Question 1

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

Accepted Answer

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

Question 2

Characteristics of tangible goods,such as color,size,and style are considered __________ properties.

Accepted Answer

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

Question 3

Relationship marketing provides several benefits for service customers,including: (1) the continuity of a single provider; (2) customized service delivery; (3) __________; and (4) an absence of switching costs.

Accepted Answer

A)   no need for comparison shopping
B)   reduced stress due to a repetitive purchase process
C)   discounted switching costs
D)   implied warranties
E)   strict government quality performance guidelinesF) A) and B)
G) None of the above

Question 4

the seven Ps of services marketing,the term "process" involves not only "what" gets created but also

Accepted Answer

A)   "if" it gets created at all.
B)   "how" it gets created.
C)   "when" it gets created.
D)   for "whom" it gets created.
E)   "why" it gets created.F) A) and E)
G) A) and C)

Question 5

Tuition,charges,fares,and rates are all

Accepted Answer

A)   euphemisms for the name "price" to the price factor in services.
B)   names given to the price of services.
C)   names given to the intangible portion of the price of a service.
D)   names that are interchangeable when identifying the price of a service.
E)   terms used in services to imply a higher quality product than the terms "cost" or "price."F) C) and E)
G) C) and D)

Question 6

a person establishes expectations for a service not yet experienced is influenced by __________,personal needs,past experiences,and promotional activities.

Accepted Answer

A)   the economy
B)   consumer income
C)   word-of-mouth communications
D)   competitive trends
E)   how the organization delivers its serviceF) A) and E)
G) A) and D)

Question 7

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)   eight Ps of services marketingF) B) and D)
G) A) and B)

Question 8

Services can be classified according to whether they are delivered by people or equipment,whether they are for profit or nonprofit organizations,and whether they are __________.

Accepted Answer

A)   government sponsored
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 D)
G) A) and E)

Question 9

Consumers are no longer content with affordable,high quality purchases; they want __________.

Accepted Answer

A)   offerings that reflect their self-image
B)   consistent quality
C)   to be treated as special one-of-a-kind buyers
D)   total customer satisfaction
E)   to feel as if they are in control of the entire purchasing processF) A) and E)
G) B) and D)

Question 10

Services can be classified according to whether they are __________,they are profit or nonprofit organizations,or they are government sponsored.

Accepted Answer

A)   national or global
B)   use independent contractors
C)   privately owned or publicly owned
D)   delivered by people or equipment
E)   owned by individuals or corporationsF) C) and E)
G) C) and D)

Question 11

Which of the following is the most important aspect conveyed by the FedEx brand?

Accepted Answer

A)   its international experience
B)   differentiation and an image of quality
C)   the ownership of the company
D)   the nonprofit aspect of the company
E)   the patent for its serviceF) B) and E)
G) A) and B)

Question 12

Services can be classified according to whether they are delivered by people or equipment,they are __________,or they are government sponsored.

Accepted Answer

A)   national or global
B)   use independent contractors
C)   privately owned or publicly owned
D)   owned by individuals or corporations
E)   for profit or nonprofit organizationsF) All of the above
G) A) and E)

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 B)
G) None of the above

Question 14

Equipment-based services do not have the marketing concerns of

Accepted Answer

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

Question 15

are the three properties of goods and services evaluated by consumers when they are making a purchase decision? Give an example of a product or service for each.

Accepted Answer

Consumers evaluate three properties-sear...

Question 16

Figure 12-1
-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 2010, 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 2010, goods were 50 percent of the GDP.F) All of the above
G) A) and B)

Question 17

There are four unique elements to services-intangibility,inconsistency,inseparability,and inventory-which are referred to as the __________.

Accepted Answer

A)   service mix
B)   four I's of services
C)   service matrix
D)   span of services
E)   service continuumF) C) and E)
G) A) and B)

Question 18

graduated high school and takes his mom to dinner after the ceremony.At the restaurant,the server fills their water glasses,checks on their table,and takes care of their requests.Don notes that the last time he was at this same restaurant,the experience was much worse.This scenario illustrates the ___________ of services.

Accepted Answer

A)   impressionability
B)   intangibility
C)   inseparability
D)   uniqueness of the service
E)   inconsistencyF) A) and C)
G) A) and D)

Question 19

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

Question 20

Phillies segment their fans primarily upon what basis?

Accepted Answer

A)   location
B)   interests
C)   promotion
D)   age
E)   incomeF) C) and E)
G) A) and B)

Exam 12: Services Marketing

Tuition,charges,fares,and rates are all

Correct Answer
verified

Characteristics of tangible goods,such as color,size,and style are considered __________ properties.

Correct Answer
verified

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

a person establishes expectations for a service not yet experienced is influenced by __________,personal needs,past experiences,and promotional activities.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

the seven Ps of services marketing,the term "process" involves not only "what" gets created but also

Correct Answer
verified

Relationship marketing provides several benefits for service customers,including: (1) the continuity of a single provider; (2) customized service delivery; (3) __________; and (4) an absence of switching costs.

Correct Answer
verified

Correct Answer
verified

Equipment-based services do not have the marketing concerns of

Correct Answer
verified

Phillies segment their fans primarily upon what basis?

Correct Answer
verified

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

Correct Answer
verified

Consumers are no longer content with affordable,high quality purchases; they want __________.

Correct Answer
verified

Services can be classified according to whether they are __________,they are profit or nonprofit organizations,or they are government sponsored.

Correct Answer
verified

Services can be classified according to whether they are delivered by people or equipment,whether they are for profit or nonprofit organizations,and whether they are __________.

Correct Answer
verified

Which of the following is the most important aspect conveyed by the FedEx brand?

Correct Answer
verified

are the three properties of goods and services evaluated by consumers when they are making a purchase decision? Give an example of a product or service for each.

Correct Answer
verified
Consumers evaluate three properties-sear...
View Answer

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

Correct Answer
verified

Services can be classified according to whether they are delivered by people or equipment,they are __________,or they are government sponsored.

Correct Answer
verified

There are four unique elements to services-intangibility,inconsistency,inseparability,and inventory-which are referred to as the __________.

Correct Answer
verified

Exam 12: Services Marketing

Tuition,charges,fares,and rates are all

Correct AnswerverifiedShow Answer

Characteristics of tangible goods,such as color,size,and style are considered __________ properties.

Correct AnswerverifiedShow Answer

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

a person establishes expectations for a service not yet experienced is influenced by __________,personal needs,past experiences,and promotional activities.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

the seven Ps of services marketing,the term "process" involves not only "what" gets created but also

Correct AnswerverifiedShow Answer

Relationship marketing provides several benefits for service customers,including: (1) the continuity of a single provider; (2) customized service delivery; (3) __________; and (4) an absence of switching costs.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Equipment-based services do not have the marketing concerns of

Correct AnswerverifiedShow Answer

Phillies segment their fans primarily upon what basis?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Consumers are no longer content with affordable,high quality purchases; they want __________.

Correct AnswerverifiedShow Answer

Services can be classified according to whether they are __________,they are profit or nonprofit organizations,or they are government sponsored.

Correct AnswerverifiedShow Answer

Services can be classified according to whether they are delivered by people or equipment,whether they are for profit or nonprofit organizations,and whether they are __________.

Correct AnswerverifiedShow Answer

Which of the following is the most important aspect conveyed by the FedEx brand?

Correct AnswerverifiedShow Answer

are the three properties of goods and services evaluated by consumers when they are making a purchase decision? Give an example of a product or service for each.

Correct AnswerverifiedConsumers evaluate three properties-sear...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Services can be classified according to whether they are delivered by people or equipment,they are __________,or they are government sponsored.

Correct AnswerverifiedShow Answer

There are four unique elements to services-intangibility,inconsistency,inseparability,and inventory-which are referred to as the __________.

Correct AnswerverifiedShow Answer

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Consumers evaluate three properties-sear...
View Answer

Correct Answer
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