Question 1

Which of the following statements about services is true?

Accepted Answer

A)   A service economy produces services at the expense of other sectors
B)   Service jobs are low paying and menial
C)   Service production is labor intensive and low in productivity
D)   Service is a necessary evil for manufacturing firms
E)   The skills needed for managing services differ from those used for managing manufacturing businessesF) None of the above
G) C) and D)

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services?

Accepted Answer

A)   Services cannot be returned or resold
B)   Service quality depends on many uncontrollable factors
C)   Employees affect the service outcome
D)   Services cannot be readily displayed or communicated
E)   There is no sure knowledge that the service delivered matches what was planned and promotedF) B) and E)
G) B) and D)

Question 4

A service provider is studying other services to see how they achieve and maintain service quality. The service provider has looked at nurses, concierges, massage therapists and department store customer service representatives. With which element of the services marketing mix is the service provider concerned?

Accepted Answer

The answer of A service provider is studying other services...

Question 5

Which of the following trends has directly influenced the development of services marketing concepts and strategies?

Accepted Answer

A)   The decreasing importance of service industries to the U.S. and world economies
B)   The growth in information-based technology
C)   Decreased competition in professional services
D)   The fact that manufacturing firms are placing increased emphasis on providing services
E)   None of the aboveF) A) and E)
G) B) and E)

Question 6

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

Accepted Answer

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

Question 7

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

Accepted Answer

A)   Technology-based services, which are superior to human-based services, are not being implemented enough
B)   Services are leveling the playing field and consistently trying to offer the same level of service to every customer
C)   Companies are decreasing their reliance on self-service and increasing the use of human interaction in the performance of services
D)   Customer expectations are higher because of the excellent service they receive from some companies
E)   Even though it is Easy to provide consistent, high-quality service, many companies do not want to do itF) A) and B)
G) B) and E)

Question 8

The deregulation of industries has actually lessened the demand for services marketing skills.

Accepted Answer

A) True 
 B)False

Question 9

Because the production and consumption of services is simultaneous, the mass production of services is difficult.

Accepted Answer

A) True 
 B)False

Question 10

How are customers and employees responding to the proliferation of technology-based services?

Accepted Answer

Technology is providing vehicles for del...

Question 11

Because a product is tangible, it cannot be inventoried.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

Services are typical...

Question 13

All businesses and organizations that operate on the Internet are essentially providing a service.

Accepted Answer

A) True 
 B)False

Question 14

Due to the _____ characteristic of services, customers can affect the transaction and how others perceive the transaction.

Accepted Answer

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

Question 15

_____ is a key determinant of whether a product offering should be classified as a product or a service.

Accepted Answer

A)   Physicality
B)   Audience passivity
C)   Tangibility
D)   Perception
E)   AbstractionF) B) and D)
G) B) and E)

Question 16

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

Accepted Answer

The answer of Which elements of the services marketing mix...

Question 17

Which of the following is a marketing implication that results from the perishability of services?

Accepted Answer

A)   Service quality depends on many uncontrollable factors
B)   Employees affect the service outcome
C)   Synchronizing supply and demand is difficult
D)   Customers participate and affect the service outcome
E)   Service delivery and customer satisfaction depend on employee actionsF) A) and B)
G) C) and D)

Question 18

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

Accepted Answer

All businesses and organizations that op...

Question 19

On his way to work today, Terry saw a billboard for a physician's group that specialized in vascular surgery. In his local newspaper there was a full-page ad for a medical clinic that performed similar surgery. Then in his mail, he got a brochure from yet another medical clinic asking him if he wanted to get rid of ugly varicose veins. Which trend that influenced the development of services marketing concepts and strategies is illustrated here?

Accepted Answer

A)   The increasing importance of service industries to the U.S. and world economies
B)   The increase of government regulation of professional service industries
C)   The growth in database marketing
D)   Increased competition in professional services
E)   Professional firms are placing increased emphasis on providing servicesF) A) and C)
G) B) and D)

Question 20

An attorney who charges a client for a missed appointment is taking into account the _____ characteristic of services.

Accepted Answer

A)   Heterogeneity
B)   Simultaneous production and consumption
C)   Incomparability
D)   Perishability
E)   IntangibilityF) B) and E)
G) B) and D)

Exam 1: Introduction to Services

The deregulation of industries has actually lessened the demand for services marketing skills.

Correct Answer
verified

Which of the following trends has directly influenced the development of services marketing concepts and strategies?

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

An attorney who charges a client for a missed appointment is taking into account the _____ characteristic of services.

Correct Answer
verified

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

Correct Answer
verified
All businesses and organizations that op...
View Answer

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

Correct Answer
verified

Which of the following is a marketing implication that results from the perishability of services?

Correct Answer
verified

Because the production and consumption of services is simultaneous, the mass production of services is difficult.

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

Which of the following statements about services is true?

Correct Answer
verified

All businesses and organizations that operate on the Internet are essentially providing a service.

Correct Answer
verified

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

Correct Answer
verified
Services are typical...
View Answer

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

Correct Answer
verified

Because a product is tangible, it cannot be inventoried.

Correct Answer
verified

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services?

Correct Answer
verified

Due to the _____ characteristic of services, customers can affect the transaction and how others perceive the transaction.

Correct Answer
verified

How are customers and employees responding to the proliferation of technology-based services?

Correct Answer
verified
Technology is providing vehicles for del...
View Answer

_____ is a key determinant of whether a product offering should be classified as a product or a service.

Correct Answer
verified

Exam 1: Introduction to Services

The deregulation of industries has actually lessened the demand for services marketing skills.

Correct AnswerverifiedShow Answer

Which of the following trends has directly influenced the development of services marketing concepts and strategies?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

An attorney who charges a client for a missed appointment is taking into account the _____ characteristic of services.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedAll businesses and organizations that op...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is a marketing implication that results from the perishability of services?

Correct AnswerverifiedShow Answer

Because the production and consumption of services is simultaneous, the mass production of services is difficult.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following statements about services is true?

Correct AnswerverifiedShow Answer

All businesses and organizations that operate on the Internet are essentially providing a service.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedServices are typical...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Because a product is tangible, it cannot be inventoried.

Correct AnswerverifiedShow Answer

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services?

Correct AnswerverifiedShow Answer

Due to the _____ characteristic of services, customers can affect the transaction and how others perceive the transaction.

Correct AnswerverifiedShow Answer

How are customers and employees responding to the proliferation of technology-based services?

Correct AnswerverifiedTechnology is providing vehicles for del...View AnswerShow Answer

_____ is a key determinant of whether a product offering should be classified as a product or a service.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
All businesses and organizations that op...
View 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
Services are typical...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Technology is providing vehicles for del...
View Answer

Correct Answer
verified