Question 1

The trend toward sustainability and "green" business practices has expanded to include many services as they strive to

Accepted Answer

A)  comply with FDA rules.
B)  increase their energy use.
C)  reduce their capacity.
D)  create a competitive advantage.
E)  minimize consumer involvement.F) All of the above
G) B) and C)

Question 2

A situation that occurs when a service provider is available but there is no demand is referred to as

Accepted Answer

A)  off-peak pricing.
B)  idle production capacity.
C)  static demand.
D)  capacity management.
E)  excess inventory.F) A) and C)
G) B) and C)

Question 3

The Philadelphia Phillies baseball team may have great hitting and pitching one day,and lose by 10 runs on the next.This is an example of a service being

Accepted Answer

A)  inseparable.
B)  inconsistent.
C)  inventoried.
D)  tied to a product.
E)  independent of the quality delivered.F) B) and E)
G) D) and E)

Question 4

The revenue generated by each seat flown one mile shown in UMD12: Capacity Management above is

Accepted Answer

A)  9.83 cents.
B)  82.1 cents.
C)  8.28 cents.
D)  18.11 cents.
E)  7.99 cents.F) A) and B)
G) A) and C)

Question 5

Sterile Feral,Inc.is a nonprofit organization that catches wild or stray cats,and then neuters,vaccinates,and releases them back into the wild.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) D) and E)

Question 6

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) None of the above

Question 7

How a person establishes expectations for a service not yet experienced is influenced by word-of-mouth communications,personal needs,past experiences,and __________.

Accepted Answer

A)  the economy
B)  consumer income
C)  competitive trends
D)  promotional activities
E)  how the organization delivers its serviceF) None of the above
G) B) and C)

Question 8

The highest inventory carrying costs would most likely be for which of the following services?

Accepted Answer

A)  real estate agencies
B)  dry cleaners
C)  auto repair centers
D)  amusement parks
E)  hospitalsF) A) and E)
G) C) and E)

Question 9

Which of the following statements about services is most accurate?

Accepted Answer

A)  Although a major contributor to the GDP nationally,services play only a minor role in GDP on a global scale.
B)  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.
C)  Almost 65% of all jobs created in the United States are in the services sector.
D)  In the U.S. ,more than 46% of the GDP comes from services.
E)  There is much more in common with the marketing of services and business products than there is between the marketing of services and consumer products.F) B) and E)
G) A) and B)

Question 10

Services are a significant part of the U.S.economy,exceeding __________ percent of its gross domestic product.

Accepted Answer

A)  15
B)  25
C)  35
D)  45
E)  55F) None of the above
G) B) and D)

Question 11

Most services have a limited capacity due to the __________ of the service from the service provider and the perishable nature of the service.

Accepted Answer

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

Question 12

An expanded marketing mix for services that includes the four Ps (product,price,promotion,and place or distribution) as well as people,physical environment,and process,is referred to as the __________.

Accepted Answer

A)  seven Ps of services
B)  service matrix
C)  service continuum
D)  service encounters
E)  service mixF) D) and E)
G) A) and B)

Question 13

Alana operates a wedding preparation service that aids brides-to-be in the planning of their weddings.To maintain a quality image and a standardized offering,Alana provides extensive training for each of her employees.What unique aspect of services is Alana trying to address?

Accepted Answer

A)  impressionability
B)  intangibility
C)  inconsistency
D)  inseparability
E)  uniqueness of the serviceF) B) and D)
G) A) and B)

Question 14

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 customer 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) D) and E)

Question 15

The new sharing economy consists of all of the following EXCEPT:

Accepted Answer

A)  outsourcing small jobs in a local neighborhood.
B)  renting tools at Home Depot so users don't have to purchase them.
C)  renting spaces in apartments,homes,and tree houses for short stays.
D)  peer-to-peer ridesharing.
E)  performing services that provide users with an engaging,unique,authentic,personal,and memorable experience.F) B) and E)
G) A) and B)

Question 16

What role does price play in the managing of services?

Accepted Answer

There are two roles pricing plays in man...

Question 17

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) C) and D)
G) A) and C)

Question 18

The American Red Cross uses social marketing tools such as __________ to help the victims of Hurricane Sandy.

Accepted Answer

A)  blogs
B)  e-mail blasts
C)  wikis
D)  apps
E)  tweetsF) None of the above
G) A) and C)

Question 19

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage,unlike a pair of shoes,cannot be felt before she buys it.Sarah realizes massages have __________ properties.

Accepted Answer

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

Question 20

Singapore Airlines has advertising shows a traveler in the airline's new seats and emphasizes food and other amenities to overcome the __________ of its service.

Accepted Answer

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

Exam 12: Services Marketing

How a person establishes expectations for a service not yet experienced is influenced by word-of-mouth communications,personal needs,past experiences,and __________.

Correct Answer
verified

Services are a significant part of the U.S.economy,exceeding __________ percent of its gross domestic product.

Correct Answer
verified

Singapore Airlines has advertising shows a traveler in the airline's new seats and emphasizes food and other amenities to overcome the __________ of its service.

Correct Answer
verified

Capacity management refers to

Correct Answer
verified

Correct Answer
verified

The revenue generated by each seat flown one mile shown in UMD12: Capacity Management above is

Correct Answer
verified

A situation that occurs when a service provider is available but there is no demand is referred to as

Correct Answer
verified

The trend toward sustainability and "green" business practices has expanded to include many services as they strive to

Correct Answer
verified

Which of the following statements about services is most accurate?

Correct Answer
verified

The Philadelphia Phillies baseball team may have great hitting and pitching one day,and lose by 10 runs on the next.This is an example of a service being

Correct Answer
verified

The American Red Cross uses social marketing tools such as __________ to help the victims of Hurricane Sandy.

Correct Answer
verified

As a dimension of service quality,responsiveness is

Correct Answer
verified

An expanded marketing mix for services that includes the four Ps (product,price,promotion,and place or distribution) as well as people,physical environment,and process,is referred to as the __________.

Correct Answer
verified

Most services have a limited capacity due to the __________ of the service from the service provider and the perishable nature of the service.

Correct Answer
verified

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage,unlike a pair of shoes,cannot be felt before she buys it.Sarah realizes massages have __________ properties.

Correct Answer
verified

The new sharing economy consists of all of the following EXCEPT:

Correct Answer
verified

What role does price play in the managing of services?

Correct Answer
verified
There are two roles pricing plays in man...
View Answer

Alana operates a wedding preparation service that aids brides-to-be in the planning of their weddings.To maintain a quality image and a standardized offering,Alana provides extensive training for each of her employees.What unique aspect of services is Alana trying to address?

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 highest inventory carrying costs would most likely be for which of the following services?

Correct Answer
verified

Exam 12: Services Marketing

How a person establishes expectations for a service not yet experienced is influenced by word-of-mouth communications,personal needs,past experiences,and __________.

Correct AnswerverifiedShow Answer

Services are a significant part of the U.S.economy,exceeding __________ percent of its gross domestic product.

Correct AnswerverifiedShow Answer

Singapore Airlines has advertising shows a traveler in the airline's new seats and emphasizes food and other amenities to overcome the __________ of its service.

Correct AnswerverifiedShow Answer

Capacity management refers to

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The revenue generated by each seat flown one mile shown in UMD12: Capacity Management above is

Correct AnswerverifiedShow Answer

A situation that occurs when a service provider is available but there is no demand is referred to as

Correct AnswerverifiedShow Answer

The trend toward sustainability and "green" business practices has expanded to include many services as they strive to

Correct AnswerverifiedShow Answer

Which of the following statements about services is most accurate?

Correct AnswerverifiedShow Answer

The Philadelphia Phillies baseball team may have great hitting and pitching one day,and lose by 10 runs on the next.This is an example of a service being

Correct AnswerverifiedShow Answer

The American Red Cross uses social marketing tools such as __________ to help the victims of Hurricane Sandy.

Correct AnswerverifiedShow Answer

As a dimension of service quality,responsiveness is

Correct AnswerverifiedShow Answer

An expanded marketing mix for services that includes the four Ps (product,price,promotion,and place or distribution) as well as people,physical environment,and process,is referred to as the __________.

Correct AnswerverifiedShow Answer

Most services have a limited capacity due to the __________ of the service from the service provider and the perishable nature of the service.

Correct AnswerverifiedShow Answer

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage,unlike a pair of shoes,cannot be felt before she buys it.Sarah realizes massages have __________ properties.

Correct AnswerverifiedShow Answer

The new sharing economy consists of all of the following EXCEPT:

Correct AnswerverifiedShow Answer

What role does price play in the managing of services?

Correct AnswerverifiedThere are two roles pricing plays in man...View AnswerShow Answer

Alana operates a wedding preparation service that aids brides-to-be in the planning of their weddings.To maintain a quality image and a standardized offering,Alana provides extensive training for each of her employees.What unique aspect of services is Alana trying to address?

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 highest inventory carrying costs would most likely be for which of the following services?

Correct AnswerverifiedShow 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

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
There are two roles pricing plays in man...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified