Question 1

Firms that primarily sell products view service as a method to maintain a sustainable competitive advantage

Accepted Answer

True

Question 2

The marketing of services differs from the marketing of products because services are tangible and separable from the service provider

Accepted Answer

False

Question 3

Many services marketers use training and standardization to reduce service perishability

Accepted Answer

False

Question 4

The Gaps model allows systematic examination of all aspects of the product creation process

Accepted Answer

False

Question 5

A delivery gap is the difference between a firm\'s service standards and the actual service it provides to customers

Accepted Answer

True

Question 6

One use of marketing research is to provide an effective means to understand consumers service expectations and their perceptions of service quality

Accepted Answer

True

Question 7

When Buffalo Bank required all customers to use its online banking services, over 20 percent of their customers closed their accounts. In this scenario, Buffalo Bank\'s service fell outside the customers zone of tolerance

Accepted Answer

True

Question 8

In training service providers, service quality goals should be general to allow for the various needs of consumers

Accepted Answer

False

Question 9

The knowledge gap is where the rubber meets the road, where the customer directly interacts with the service provider

Accepted Answer

False

Question 10

In marketing services, empowerment means allowing employees to make decisions about how service is provided to customers

Accepted Answer

True

Question 11

The communications gap can be reduced by managing customer expectations

Accepted Answer

True

Question 12

Procedural fairness pertains to a customer\'s perception of the benefits received compared to the costs of the inconvenience or loss

Accepted Answer

False

Question 13

All products and services are intangible

Accepted Answer

False

Question 14

The building blocks of service quality are reliability, responsiveness, assurance, empathy, and tangibles

Accepted Answer

True

Question 15

The zone of tolerance refers to the area between customers expectations regarding their desired service and the minimum level of acceptable service

Accepted Answer

True

Question 16

Listening to the customer is the first step in service recovery

Accepted Answer

True

Question 17

Hilton Hotels trains its front desk employees to dress neatly and conservatively to project a professional image. This relates to the service dimension of tangibles

Accepted Answer

True

Question 18

Latosha was employee of the month at Jersey Mike\'s Subs, primarily because she provided excellent customer service by serving food quickly. This relates to the reliability service dimension

Accepted Answer

False

Question 19

When managers understand what their service providers are facing on a day-to-day basis by directly observing them and talking to customers it is called \"management by walking around\"

Accepted Answer

True

Question 20

A delivery gap always results in a service failure

Accepted Answer

True

Question 21

Sometimes all that needs to be done to satisfy a customer complaint is to listen to a customer

Accepted Answer

True

Question 22

A service is any intangible offering that involves a deed, performance or effort that

Accepted Answer

cannot be physically possessed

Question 23

By providing good customer service, firms______ their products or services

Accepted Answer

add value to

Question 24

Along the service-product continuum, which of the following would be considered the most service dominant?

Accepted Answer

doctor

Question 25

Along the service product continuum, which of the following would be considered the most product dominant?

Accepted Answer

grocery store

Question 26

Many product-dominant firms use quality service

Accepted Answer

to maintain a sustainable competitive advantage

Question 27

In countries like the United States, services

Accepted Answer

account for an increasing share of jobs

Question 28

Food preparation, lawn maintenance, and house cleaning services are all examples of

Accepted Answer

household maintenance, activities that people increasingly pay others to perform

Question 29

Medical services, assisted living care, and active senior travel are all examples of

Accepted Answer

services an aging population will increase their demand for

Question 30

The marketing of services differs from product marketing because services are all of these except

Accepted Answer

renewable

Question 31

When marketers say that services are_______ they are referring to the fact that services cannot be touched, tasted, or seen, like a pure product can

Accepted Answer

intangible

Question 32

Because services are _______, it is often difficult for marketers to convey the benefits to consumers

Accepted Answer

intangible

Question 33

For many professionals offering intangible services. , an ethical marketing dilemma exists. The dilemma centers on

Accepted Answer

how to gain clients while retaining an image of professionalism and integrity

Question 34

When marketers state that services are ________ they are referring to the fact that services are produced and consumed at the same time

Accepted Answer

inseparable

Question 35

The owners of hotels whose services are produced and consumed at the same time know that consumers do not have the opportunity to try out their services before purchasing. Many hotels use _________ to overcome the problem of inseparability of services

Accepted Answer

satisfaction guarantees

Question 36

Sean moved to take a new job, and when he got sick he needed to find a doctor. He discovered during the visit that he didn\'t like that one he had chosen, and he knew he\'d never go back to that doctor. From a marketing perspective this situation highlights

Accepted Answer

insperability

Question 37

Martha had several unpleasant experiences trying to find the merchandise she needed at a large lumber hardware store...

Accepted Answer

variability

Question 38

When marketers state that services are _____, they are referring to the fact that services are not always the same quality from one time period to another or from one service provider to another

Accepted Answer

heterogeneous

Question 39

The old restaurant saying, \"You are only as good as the last meal served\" reflects the fact that services are

Accepted Answer

variable

Question 40

Marketers can take advantage of the variable nature of services by

Accepted Answer

customizing services to meet customers\' needs

Question 41

One approach marketers are using to reduce service ______ is to replace people with machines whenever appropriate

Accepted Answer

variability

Question 42

David\'s marketing research returned finding customers were staying away from his books store. David is likely suffering from a_____ gap

Accepted Answer

knowledge

Question 43

The customers at Marielle\'s coffee shop want to gran a quick cup of coffee before the train to the city. Marielle\'s shop is suffering from a

Accepted Answer

delivery gap

Question 44

When there is a significant difference between the services customers receive and the services the firm promotes, the firm has a

Accepted Answer

communications gap

Question 45

When marketers state that services are _____ they are referring to the fact that services cannot be stored for use in the future

Accepted Answer

perishable

Question 46

Because services like airline flights and hotel beds are ______, many marketers attempt to match demand with supply using pricing strategies

Accepted Answer

perishable

Question 47

Yolanda manages a best sleep inn along an interstate highway. She knows from experience that five to ten last minute customers...

Accepted Answer

perishable

Question 48

Because services like cruises and car rentals are perishable many marketers use

Accepted Answer

pricing strategies to match supply with demand

Question 49

The Gaps model is designed to highlight those areas where

Accepted Answer

customers believe they are getting less or poorer services than they should

Question 50

Wen the delivery of a service fails to meet customer expectations, a _____ gap exists

Accepted Answer

service

Question 51

A _____ gap reflects the difference between a customers\' expectations and the firms\' perception of those customer expectations

Accepted Answer

knowledge

Question 52

Firms can close the ____ gap by matching customer expectations with actual service through the use of marketing metrics

Accepted Answer

knowledge

Question 53

A __________ gap is the difference between a firm\'s service standards and the service it provides to customers

Accepted Answer

delivery

Question 54

A ____ gap can be closed by getting employees to meet or exceed service expectations

Accepted Answer

delivery

Question 55

If there is a difference between the firm\'s perceptions of customers\' expectations and the service standards the firm has set, a ____ gap exists

Accepted Answer

standards

Question 56

By setting appropriate service standards and measuring service performance, firms can attempt to close a ____ gap

Accepted Answer

standards

Question 57

If there is a difference between the actual service provided to customers and the service the firm has promoted, a ___ gap exists

Accepted Answer

communication

Question 58

Firms can close a ____ gap by being more realistic about the services they can provide and managing customer expectations

Accepted Answer

communications

Question 59

For years, the Mogul Sheraton, a four-star hotel overlooking the Taj Mahal in India, offered free elephant and camel rides to hotel visitor. Few customers took advantage of this service. This is an example of a _____ gap is services marketing`

Accepted Answer

knowledge

Question 60

Jackson manages an upscale french restaurant in Washington D.C.

Accepted Answer

knowledge

Question 61

To meet or exceed customers expectations, marketers must

Accepted Answer

determine what those expectations are

Question 62

Colin has been directed by his boss to determine whether their company is meeting customers\' service quality expectations. One of Colins problems is that services are _____, making evaluation of services difficult

Accepted Answer

intangible

Question 63

Which of the following is not one of the five dimensions used by consumers to determine overall service quality

Accepted Answer

acceptibility

Question 64

Cheryl will only let Martine cut her hair...

Accepted Answer

reliability

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