Question 1

Jack graduated from law school and took his mom to dinner after the ceremony.At the restaurant,the server filled their water glasses,checked on their table,and took care of their requests.Jack noted that the last time he was at this 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 B)
G) C) and D)

Question 2

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

Question 3

Recent surveys of consumers have indicated that while customers of many services are interested in being "relationship customers," they require that the relationship be balanced in terms of

Accepted Answer

A)  honesty,a lack of prejudice,and empathy.
B)  loyalty,benefits,value,kinds of connections,and respect for privacy.
C)  loyalty,honesty,and integrity.
D)  financial benefits,product benefits,and preferential treatment.
E)  financial benefits,product benefits,and personal benefits.F) A) and E)
G) C) and D)

Question 4

To reduce the uncertainty created by ________ properties,service consumers turn to personal sources of information such as opinion leaders,early adopters,and reference group members during the purchase decision process.

Accepted Answer

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

Question 5

Three categories for equipment-based services are

Accepted Answer

A)  unskilled labor,those operated by relatively unskilled operators,and self-serve.
B)  professionals,those operated by relatively unskilled operators,and automated.
C)  automated (self-serve) ,those operated by relatively unskilled operators,and those operated by skilled operators.
D)  unskilled labor,skilled labor,and professionals.
E)  those operated by skilled operators,unskilled labor,and professionals.F) D) and E)
G) C) and D)

Question 6

Airlines feature load factor as a capacity management measure on their marketing dashboards,along with two other measures: the operating expense per available seat flown one mile and the revenue generated by each seat flown one mile,called

Accepted Answer

A)  profit per passenger.
B)  average price per passenger.
C)  internal ROI.
D)  unit variable sales.
E)  yield.F) C) and D)
G) B) and D)

Question 7

Services can be classified by their method of delivery.Services such as ATMs,taxis,and airlines are considered

Accepted Answer

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

Question 8

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

Question 9

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and help her feel better.She is concerned because a massage,unlike a pair of shoes,cannot be experienced or seen before she buys it.Which characteristic of services is she concerned about?

Accepted Answer

A)  incongruity
B)  inconsistency
C)  intangibility
D)  inventory costs
E)  inseparabilityF) C) and E)
G) C) and D)

Question 10

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

Question 11

Which of the following is high in experience properties?

Accepted Answer

A)  clothing
B)  legal services
C)  auto repair
D)  a vacation
E)  a medical diagnosisF) C) and E)
G) B) and D)

Question 12

Which of the following statements about service failures is most accurate?

Accepted Answer

A)  Only 5 to 10 percent of dissatisfied customers choose to complain to the company.
B)  Once customers complain,they expect all of their demands to be met.
C)  Only 20 percent of consumers will give a company a second chance if they are not fully satisfied during the first encounter.
D)  People are twice as likely to share good service experiences as bad experiences.
E)  Monitoring social media websites causes unwarranted action since complaints are usually isolated instances and are not indicative of the actual service delivered.F) C) and D)
G) All of the above

Question 13

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

Accepted Answer

A)  convenient.
B)  reliable.
C)  personal.
D)  safe.
E)  accurate.F) A) and C)
G) B) and C)

Question 14

Many of the changes in the services industry in the future will be driven by which of these factors?

Accepted Answer

A)  reverse marketing
B)  global development
C)  global service branding
D)  sustainability
E)  ethnocentricityF) C) and D)
G) A) and B)

Question 15

Sterile Feral,Inc. ,is a nonprofit organization that catches wild or stray cats,and then neuters,vaccinates,and releases them.Veterinarians are particularly impressed with how effectively and safely the organization performs its service each and every time.With which service quality dimension are veterinarians most impressed?

Accepted Answer

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

Question 16

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

Accepted Answer

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

Exam 12: Services Marketing

Which of the following statements about service failures is most accurate?

Correct Answer
verified

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and help her feel better.She is concerned because a massage,unlike a pair of shoes,cannot be experienced or seen before she buys it.Which characteristic of services is she concerned about?

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

Which of the following is high in experience properties?

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 downside since the ATMs are perceived as being less

Correct Answer
verified

Three categories for equipment-based services are

Correct Answer
verified

Many of the changes in the services industry in the future will be driven by which of these factors?

Correct Answer
verified

To reduce the uncertainty created by ________ properties,service consumers turn to personal sources of information such as opinion leaders,early adopters,and reference group members during the purchase decision process.

Correct Answer
verified

Recent surveys of consumers have indicated that while customers of many services are interested in being "relationship customers," they require that the relationship be balanced in terms of

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Services can be classified by their method of delivery.Services such as ATMs,taxis,and airlines are considered

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

As a dimension of service quality,responsiveness is

Correct Answer
verified

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

Correct Answer
verified

Airlines feature load factor as a capacity management measure on their marketing dashboards,along with two other measures: the operating expense per available seat flown one mile and the revenue generated by each seat flown one mile,called

Correct Answer
verified

Exam 12: Services Marketing

Which of the following statements about service failures is most accurate?

Correct AnswerverifiedShow Answer

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and help her feel better.She is concerned because a massage,unlike a pair of shoes,cannot be experienced or seen before she buys it.Which characteristic of services is she concerned about?

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

Which of the following is high in experience properties?

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 downside since the ATMs are perceived as being less

Correct AnswerverifiedShow Answer

Three categories for equipment-based services are

Correct AnswerverifiedShow Answer

Many of the changes in the services industry in the future will be driven by which of these factors?

Correct AnswerverifiedShow Answer

To reduce the uncertainty created by ________ properties,service consumers turn to personal sources of information such as opinion leaders,early adopters,and reference group members during the purchase decision process.

Correct AnswerverifiedShow Answer

Recent surveys of consumers have indicated that while customers of many services are interested in being "relationship customers," they require that the relationship be balanced in terms of

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Services can be classified by their method of delivery.Services such as ATMs,taxis,and airlines are considered

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

As a dimension of service quality,responsiveness is

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Airlines feature load factor as a capacity management measure on their marketing dashboards,along with two other measures: the operating expense per available seat flown one mile and the revenue generated by each seat flown one mile,called

Correct AnswerverifiedShow Answer

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