Question 1

Sarah has a toothache.She believes it may be due to her not having regular dental checkups in the past.She now wants to find a dentist,but does not have one that she has used in the past.Because dentistry has ________ properties,Sarah plans to ask her friends for a recommendation for a dentist they like to be sure that she finds a good one.

Accepted Answer

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

Question 2

Which of the following is the most important aspect conveyed by the American Express credit card and travel brand,which focuses on providing unique services and attentive service provision?

Accepted Answer

A)  its international experience
B)  differentiation and an image of quality
C)  the ownership of the company
D)  the nonprofit aspect of the company
E)  the patent for its serviceF) B) and C)
G) A) and E)

Question 3

Describe the three ways services can be classified.

Accepted Answer

Services can be classified three ways ba...

Question 4

The inventory carrying costs of airlines is high because they

Accepted Answer

A)  use a straight salary compensation plan for the large numbers of flight attendants.
B)  have high-salaried pilots and very expensive equipment.
C)  allow baggage personnel to work overtime.
D)  decrease the number of workdays per week,but increase the hours per day.
E)  use a commission compensation system for their reservationists.F) A) and B)
G) A) and C)

Question 5

How does the LA Galaxy use promotion (advertising,personal selling,public relations,sales promotion,direct marketing)in its marketing program.

Accepted Answer

LA Galaxy advertising includes TV,radio,...

Question 6

Figure 12-5
 
-According to Figure 12-5 above,purchases labeled B would most likely be evaluated on ________ properties.

Accepted Answer

A)  value
B)  search
C)  credence
D)  experience
E)  expenditureF) B) and C)
G) D) and E)

Question 7

Although many people love the self-service technology that allows Redbox to provide DVDs 24 hours a day,seven days a week,many people also want personal interaction and recommendations from other people.Redbox confronted this issue by creating "Redblog," where customers could share their opinions,feelings,and experiences.This is an example of managing the

Accepted Answer

A)  inventory aspects of services.
B)  inseparability aspects of services.
C)  inconsistency aspects of services.
D)  intangibility aspects of services.
E)  impressionability aspects of services.F) B) and E)
G) None of the above

Question 8

Which of the following influences a consumer's expectations for a service not yet experienced?

Accepted Answer

A)  the economy
B)  consumer income
C)  word-of-mouth communications
D)  competitive trends
E)  how the organization delivers its serviceF) B) and D)
G) A) and B)

Question 9

Which of the following is considered a service?

Accepted Answer

A)  a marketing class
B)  lamp
C)  motorcycle
D)  potato chips
E)  environmentalismF) C) and D)
G) A) and B)

Question 10

To help consumers assess and compare services,marketers try to make them tangible or

Accepted Answer

A)  temporal.
B)  consistent.
C)  adaptable.
D)  measurable.
E)  show the benefits of using the service.F) B) and D)
G) A) and B)

Question 11

Figure 12-4
 
-Consider Figure 12-4 above.Services can be classified by their method of delivery.Box A represents

Accepted Answer

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

Question 12

What role do people play in the managing of services? In answering the question,discuss the concept of customer experience management (CEM).

Accepted Answer

Many services depend on people for the c...

Question 13

The four I's of services consist of

Accepted Answer

A)  intangibility,inconsistency,inseparability,and innovation.
B)  intangibility,inventory,inflexibility,and impression.
C)  intangibility,inconsistency,inseparability,and inventory.
D)  intangibility,inventory,innovation,and impression.
E)  intangibility,inconsistency,innovation,and impression.F) A) and B)
G) A) and C)

Question 14

Lucia's is an eatery famous for its fine steaks,spicy chili,and outstanding customer service.To maintain the restaurant's reputation for putting its customers first,the marketing manager at Lucia's has developed marketing activities that are directed at its waiters and waitresses.These activities are an example of

Accepted Answer

A)  internal marketing.
B)  persuasive marketing.
C)  service marketing.
D)  stakeholder marketing.
E)  employee marketing.F) None of the above
G) A) and E)

Question 15

Many restaurants ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations compared with the actual visit is called a

Accepted Answer

A)  service encounter survey.
B)  customer profile analysis.
C)  gap analysis.
D)  customer contact audit.
E)  service audit.F) None of the above
G) A) and D)

Question 16

Many commuters in New York install 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 morning and afternoon rush hour periods.This pricing strategy is

Accepted Answer

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

Question 17

What do the U.S.Department of Agriculture,the Connecticut Department of Social Services,and the Phoenix Fire Department have in common?

Accepted Answer

A)  They are all privately owned companies.
B)  None fit on the service continuum.
C)  They never experience idle production capacity.
D)  Capacity management is not an issue for these organizations.
E)  They are all government-sponsored services.F) B) and D)
G) A) and E)

Question 18

Recent research suggests that employees affect the success of customer relationships through which of the following?

Accepted Answer

A)  innovativeness
B)  competence
C)  persuasiveness
D)  assertiveness
E)  friendlinessF) D) and E)
G) A) and B)

Question 19

A(n) ________ is very important to the process aspect of services because it helps identify steps that will ultimately lead to better service creation and delivery processes.

Accepted Answer

A)  customer contact audit
B)  internal marketing review
C)  tangibility gap analysis
D)  service continuum
E)  consumer experience auditF) C) and E)
G) B) and C)

Question 20

Figure 12-5
 
-According to Figure 12-5 above,which statement is most accurate?

Accepted Answer

A)  Legal services are high in search credence properties,but medical services are high in experience properties.
B)  Haircuts are high in experience properties,but barbershops are high in search properties.
C)  Jewelry is high in search properties,although diamonds are high in credence properties.
D)  Television repair is more difficult to evaluate than restaurant meals.
E)  Child care is equally high in search,experience,and credence properties because the decision is so important.F) C) and D)
G) A) and B)

Exam 12: Services Marketing

How does the LA Galaxy use promotion (advertising,personal selling,public relations,sales promotion,direct marketing)in its marketing program.

Correct Answer
verified
LA Galaxy advertising includes TV,radio,...
View Answer

What role do people play in the managing of services? In answering the question,discuss the concept of customer experience management (CEM).

Correct Answer
verified
Many services depend on people for the c...
View Answer

Figure 12-5 -According to Figure 12-5 above,purchases labeled B would most likely be evaluated on ________ properties.

Correct Answer
verified

Correct Answer
verified

To help consumers assess and compare services,marketers try to make them tangible or

Correct Answer
verified

Describe the three ways services can be classified.

Correct Answer
verified
Services can be classified three ways ba...
View Answer

Figure 12-4 -Consider Figure 12-4 above.Services can be classified by their method of delivery.Box A represents

Correct Answer
verified

A(n) ________ is very important to the process aspect of services because it helps identify steps that will ultimately lead to better service creation and delivery processes.

Correct Answer
verified

Which of the following is the most important aspect conveyed by the American Express credit card and travel brand,which focuses on providing unique services and attentive service provision?

Correct Answer
verified

Which of the following influences a consumer's expectations for a service not yet experienced?

Correct Answer
verified

Many restaurants ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations compared with the actual visit is called a

Correct Answer
verified

The four I's of services consist of

Correct Answer
verified

Correct Answer
verified

The inventory carrying costs of airlines is high because they

Correct Answer
verified

Correct Answer
verified

What do the U.S.Department of Agriculture,the Connecticut Department of Social Services,and the Phoenix Fire Department have in common?

Correct Answer
verified

Which of the following is considered a service?

Correct Answer
verified

Correct Answer
verified

Recent research suggests that employees affect the success of customer relationships through which of the following?

Correct Answer
verified

Figure 12-5 -According to Figure 12-5 above,which statement is most accurate?

Correct Answer
verified

Exam 12: Services Marketing

How does the LA Galaxy use promotion (advertising,personal selling,public relations,sales promotion,direct marketing)in its marketing program.

Correct AnswerverifiedLA Galaxy advertising includes TV,radio,...View AnswerShow Answer

What role do people play in the managing of services? In answering the question,discuss the concept of customer experience management (CEM).

Correct AnswerverifiedMany services depend on people for the c...View AnswerShow Answer

Figure 12-5 -According to Figure 12-5 above,purchases labeled B would most likely be evaluated on ________ properties.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

To help consumers assess and compare services,marketers try to make them tangible or

Correct AnswerverifiedShow Answer

Describe the three ways services can be classified.

Correct AnswerverifiedServices can be classified three ways ba...View AnswerShow Answer

Figure 12-4 -Consider Figure 12-4 above.Services can be classified by their method of delivery.Box A represents

Correct AnswerverifiedShow Answer

A(n) ________ is very important to the process aspect of services because it helps identify steps that will ultimately lead to better service creation and delivery processes.

Correct AnswerverifiedShow Answer

Which of the following is the most important aspect conveyed by the American Express credit card and travel brand,which focuses on providing unique services and attentive service provision?

Correct AnswerverifiedShow Answer

Which of the following influences a consumer's expectations for a service not yet experienced?

Correct AnswerverifiedShow Answer

Many restaurants ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations compared with the actual visit is called a

Correct AnswerverifiedShow Answer

The four I's of services consist of

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The inventory carrying costs of airlines is high because they

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

What do the U.S.Department of Agriculture,the Connecticut Department of Social Services,and the Phoenix Fire Department have in common?

Correct AnswerverifiedShow Answer

Which of the following is considered a service?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Recent research suggests that employees affect the success of customer relationships through which of the following?

Correct AnswerverifiedShow Answer

Figure 12-5 -According to Figure 12-5 above,which statement is most accurate?

Correct AnswerverifiedShow Answer

Correct Answer
verified
LA Galaxy advertising includes TV,radio,...
View Answer

Correct Answer
verified
Many services depend on people for the c...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
verified
Services can be classified three ways ba...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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