Question 1

Gray is looking for a new financial advisor. The one he currently uses has been taking three days or longer to return his phone calls, and the wasted time feels like a missed opportunity to him. In terms of the service quality dimensions, Gray is unhappy with which dimension of this service?

Accepted Answer

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

Question 2

Describe the three ways services can be classified.

Accepted Answer

Services can be classified three ways ba...

Question 3

Beth is a well-liked primary care doctor. Her patients comment on her great listening skills and the gentle but firm way she gives them advice. She even relates personal stories to encourage them to improve their own health. Here, Beth exhibits which service quality dimension?

Accepted Answer

A)   aassurance
B)   tangibility
C)   empathy
D)   reliability
E)   credibilityF) C) and D)
G) D) and E)

Question 4

What are the three properties of products and services that may be evaluated by consumers when they are making a purchase decision, depending on the type of product? Give an example of a product or service for each.

Accepted Answer

Consumers evaluate three properties-sear...

Question 5

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)   service quality factors.
E)   service continuum.F) C) and E)
G) A) and C)

Question 6

The entire sequence of steps in the service delivery process is known as

Accepted Answer

A)   a service routine.
B)   customer access points.
C)   service path-analysis.
D)   a service encounter.
E)   the wheel of services.F) A) and C)
G) A) and B)

Question 7

Ali has a toothache and worries about having regular dental checkups in the past. He now wants to find a dentist but does not have one that he has used in the past. Because dentistry has ________ properties, Ali plans to ask his friends for a recommendation for a dentist they like to be sure that he finds a good one.

Accepted Answer

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

Question 8

A major factor in developing a service marketing strategy is ________ because of the inseparability of services from the producer.

Accepted Answer

A)   product
B)   price or distribution
C)   promotion
D)   place
E)   processF) C) and D)
G) B) and D)

Question 9

As a dimension of service quality, responsiveness is

Accepted Answer

A)   the ability to perform the promised service dependably and accurately.
B)   the appearance of physical facilities, equipment, personnel, and communication materials.
C)   the willingness to help customers and provide prompt service.
D)   the knowledge and courtesy of employees and their ability to convey trust and confidence.
E)   caring, individualized attention provided to customers.F) A) and E)
G) B) and E)

Question 10

The ________ cost of a service is the cost of paying the person used to provide the service along with any needed equipment.

Accepted Answer

A)   intangibility
B)   inconsistency
C)   inseparability
D)   inventory
E)   hiddenF) A) and B)
G) C) and E)

Question 11

Which of these services has the lowest inventory carrying cost?

Accepted Answer

A)   restaurant
B)   automobile repair
C)   amusement park
D)   dry cleaner
E)   animal hospitalF) C) and D)
G) A) and D)

Question 12

Many nonprofit organizations use PSAs in their media planning. What does the acronym PSA stand for?

Accepted Answer

A)   public stakeholder agreement
B)   promotional service amendment
C)   public sustainability amendment
D)   promotional setting announcement
E)   public service announcementF) All of the above
G) A) and B)

Question 13

The interaction between a service provider and the consumer such that the two of them co-create value together is due to which element unique to services?

Accepted Answer

A)   inventory
B)   intangibility
C)   inseparability
D)   service continuum
E)   inconsistencyF) B) and D)
G) B) and C)

Question 14

Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats. It then neuters, vaccinates, and releases them. In recent years, nonprofit organizations such as Sterile Feral have turned to marketing to help it

Accepted Answer

A)   receive additional government funding.
B)   expand its business to stray dogs.
C)   maintain its nonprofit status.
D)   better serve its donors in order to achieve its goals.
E)   compete with other similar organizations.F) C) and E)
G) A) and D)

Question 15

The use of brand names is especially important for services because of which unique characteristic of services?

Accepted Answer

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

Question 16

Capacity management refers to

Accepted Answer

A)   integrating the service component of the marketing mix with efforts to influence consumer demand.
B)   when the service provider is available but there is no demand.
C)   charging different prices during different times of the day or during different days of the week to reflect variations in demand for the service.
D)   the practice of changing prices for services in real time in response to supply and demand conditions.
E)   the operating cost per hour per employee or technology subtracted from the revenue generated by each full-time employee equivalent.F) A) and E)
G) B) and C)

Question 17

In retail stores, inventory carrying costs can be reduced by

Accepted Answer

A)   using a straight salary compensation plan.
B)   hiring additional full-time personnel.
C)   allowing personnel to work overtime.
D)   minimizing employee absenteeism.
E)   reducing worker hours.F) A) and B)
G) B) and E)

Question 18

Before moving out of their apartment, Nayma and Jake decided to have their carpets cleaned by Stanley Steemer, a company specializing in professional carpet cleaning. The carpet cleaners arrived on time, cleaned the carpets, and drove away in their bright yellow van; only then did the couple see that they did a good job. Nayma and Jake were unable to judge the service before they bought it, which illustrates the ________ of services.

Accepted Answer

A)   inconsistency
B)   inseparability
C)   inventory costs
D)   intangibility
E)   interdependenceF) A) and B)
G) B) and E)

Question 19

Figure 12-5
-According to Figure 12-5 above, purchases labeled B would most likely be evaluated on ________ properties.

Accepted Answer

A)   value
B)   search
C)   credence
D)   experience
E)   expenditureF) A) and E)
G) C) and E)

Question 20

What role do people play in the managing of services? In answering the question, discuss the concept of customer experience management (CEM).

Accepted Answer

Many services depend on people for the c...

Exam 12: Services Marketing

The entire sequence of steps in the service delivery process is known as

Correct Answer
verified

Correct Answer
verified

Figure 12-5 -According to Figure 12-5 above, purchases labeled B would most likely be evaluated on ________ properties.

Correct Answer
verified

Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats. It then neuters, vaccinates, and releases them. In recent years, nonprofit organizations such as Sterile Feral have turned to marketing to help it

Correct Answer
verified

The use of brand names is especially important for services because of which unique characteristic of services?

Correct Answer
verified

Capacity management refers to

Correct Answer
verified

The ________ cost of a service is the cost of paying the person used to provide the service along with any needed equipment.

Correct Answer
verified

Gray is looking for a new financial advisor. The one he currently uses has been taking three days or longer to return his phone calls, and the wasted time feels like a missed opportunity to him. In terms of the service quality dimensions, Gray is unhappy with which dimension of this service?

Correct Answer
verified

Correct Answer
verified

A major factor in developing a service marketing strategy is ________ because of the inseparability of services from the producer.

Correct Answer
verified

Which of these services has the lowest inventory carrying cost?

Correct Answer
verified

In retail stores, inventory carrying costs can be reduced by

Correct Answer
verified

Describe the three ways services can be classified.

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

Many nonprofit organizations use PSAs in their media planning. What does the acronym PSA stand for?

Correct Answer
verified

Beth is a well-liked primary care doctor. Her patients comment on her great listening skills and the gentle but firm way she gives them advice. She even relates personal stories to encourage them to improve their own health. Here, Beth exhibits which service quality dimension?

Correct Answer
verified

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

Correct Answer
verified

The interaction between a service provider and the consumer such that the two of them co-create value together is due to which element unique to services?

Correct Answer
verified

What role do people play in the managing of services? In answering the question, discuss the concept of customer experience management (CEM).

Correct Answer
verified
Many services depend on people for the c...
View Answer

As a dimension of service quality, responsiveness is

Correct Answer
verified

What are the three properties of products and services that may be evaluated by consumers when they are making a purchase decision, depending on the type of product? Give an example of a product or service for each.

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

Exam 12: Services Marketing

The entire sequence of steps in the service delivery process is known as

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Figure 12-5 -According to Figure 12-5 above, purchases labeled B would most likely be evaluated on ________ properties.

Correct AnswerverifiedShow Answer

Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats. It then neuters, vaccinates, and releases them. In recent years, nonprofit organizations such as Sterile Feral have turned to marketing to help it

Correct AnswerverifiedShow Answer

The use of brand names is especially important for services because of which unique characteristic of services?

Correct AnswerverifiedShow Answer

Capacity management refers to

Correct AnswerverifiedShow Answer

The ________ cost of a service is the cost of paying the person used to provide the service along with any needed equipment.

Correct AnswerverifiedShow Answer

Gray is looking for a new financial advisor. The one he currently uses has been taking three days or longer to return his phone calls, and the wasted time feels like a missed opportunity to him. In terms of the service quality dimensions, Gray is unhappy with which dimension of this service?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A major factor in developing a service marketing strategy is ________ because of the inseparability of services from the producer.

Correct AnswerverifiedShow Answer

Which of these services has the lowest inventory carrying cost?

Correct AnswerverifiedShow Answer

In retail stores, inventory carrying costs can be reduced by

Correct AnswerverifiedShow Answer

Describe the three ways services can be classified.

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

Many nonprofit organizations use PSAs in their media planning. What does the acronym PSA stand for?

Correct AnswerverifiedShow Answer

Beth is a well-liked primary care doctor. Her patients comment on her great listening skills and the gentle but firm way she gives them advice. She even relates personal stories to encourage them to improve their own health. Here, Beth exhibits which service quality dimension?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The interaction between a service provider and the consumer such that the two of them co-create value together is due to which element unique to services?

Correct AnswerverifiedShow Answer

What role do people play in the managing of services? In answering the question, discuss the concept of customer experience management (CEM).

Correct AnswerverifiedMany services depend on people for the c...View AnswerShow Answer

As a dimension of service quality, responsiveness is

Correct AnswerverifiedShow Answer

What are the three properties of products and services that may be evaluated by consumers when they are making a purchase decision, depending on the type of product? Give an example of a product or service for each.

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

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verified

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Many services depend on people for the c...
View Answer

Correct Answer
verified

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