Exam 1 (chap 1 – 6)

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boundary spanning role
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Front-line employee (ex: front desk agent, server)
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The practice of overbooking
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the absence of inventories
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Primary focus of Marketing
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to satisfy the needs and wants of consumers
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Credence qualities are difficult to evaluate even after the service is consumed
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true
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marketing mix variables would directly affect the cost section of an income statement?
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Product and Promotion
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Presentation mix
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elements that marketing managers use to increase the tangibility of the product-service mix as perceived by consumer. (physical location, atmosphere, personnel)
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Hospitality Marketing Mix
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1. product-service mix 2. presentation mix 3. communication mix 4. pricing mix 5. distribution mix
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The marketing concept focuses on designing products as efficiently as possible and selling them at a profit
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False
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Which of the following is not a characteristic associated with services
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consistent delivery (p.8)
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Purchase decisions for services such as foodservice are heavily slanted towards
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experience qualities
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Which of the following traditional marketing mix elements is (are) part of the presentation mix?
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price & place
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Which of the following is not a component of the original hospitality marketing mix?
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Distribution mix
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Which of the following is a key aspect of corporate social responsibility?
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It focuses on the triple bottom line
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All of the above are popular service recovery strategies
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employee turnover
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A measure of the relative level of prices for consumer goods is known as
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Consumer Price Index – CPI
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The “triple bottom line” is an accounting and recording system used by firms to monitor sustainability performance on people, planet and profits.
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true
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Fast food chains competing with convenience stores and supermarkets is an example of
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general competition
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Product category competition exists among companies that provide similar products and services to the same customers at a similar price level.
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False (p.24)
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area of concern for environmental sustainability?
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energy management waste management water conservation
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Changes in the profile of residents within a city or given geographic area represent which of the following types of trends?
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social
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Perfect competition
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the competitive structure in an industry with many buyers and sellers of homogeneous products that are almost exactly the same.
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product class competition
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Major airlines competing with charter airlines and commuter airlines
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monopolistic competition
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A monopoly consists of a few sellers and many buyers
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he three major components of sustainability in hospitality and tourism operations
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social, environmental, and economic
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Which of the following is not a sustainability indicator for the social component?
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employee turnover
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The amount of search would be most substantial for the ____ problem-solving technique.
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Extended
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The number of attributes normally considered would be fewest for the ____ problem-solving technique.
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routine response behavior (p.52)
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attitude
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A learned predisposition to act in a consistently favorable or unfavorable manner toward an object
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Opinion leaders include formal and informal leaders of reference groups.
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True
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Most hospitality and travel firms expect to fulfill the self-actualization needs of consumers as described by Maslow
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False (p. 45)
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Which of the following is an example of organizational buying in the travel industry?
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Hotel salespeople selling to meeting planners. Tour operators selling to travel agents. (P. 54)
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Which of the following statements IS TRUE in regard to postconsumption feelings?
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They are based on consumers’ expectations and actual firm performance. Hospitality chains have an advantage because of a lower perceived risk. From a management perspective, it is better to under-promise and over-deliver.
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Problem recognition occurs when an individual realizes a gap between a desired state and the actual state.
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True
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Which of the following is NOT a characteristic of organizational buying?
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less negotiation
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Diffusion and adoption.
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The process of influencing consumers who are innovators and early adopters
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Which of the following problem-solving processes allows consumers to make tradeoffs between product or service attributes?
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Compensary strategies.
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The five roles of an organizational buying unit MUST ALL be represented by different individuals.
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False
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The final set of products or service providers that are considered by consumers when making a purchase decision is referred to as the:
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evoked set
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Which of the following is not an internal influence on consumer behavior?
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Culture
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Which consumer choice model involves choosing important service attributes and then eliminating brands that do not exceed minimum thresholds on all of those attributes?
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Conjunctive model
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An individual does not pass through all of the stages in the consumer decision-making model when engaging in routine problem solving.
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False (p. 54)
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Which stage in the consumer adoption process includes the largest percentage of consumers entering the
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Early majority
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Certain reference groups can influence the purchase decisions of individuals even if they don’t belong to the group.
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True
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In Maslow’s hierarchy of needs, the first set of needs individuals seek to satisfy is
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physiological needs
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The information retrieval stage of the consumer decision-making model would tend to be the least involved for which of the following hospitality and travel services?
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A restaurant for a casual lunch
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The family life cycle would be considered a(n) ________ variable
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demographic
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Which of the following refers to the smallest geographic area?
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Metropolitan statistical area (MSA) (p. 66)
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Salient attributes
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attributes that are important to consumers in evaluating alternative product offerings
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When a firm develops one product-service mix that is sold to all potential customers, it is using a
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mass-market strategy
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AIO statements are used in
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psychographic segmentation
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Projected demand is equal to
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total market demand x market share
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The basic tenet of the VALS segmentation framework is that consumers’ purchasing behaviors are based on their culture and ethnic background.
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false (p. 70)
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Which VALS category would be most loyal to an independent restaurant?
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Makers
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The first step in the Market Segmentation Decision Process is to select specific target market segments.
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False (p. 71)
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The first step in the positioning process is to
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Determine the ideal mix for consumers
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The criteria for effective market segmentation?
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Measurability Accesibility Substantiality (p. 65)
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In practice, it is normally not a good idea to use more than one type of variable to segment markets
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False
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What is the technique used to construct a graphic representation of how consumers perceive a competing set of products relative to each other?
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Perceptual mapping
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extension of the traditional family life cycle
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People are waiting longer to get married. Increased divorce rate has led to more single parents. There are more same-sex couples that adopt children. People are living longer.
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A firm’s positioning statement should differentiate the firm’s product-service mix form that of the competition.
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True
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Southwest Airline’s addition of the ‘Business Select’ class to its existing economy class is an example of:
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differentiated strategy
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The use of frequent traveler or frequent diner programs would be considered a form of
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behavioral segmentation
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Market segmentation is the process of determining how to differentiate a firm’s product offering(s) from those of its competitors in the minds of consumers.
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False
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Market segmentation is the process of
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dividing a total potential market into homogeneous subsets
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When restaurants or hotels record the license plates of their guests, it is a form of
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geographic segmentation
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Which step would normally include a S.W.O.T. analysis?
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Conduct a situation analysis
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The strengths and weaknesses components of a S.W.O.T. analysis reflect an evaluation of the firm’s internal situation
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True (p. 93)
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Which of the following items would be considered leverage items in a S.W.O.T. analysis?
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Strengths and opportunities
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A _____ strategy focuses on selling the existing product-service mix to the existing target markets
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Market penetration (p. 96)
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three stages in the marketing management cycle
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marketing planning – marketing execution – marketing evaluation
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What is the first step in the marketing planning process?
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Conduct a situation analysis (p. 92)
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reasons why some marketing plans fail?
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Strategic planning is not integrated into a firm’s day-to-day activities. Those responsible for planning do not understand the planning process. No procedures are established to monitor and control the planning process. Financial projections are treated as marketing plans.
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Strategic marketing plans typically cover a period of one year and focus on specific activities that must be implemented by the firm to achieve its goals.
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False
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Which time series analysis technique is the simplest method for forecasting sales?
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trend extrapolation
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Which of the following is not considered a disadvantage of marketing planning
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Marketing planning does not help firms cope well with change. (p. 87)
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Quantitative sales forecasting techniques tend to be used when data is not readily available and rely on judgment or intuition
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True (p. 101)
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Increasing or maximizing market share is an example of a _____ objective
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sales customer (p. 96)
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Which of the following is NOT a characteristic of a good objective?
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Objectives should not be constrained to a specific time frame (p. 94)
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Marketing planning forces managers to carefully examine the firm’s operations
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True
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A position statement is created before a mission statement to describe a firm’s purpose to its external stakeholders
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False (p. 91)
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A study used to measure the same population over an extended period of time is referred to as a
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Longitudinal study (P. 118)
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Which of the following is NOT one of the basic criteria for a well-designed marketing information system?
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Information should only be gathered from outside the organization
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One of the advantages of collecting secondary data is _____.
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cost timeless
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The use of a marketing information system helps an organization to shorten the reaction time to changing market conditions
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true
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Test marketing is a common form of
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experimentation
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Marketing research is a broader and more encompassing term than marketing information systems.
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False (P. 110 and P. 112)
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The best survey method for complicated or complex questions would be
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Personal interview
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Within the components of a marketing information system, the statement “Nearly 20 percent of the population moves each year,” represents which component?
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Macroenvironment (p. 111)
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Measuring the relationship between price and quality for hospitality services would be an example of causal research
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True
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When considering marketing research ethics, the respondent, the researcher, and the client all have rights and obligations
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True
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The basic level of investigation in a research design is referred to as a
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Sample unit
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The survey method with the best response time would be
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Telephone
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When a closed-ended question is designed so that respondents will belong to at least one category, the available responses are said to be
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collectively exhaustive (p. 135)
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Which of the following types of information would not be important for a restaurant manager to assess?
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The characteristics of the current customers. The characteristics of potential new customers. The media habits of current customers and potential new customers. The profile of the consumers of all available media.
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The first step in the marketing research process is to
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Define the problem
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The best survey method for sensitive questions would be
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Direct mail
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One of the advantages of collecting primary data is _____
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specificity
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Sampling error increases at a diminishing rate as sample size increases.
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False (P. 123)
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Nonprobability samples cannot be representative of the population
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False (p. 123)
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A hospitality manager who measures consumer reaction to new menu items offered by the restaurant is obtaining which of the following
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Primary data

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