Question 1

Commuters in New York often have often installed radio frequency identification (RFID) devices on their cars that can be read automatically as they approach a toll booth.This saves time,improves traffic flow,and means drivers don't need to keep exact change in their cars.It also offers New York authorities the opportunity to manage traffic flow by charging different toll amounts for different times of day,such as charging a higher toll for "rush hour" periods during the morning and afternoon commutes.Commuters in New York are experiencing

Accepted Answer

A)  price gouging.
B)  off-peak pricing.
C)  flow management pricing.
D)  price differentiation.
E)  idle production pricing.F) A) and B)
G) A) and C)

Question 2

A nonprofit organization may pay taxes if

Accepted Answer

A)  excess revenues exceed 20 percent of the budget.
B)  the organization is not considered to be religious institution.
C)  revenue is received from overseas subsidiaries.
D)  revenue-generating holdings are not directly related to the organization's core mission.
E)  money is spent on research and development,then it is taxed at a significantly lower rate.F) A) and E)
G) A) and D)

Question 3

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)  increasing the hours worked per week.
E)  using a commission compensation system.F) A) and B)
G) A) and C)

Question 4

Which generational cohort appreciate the opportunity to engage in collaborative consumption,also known as peer-to-sharing or the sharing economy?

Accepted Answer

A)  Generation Y
B)  millennials
C)  baby boomers
D)  Generation Z
E)  Generation XF) B) and E)
G) A) and B)

Question 5

According to the service continuum shown in Figure 12-3 above,which of the following offerings has the HIGHEST level of intangibility?

Accepted Answer

A)  tailored suit
B)  advertising agency
C)  tutoring service
D)  fast-food restaurant
E)  saltF) B) and C)
G) A) and E)

Question 6

What is the difference between intangibility and inseparability of services?

Accepted Answer

Intangibility refers to the fact that se...

Question 7

Which of the following statements about services is most accurate?

Accepted Answer

A)  Whether tangible or intangible,the marketing of services is exactly the same as the marketing of products or ideas since they both satisfy customer needs.
B)  Although a major contributor to the GDP nationally,services play only a minor role in GDP on a global scale.
C)  Services exports is one of the few areas where the United States has a trade surplus.
D)  Very few jobs in the United States are in the services sector.
E)  There is much more in common with the marketing of services and business products as there is between the marketing of services and consumer products.F) B) and C)
G) B) and E)

Question 8

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)  4Ps of services
E)  service continuumF) A) and E)
G) All of the above

Question 9

As a dimension of service quality,the caring,individualized attention provided to customers as a dimension of service quality is referred to as __________.

Accepted Answer

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

Question 10

The categories for people-based services include __________.

Accepted Answer

A)  volunteers,skilled operators,and professionals
B)  unskilled labor,skilled labor,and professionals
C)  unskilled operators,unskilled labor,and skilled labor
D)  automated,skilled operators,and unskilled labor
E)  automated,skilled operators,and professionalsF) A) and D)
G) A) and C)

Question 11

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) B) and D)
G) C) and D)

Question 12

Andrea Arenas is the owner of 2 Places at 1 Time,a concierge company.She and her staff of 60 perform everyday services,such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office,for people who are too busy to perform these simple acts.One way she tries to avoid ___________ of services for her regular customers is to make sure that the same well-trained person is always assigned to work for her clients.

Accepted Answer

A)  inseparability
B)  inconsistency
C)  incongruity
D)  inflexibility
E)  intangibilityF) None of the above
G) A) and D)

Question 13

Equipment-based services do not have the marketing concern of inconsistency because __________ have been removed from the delivery of the service.

Accepted Answer

A)  risk and product liability
B)  people
C)  learning requirements
D)  automations
E)  accessoriesF) A) and D)
G) A) and E)

Question 14

Services can be classified according to whether they are delivered by: (1) people or equipment; (2) __________;or (3) government agencies.

Accepted Answer

A)  national or global
B)  performed by 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) C) and E)

Question 15

Services performed by surgeons or lawyers are primarily evaluated on __________ properties.

Accepted Answer

A)  search
B)  form
C)  indirect
D)  credence
E)  experienceF) C) and E)
G) D) and E)

Question 16

As a dimension of service quality,knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as __________.

Accepted Answer

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

Question 17

The key technological elements of future services include mobility and __________.

Accepted Answer

A)  automation
B)  transglobalization
C)  convenience
D)  divergence
E)  personalizationF) A) and E)
G) B) and D)

Question 18

Ron had a craving for sushi so he searched yellowpages.com for the name of a restaurant in his vicinity that serves this type of food.When he arrived at his destination,he was impressed with the menu posted outside the door and decided to go in.He was greeted with a smile by a hostess and then immediately seated at a well-appointed table where he was given a warm cloth for his hands.A waiter beautifully presented the food,the rice was the perfect texture and temperature,and the fish was fresh and delicious.Halfway thought the meal,he excused himself to go to the restroom.It was clean,but unfortunately was out of paper towels.He returned to his table,finished his meal,and paid his check.The hostess said goodbye and asked him to return.Which of the following statements about this scenario is MOST ACCURATE?

Accepted Answer

A)  Reading the menu posted outside the door was Ron's first point of interaction in the customer contact audit because if he hadn't liked the selections,he wouldn't have gone into the restaurant.
B)  Being greeted by the hostess was the first point of interaction in the customer contact audit because it was the first "human" encounter with the actual service provider-the restaurant's employee.
C)  The first point of interaction in the customer contact audit wasn't written,it was implied.The real first point in the customer contact audit should have been between Ron and the waiter,not Ron and the hostess.The waiter is wholly responsible for the service quality delivered.
D)  The lack of paper towels in the restroom was the first point of interaction in the customer contact audit because it was the first time his expectations weren't met.
E)  The yellowpages.com ad,the menu on the door,the hostess's greeting,the waiter,the quality and presentation of food,and even the restroom were all important service encounters.F) B) and D)
G) None of the above

Question 19

Tuition,charges,fares,fees,and rates are all terms

Accepted Answer

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

Question 20

Intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value are referred to as __________.

Accepted Answer

A)  services
B)  goods
C)  products
D)  marketing mix
E)  ideasF) B) and E)
G) A) and B)

Exam 12: Services Marketing

Correct Answer
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According to the service continuum shown in Figure 12-3 above,which of the following offerings has the HIGHEST level of intangibility?

Correct Answer
verified

Inventory carrying costs can be reduced by

Correct Answer
verified

Intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value are referred to as __________.

Correct Answer
verified

As a dimension of service quality,knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as __________.

Correct Answer
verified

A nonprofit organization may pay taxes if

Correct Answer
verified

The key technological elements of future services include mobility and __________.

Correct Answer
verified

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

Correct Answer
verified

Equipment-based services do not have the marketing concern of inconsistency because __________ have been removed from the delivery of the service.

Correct Answer
verified

Tuition,charges,fares,fees,and rates are all terms

Correct Answer
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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

As a dimension of service quality,the caring,individualized attention provided to customers as a dimension of service quality is referred to as __________.

Correct Answer
verified

What is the difference between intangibility and inseparability of services?

Correct Answer
verified
Intangibility refers to the fact that se...
View Answer

The categories for people-based services include __________.

Correct Answer
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Which of the following statements about services is most accurate?

Correct Answer
verified

Services can be classified according to whether they are delivered by: (1) people or equipment; (2) __________;or (3) government agencies.

Correct Answer
verified

Services performed by surgeons or lawyers are primarily evaluated on __________ properties.

Correct Answer
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Correct Answer
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Correct Answer
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Which generational cohort appreciate the opportunity to engage in collaborative consumption,also known as peer-to-sharing or the sharing economy?

Correct Answer
verified

Exam 12: Services Marketing

Correct AnswerverifiedShow Answer

According to the service continuum shown in Figure 12-3 above,which of the following offerings has the HIGHEST level of intangibility?

Correct AnswerverifiedShow Answer

Inventory carrying costs can be reduced by

Correct AnswerverifiedShow Answer

Intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value are referred to as __________.

Correct AnswerverifiedShow Answer

As a dimension of service quality,knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as __________.

Correct AnswerverifiedShow Answer

A nonprofit organization may pay taxes if

Correct AnswerverifiedShow Answer

The key technological elements of future services include mobility and __________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Equipment-based services do not have the marketing concern of inconsistency because __________ have been removed from the delivery of the service.

Correct AnswerverifiedShow Answer

Tuition,charges,fares,fees,and rates are all terms

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

As a dimension of service quality,the caring,individualized attention provided to customers as a dimension of service quality is referred to as __________.

Correct AnswerverifiedShow Answer

What is the difference between intangibility and inseparability of services?

Correct AnswerverifiedIntangibility refers to the fact that se...View AnswerShow Answer

The categories for people-based services include __________.

Correct AnswerverifiedShow Answer

Which of the following statements about services is most accurate?

Correct AnswerverifiedShow Answer

Services can be classified according to whether they are delivered by: (1) people or equipment; (2) __________;or (3) government agencies.

Correct AnswerverifiedShow Answer

Services performed by surgeons or lawyers are primarily evaluated on __________ properties.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which generational cohort appreciate the opportunity to engage in collaborative consumption,also known as peer-to-sharing or the sharing economy?

Correct AnswerverifiedShow Answer

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Intangibility refers to the fact that se...
View Answer

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