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Exam 1: Introduction to Services

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Question 41

Multiple Choice

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Due to the _____ characteristic of services,customers will frequently interact with each other during the service production process and may affect each other's experiences.

A) Comparability
B) Intangibility
C) Heterogeneity
D) Simultaneous production and consumption
E) Perishability

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

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Question 42

Multiple Choice

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Which of the following is NOT an example of a service business?

A) Amusement park
B) Hotel
C) Bank
D) Department store
E) Paper mill

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

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Question 43

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For their wedding anniversary,Beth and Rick wanted to go skydiving.They enrolled in a skydiving class at the local airport at a cost of $260.After a 30-minute training course in which everything that was going to happen to them was carefully explained,Beth and Rick were sent up in an airplane with two skydiving experts.Each was placed in a harness arrangement with one of the experts and did what is called a tandem dive.With a tandem dive,Beth and Rick get to enjoy the experience without having to worry about when to open the parachute.The skydiving expert does that for them.This tandem jump illustrates the _____ characteristic of services.

According to the concept of derived services,the value derived from physical goods is really the service provided by the good,not the good itself.

Pricing is easier when marketing services than when marketing goods.

Salt,bricks and paper clips are three examples of tangible dominant products.

When Alicia and Jordan dined at Formia Ristorante,a contemporary Italian restaurant in New Jersey,they both enjoyed Formia's coy,smart and embracing atmosphere.Formia creates this atmosphere with a single large dining room that measures 20 by 60 feet and contains 14 roomy tables.Ceiling fans slowly swirl as candlelight dances across the tables that are attentively cared for by servers.Vertical pink and white florid patterns emerge from old wainscoting.Finally,Formia's two-page menu offers guests a range of pasta,chicken,veal and seafood entrees,in addition to nightly specials that are handwritten and presented on large index cards.Alicia and Jordan experienced the _____ element of Formia Ristorante's services marketing mix.

Historically,the Japanese have had poor dental care.As part of their beauty regimen,the Japanese do have a habit of lightening and whitening their skin.Teethart has developed "tooth manicure" salons,which allow Japanese to match their teeth coloration to their skin.A personalized whitening mouthpiece is developed for each patient.The mouthpiece is placed around the teeth and a cleaning solution is added.The patient listens to soothing music and sits in a comfortable chair while his or her teeth are whitened.Monthly treatments in this spa-like environment reflect the _____ element of Teethart's service mix.

What do tax preparation services,law offices,dental practices and architects have in common?

Which of the following products is LEAST high in experience qualities?

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Which of the following is an example of a tangible component provided by a hotel?

In the simplest terms,_____ are deeds,processes,and performances.

_____ refers to the fact that services cannot be saved,stored,resold or returned.

What does it mean when someone says,"The Internet is a service?"

Briefly explain why it is difficult to mass produce a service.

Which of the following statements describes a marketing implication that results from the intangibility of services?

Luke Roche has developed a great new massage therapy that can completely alleviate the pain produced by the typical migraine headache.He wants to patent his massages.What is wrong with this plan?

Which elements of the services marketing mix are influenced by the techniques used to recruit and train new employees as telemarketers?

Because of the _____ of services,service producers find themselves playing a role as part of the product itself and an essential ingredient in the service experience for the consumer.