrating the service component of the marketing mix with efforts to influence consumer demand is referred to as

Correct AnswerverifiedShow Answer

There are five key dimensions of service quality:

Correct AnswerverifiedShow Answer

Which of the following statements about services is most accurate?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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The intangibility of services means that...
View Answer

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