FiltersDone

Question type

Essay

Multiple Choice

Short Answer

True False

Matching

Exam 1: Introduction to Services

Show Answer

Share

---

All types

Filters

Study FlashcardsPractice ExamLearn

Question 21

Multiple Choice

Review LaterAdd Note

Review Later

Two roommates both registered for an introduction to business class.At midterm,one roommate found his instructor so boring that he was thinking of changing his major to history.The other roommate had a charismatic teacher and looked forward to going to class.This heterogeneity of instruction demonstrates:

A) How difficult it is to synchronize supply and demand with service
B) That customer service depends on employee actions
C) How customers affect each other
D) The fact services cannot be readily communicated or displayed
E) Why services cannot be inventoried

F) B) and C)
G) A) and B)

Correct Answer

verified

Show Answer

Question 22

Multiple Choice

Review LaterAdd Note

Review Later

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

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 it

F) None of the above
G) A) and D)

Correct Answer

verified

Show Answer

Question 23

Multiple Choice

Review LaterAdd Note

The most distinguishing characteristic of services is:

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

The maintenance contract offered by Sears on its Kenmore refrigerators,dishwashers,and microwaves is an example of a(n) _______.

A hotel manager is studying other hotels to see how they achieve and maintain service quality.The manager has spent some time paying attention to the actions,interactions,and appearance of front desk clerks,housekeepers,spa attendants and restaurant staff.With which element of the services marketing mix is the hotel manager concerned?

Without good mailing lists,businesses cannot engage in effective direct-marketing advertising.On average 20 percent of the U.S.population moves annually.Return Path is a company that provides changes of addresses to businesses.It takes a business's mailing list,compares it to address changes that it gathers daily in its database and makes any necessary corrections.Return Path is a part of which trend in the services marketing industry?

Because a product is tangible,it cannot be inventoried.

What is the primary issue that marketers face in relation to service perishability?

Weight loss centers provide moral support and weight-loss aids to those who believe they need to diet.The centers often use before and after pictures of their most successful cases to overcome problems associated with which service characteristic?

Which element of the services marketing mix is influenced by the health inspector's report that is prominently displayed in all restaurants?

Despite the importance of services and the bottom-line profit potential for services,consumers perceive that overall the quality of service they are receiving is declining.

Historically,the Japanese have had poor dental care.As part of their beauty regimen,the Japanese do have a habit of lightening and whitening their skin.Teethart has developed "tooth manicure" salons,which allow Japanese to match their teeth coloration to their skin.Each treatment takes place in a small booth,which contains an ergonomically-designed chair,muted lights and new Age-style music.The walls are painted calming shade of blues and greens.Teethart uses the _____ element of its service to reduce stress associated with dental procedures.

Which of the following statements describes a marketing implication that results from the intangibility of services?

Which of the following statements describes how consumers and employees are responding to technology-based services?

Maria Kingsley is a fortune teller.She is concerned because today two of her clients missed their appointments to have her read their Tarot cards and she had plans for the money she would have earned.With which characteristic of services is Kingsley most concerned?

Describe the three new elements of the service marketing mix.

Technology is creating a demand for ethnocentric services.

What do deeds,processes,and performances have in common?

In addition to the elements of the traditional marketing mix,the expanded mix for services includes: