Question 1

The two basic components of a customer's evaluation of a service are

Accepted Answer

A)  expectations and customer contact.
B)  expectations and experience.
C)  intangibility and inconsistency.
D)  experience and credence.
E)  inconsistency and inseparability.F) A) and E)
G) B) and D)

Question 2

The 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)  have 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) B) and D)
G) D) and E)

Question 3

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

Question 4

The FedEx brand name suggests the possibility that it is government sanctioned and fast.This perception is important because of which unique characteristic of services?

Accepted Answer

A)  inventory costs
B)  inseparability
C)  inconsistency
D)  invisibility
E)  intangibilityF) B) and E)
G) A) and E)

Question 5

Describe the three ways services can be classified.

Accepted Answer

Services can be classified three ways ba...

Question 6

Which of the following is the BEST example of a people-based service?

Accepted Answer

A)  movie theaters
B)  airlines
C)  accounting
D)  vending machines
E)  taxisF) A) and E)
G) C) and D)

Question 7

When Theresa Martinez relocated from the East to the Midwest,she needed to find a bank with offices in her new state.Several banks offered banking products (checking and savings accounts,loans,certificates of deposit) and other financial products (mutual funds,insurance) that were available from her former bank.After selecting U.S.Bank,Theresa later needed some help with her accounts and went to visit her personal banker.She was very impressed with the banker's attitude and willingness to explain certain items to her in terms she could understand.The service Theresa received from the U.S.Bank banker exhibited __________ properties.

Accepted Answer

A)  credence
B)  expertise
C)  search
D)  experience
E)  customer relationshipF) C) and D)
G) B) and D)

Question 8

As shown in Figure 12-1 above,which of the following statements is most accurate?

Accepted Answer

A)  Services are a smaller part of the gross domestic product than are goods.
B)  In 2012,goods represent a larger part of the gross domestic product than services.
C)  In 1995,services were worth almost $1 billion.
D)  Until 1980,goods and services contributed almost equally to the gross domestic product (GDP) .
E)  In 2012,goods were 50 percent of the GDP.F) D) and E)
G) None of the above

Question 9

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 will soon hire more employees to fill demand.Arenas is not currently experiencing __________;in fact,all of her employees and equipment are fully being used.

Accepted Answer

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

Question 10

Mobility as a future aspect of services refers to

Accepted Answer

A)  the ability of mobile media technology to be incorporated into portable digital devices.
B)  the ability to transport goods almost anywhere in the world within 24 hours.
C)  the ability to transfer entire operations including a firm's technology from one location to the next within a matter of days.
D)  the ability of consumers to purchase any service from any service provider anywhere in the world.
E)  the ability of service providers to move their operations to any location in the world.F) A) and E)
G) B) and D)

Question 11

The dimension of service quality called __________ is the appearance of physical facilities,equipment,personnel,and communication materials.

Accepted Answer

A)  assurance
B)  reliability
C)  responsiveness
D)  empathy
E)  tangibilityF) B) and D)
G) None of the above

Question 12

Recently,many nonprofit organizations such as the American Red Cross

Accepted Answer

A)  have found marketing practices to be counterproductive.
B)  began using marketing activities to improve profits.
C)  could not afford marketing activities.
D)  thought that marketing activities would create excess demand.
E)  have used marketing to develop advertising and other promotional campaigns.F) C) and D)
G) A) and D)

Question 13

Another name for the steps in the service delivery process is __________.

Accepted Answer

A)  service interactions
B)  access points
C)  path-analysis
D)  service encounters
E)  wheel of servicesF) A) and C)
G) A) and D)

Question 14

Services such as restaurants and childcare are evaluated on __________ properties.

Accepted Answer

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

Question 15

According to the service continuum shown in Figure 12-3 above,what does "A" represent?

Accepted Answer

A)  product-dominated offerings
B)  people-dominated offerings
C)  service-dominated offerings
D)  equipment-dominated offerings
E)  idea-dominated offeringsF) C) and D)
G) B) and D)

Question 16

Arnett is looking for a new Internet service provider to use to access information that interests him on the Internet.The one he currently uses is too slow when loading web pages with ads and videos.In terms of the service quality dimensions,Arnett is unhappy with which dimension of this service?

Accepted Answer

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

Question 17

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

Accepted Answer

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

Question 18

When banks are closed,they can offer value to their customers through automatic teller machines (ATMs) .This self-service technology also comes with a down side since the ATMs are perceived as being less __________.

Accepted Answer

A)  convenient
B)  reliable
C)  personal
D)  safe
E)  accurateF) B) and D)
G) D) and E)

Question 19

When customers buy services,they also consider nonmonetary costs,such as the __________ and __________ efforts required to consume the service.

Accepted Answer

A)  emotional;physiological
B)  psychological;intellectual
C)  physical;moral
D)  physical;ethical
E)  mental;physicalF) A) and C)
G) None of the above

Question 20

Which of the following is the BEST example of a people-based service?

Accepted Answer

A)  a lawyer
B)  movie theaters
C)  airlines
D)  vending machines
E)  taxisF) D) and E)
G) A) and D)

Exam 12: Services Marketing

Which of the following is the BEST example of a people-based service?

Correct Answer
verified

The inventory costs of services include

Correct Answer
verified

The two basic components of a customer's evaluation of a service are

Correct Answer
verified

The FedEx brand name suggests the possibility that it is government sanctioned and fast.This perception is important because of which unique characteristic of services?

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

When banks are closed,they can offer value to their customers through automatic teller machines (ATMs) .This self-service technology also comes with a down side since the ATMs are perceived as being less __________.

Correct Answer
verified

Another name for the steps in the service delivery process is __________.

Correct Answer
verified

Correct Answer
verified

Arnett is looking for a new Internet service provider to use to access information that interests him on the Internet.The one he currently uses is too slow when loading web pages with ads and videos.In terms of the service quality dimensions,Arnett is unhappy with which dimension of this service?

Correct Answer
verified

When customers buy services,they also consider nonmonetary costs,such as the and efforts required to consume the service.

Correct Answer
verified

Which of the following is the BEST example of a people-based service?

Correct Answer
verified

Recently,many nonprofit organizations such as the American Red Cross

Correct Answer
verified

The inventory carrying costs of airlines is high because they

Correct Answer
verified

Services such as restaurants and childcare are evaluated on __________ properties.

Correct Answer
verified

Mobility as a future aspect of services refers to

Correct Answer
verified

The dimension of service quality called __________ is the appearance of physical facilities,equipment,personnel,and communication materials.

Correct Answer
verified

Describe the three ways services can be classified.

Correct Answer
verified
Services can be classified three ways ba...
View Answer

According to the service continuum shown in Figure 12-3 above,what does "A" represent?

Correct Answer
verified

As shown in Figure 12-1 above,which of the following statements is most accurate?

Correct Answer
verified

Exam 12: Services Marketing

Which of the following is the BEST example of a people-based service?

Correct AnswerverifiedShow Answer

The inventory costs of services include

Correct AnswerverifiedShow Answer

The two basic components of a customer's evaluation of a service are

Correct AnswerverifiedShow Answer

The FedEx brand name suggests the possibility that it is government sanctioned and fast.This perception is important because of which unique characteristic of services?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

When banks are closed,they can offer value to their customers through automatic teller machines (ATMs) .This self-service technology also comes with a down side since the ATMs are perceived as being less __________.

Correct AnswerverifiedShow Answer

Another name for the steps in the service delivery process is __________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Arnett is looking for a new Internet service provider to use to access information that interests him on the Internet.The one he currently uses is too slow when loading web pages with ads and videos.In terms of the service quality dimensions,Arnett is unhappy with which dimension of this service?

Correct AnswerverifiedShow Answer

When customers buy services,they also consider nonmonetary costs,such as the __________ and __________ efforts required to consume the service.

Correct AnswerverifiedShow Answer

Which of the following is the BEST example of a people-based service?

Correct AnswerverifiedShow Answer

Recently,many nonprofit organizations such as the American Red Cross

Correct AnswerverifiedShow Answer

The inventory carrying costs of airlines is high because they

Correct AnswerverifiedShow Answer

Services such as restaurants and childcare are evaluated on __________ properties.

Correct AnswerverifiedShow Answer

Mobility as a future aspect of services refers to

Correct AnswerverifiedShow Answer

The dimension of service quality called __________ is the appearance of physical facilities,equipment,personnel,and communication materials.

Correct AnswerverifiedShow Answer

Describe the three ways services can be classified.

Correct AnswerverifiedServices can be classified three ways ba...View AnswerShow Answer

According to the service continuum shown in Figure 12-3 above,what does "A" represent?

Correct AnswerverifiedShow Answer

As shown in Figure 12-1 above,which of the following statements is most accurate?

Correct AnswerverifiedShow 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

When customers buy services,they also consider nonmonetary costs,such as the and efforts required to consume the service.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Services can be classified three ways ba...
View Answer

Correct Answer
verified

Correct Answer
verified