question

Services are usually provided through the application of _______ directed at people or objects.

answer

human or mechanical efforts

question

In general, differences between goods and services are determined by the

answer

degree of tangibility

question

Any human or mechanical effort that adds value to a product is called

answer

customer service

question

Which of the following is not a service product?

answer

A 100 percent service satisfaction guarantee

question

Service industries account for ____ of the gross domestic product of most developed nations.

answer

nearly three-quarters

question

Which of the following countries was the world's first service economy?

answer

United States

question

Which of the following products associated with weddings is most likely to be considered a service?

answer

String quartet music

question

Which of the following factors have contributed the least to the growth of services in the U.S. economy?

answer

Increased number of high-tech goods

question

The growth of business services is largely attributed to

answer

increases in the complexity and competitiveness of business environments

question

Which of the following is most likely to be considered a business service?

answer

consulting

question

According to your text, one perspective from which to view services is as a ______ targeted at a(n) ________.

answer

performance; audience

question

Services have six basic characteristics: intangibility, inseparability of production and consumption, perishability, client-based relationships, customer contact, and

answer

heterogeneity

question

The intangibility aspect of a service means that

answer

consumers may have a problem evaluating service offerings

question

The continuum of tangibility goes from _____ on one end to _____ on the other end.

answer

service-dominant products; good-dominant products

question

Which of the following services falls closest to the middle of the tangibility continuum?

answer

Dinner at the Olive Garden

question

Because practically all marketers provide some services, ___________ typically do not exist in today's business environment.

answer

pure goods

question

Hair stylists find it challenging to market their service because the customer must be involved in production (i.e., the haircut). This illustrates which of the following unique features of services?

answer

inseparability

question

Personal trainers cannot complete their work without their clients present because of the _______ feature of services.

answer

inseparability

question

Jason Robinson, a dentist, finds that he is not bringing in enough revenue to cover his expenses. He would like to schedule more patients, but he finds that in almost every time slot, he is seeing an existing patient. Jim's difficulty in expanding his practice involves the aspect of service called

answer

inseparability

question

All of the following are elements of the inseparability characteristic of services except that

answer

services are easy to standardize and control.

question

The fact the services cannot be inventoried and then sold at a later date is called

answer

perishability

question

Kathy Adkins, owner of Adkins Styling Salon, looks at the day's appointment schedule and notices that it is completely full. She wishes some of the empty slots from earlier in the week were available on this Saturday afternoon. Her thoughts deal with the ___________ characteristic of services.

answer

perishability

question

Marketers of services must deal with the challenges of balancing supply and demand and planning for peak and off-peak times. What characteristic of services creates these challenges?

answer

perishability

question

Lauren is a concert promoter who works for pop star Justin Timberlake. She works very hard to make sure most of Justin's concerts are sold out because she understands the concept of perishability, which means

answer

that if the tickets are not sold, seats will remain empty and they can never be sold to anyone again

question

The more __________ involved with delivering a service, the greater the degree of heterogeneity

answer

human labor

question

Because of a service's ___________, standardization and quality are difficult to control.

answer

heterogeneity

question

The fact that the first massage Gretchen gives each day is better than the last massage demonstrates the ______ of services.

answer

heterogeneity

question

The owner of the Lords and Ladies hair salon has difficulty in standardizing and controlling the quality of service that the customers in his salon receive. This problem illustrates which of the following unique features of service?

answer

heterogeneity

question

What should marketers do to promote the consistency and reliability of their services most effectively?

answer

Train employees and develop standard procedures for dealing with customers

question

H&R Block, a major tax preparation firm, reported having a problem with its employees being inconsistent in the filing of returns. The firm is experiencing a problem with which of the following characteristics of the service offering?

answer

heterogeneity

question

Machinery such as ATMs and online customer services can reduce the ______ that comes from increased contact with human employees.

answer

heterogeneity

question

Maria asks Glenda what housecleaning service she would recommend in Oakview. Glenda responds that Pristine Cleaning is great if you can be assured that Janice will be the person assigned to your house. Glenda's recommendation addresses which of the following service features?

answer

heterogeneity

question

Many services base their success on building a group of satisfied customers who use their services on a regular basis over long periods of time. This critical component of success is referred to as

answer

client-based relationships

question

The main characteristic of a ___________ is that customers are satisfied to the point that they use a service repeatedly over a period of time.

answer

client-based relationship

question

Client-based relationships are least likely to be developed by

answer

towing services

question

Which of the following service providers would typically call their customers "clients"?

answer

Lawyers

question

Client-based relationships are most likely to be developed by

answer

doctors

question

When service companies change high-contact services into low-contact services, the

answer

service becomes less personalized

question

The necessary interaction between service provider and customer that allows a service to be delivered is called

answer

customer contact

question

Which of the following is a low-contact service?

answer

Website design

question

The level of interaction necessary between a customer and service provider in order to complete a service is called

answer

customer contact

question

Which of the following is the best example of a high-contact service?

answer

Plastic surgery

question

Which of the following statements about customer contact in services marketing is false?

answer

High-contact services are less expensive to deliver because they are typically equipment-based

question

If Best Western bundles its rooms with services such as free local phone calls, cable television, wireless Internet access, and complimentary breakfast, these services are known as ___________ services.

answer

supplementary

question

A service is usually offered as part of a bundled package of services with a core service and one or more ________ services.

answer

supplementary

question

A first class airline ticket offers a ____ service of transportation as well as _______ services of drink and food service, special boarding rights, and extra customer service.

answer

core; supplementary

question

Which of the following service characteristics results in variability of service quality yet provides the opportunity for customizing services to match the specific needs of individual customers?

answer

heterogeneity

question

The heterogeneity characteristic of services provides marketers with tremendous opportunity to

answer

customize their services to meet unique individual needs.

question

Service marketers make promises to customers, suggesting that the customer place some degree of trust in the service provider. In this way, service marketers are trying to address the challenge of the service characteristic of

answer

intangibility

question

Brittany recently moved to a new city and is trying to find a new mechanic to do maintenance and repair on her car. She visits several places to judge their overall appearance, cleanliness, and organization and finally chooses a mechanic. Brittany was trying to overcome the ______ aspect of services.

answer

intangibility

question

Clean, sharp looking employees with appropriate uniforms help assure customers about service quality and therefore address the _____ of services.

answer

intangibility

question

If a nonsmoker dines in a restaurant without a no-smoking section, then the overall quality of service experienced by the nonsmoking customer probably declines. This is an example of which of the following service characteristics?

answer

inseparability

question

In an attempt to attract customers, service marketers often promise great results and satisfaction to customers, but marketers should be careful not to

answer

promise too much and cause customer expectations beyond what they can deliver

question

A sign in a doctor's office waiting room says "Please be courteous of the others waiting with you." The doctor's office is trying to positively influence the _______ aspect of services.

answer

inseparability

question

Prudential Insurance uses "the rock" symbol to communicate stability and security to customers. This is Prudential's attempt to help customers better understand its services by

answer

emphasizing tangible cues in promoting the service

question

What are the three primary ways that marketers deliver services?

answer

Service facilities, customer's home, or from a distance

question

The marketing channels for services are usually

answer

direct from provider to customer

question

Using appointments or reservations for scheduling delivery of services is an attempt to address the ___________ characteristic of services.

answer

perishability

question

By installing ATMs, banks have increased production capacity and reduced the number of personnel. This results in a decrease in

answer

customer contact

question

Compared to goods marketers, services providers are more likely to promote performance documentation, availability, guarantees, and

answer

price

question

Symbols such as the Travellers' Financial Services umbrella are designed to help customers overcome the ________ of services.

answer

intangibility

question

Transamerica's pyramid-shaped building in San Francisco is used to symbolize strength, security, and reliability. This type of promotion is designed to address the ___________ characteristic of services.

answer

intangibility

question

Just Relax Massage Therapists have a large customer base although they do very little advertising. Their promotion strategy relies mostly on

answer

word of mouth

question

Production and consumption of services must simultaneously occur due to the _____ characteristic of services.

answer

heterogeneity

question

An American West Airlines flight from Dallas to Houston was full, and the tickets were more expensive than the almost-empty American West flight from Chicago to Phoenix. This is an example of what kind of service pricing?

answer

Demand-based

question

Piano teachers, tutors, attorneys, and consultants are most likely to price their services based on

answer

time

question

Demand-based pricing most closely relates to the _____ of services.

answer

perishability

question

Service activities are time-dependent, meaning that the service must be provided at a point in time when customers want to use it. This point in time is also known as

answer

peak demand

question

Many cellular phone plans contain a certain number of anytime minutes and then either significantly more or even unlimited night and weekend minutes. This is an example of

answer

demand-based pricing

question

When a theater entices customers to see movies during the daytime by offering tickets at a reduced price, it is trying to solve the services marketing problem of

answer

off-peak demand

question

Any service provider that offers time-sensitive services receives most of its revenue during

answer

peak demand

question

Which of the following service providers are most likely to use demand-based pricing?

answer

Cruise ships

question

Which of the following service providers are most likely to bundle-price their services?

answer

Cable television companies

question

Safe Auto Insurance advertises "minimum coverage for minimum budgets" for its automobile insurance. Which of the following best describes Safe Auto's approach?

answer

For some services, customers look for the low-cost provider, which is what Safe claims to be.

question

American Life uses leather-look portfolios and high-quality paper and printing for its life insurance policies in order to indicate

answer

the quality of its services.

question

Who judges service quality?

answer

Customers

question

Consumers look closely at service quality when comparing competing services because

answer

services are very difficult to evaluate.

question

Tina, a waitress at the Riverfront Grill, is angry that a customer complained that his soup was cold because of her slow service. Riverfront owner Max Griffin reminds her that she must focus on service quality as defined by

answer

the customer's perceptions

question

Tara finds evaluating a new pair of jeans much easier than evaluating tennis lessons because she can try on the jeans to see exactly how they feel and fit. In other words, the jeans have many _____ qualities.

answer

search

question

As Stan and Anna Walicki meet with the account representative at Landmark Bank, they are shown a sample of what their monthly statement will look like. Providing such sample documents allows Landmark to add tangibility to which of the following service qualities?

answer

search

question

Services have three evaluation attributes: search qualities, experience qualities, and ___________ qualities.

answer

credence

question

Many services have aspects that consumers may never be able to evaluate, even years after the purchase and consumption of the service. These attributes are called

answer

credence

question

Dentists find it difficult to attract customers because many customers cannot distinguish whether or not the product offered is beneficial. This aspect of the dentist's product is called ___________ quality.

answer

credence

question

A small private college in Tennessee paid a large sum of money to a marketing firm to study the college's current marketing strategy and help develop new strategies for attracting students. The college is having a difficult time evaluating the effectiveness of the marketing firm's work because this type of service has many

answer

credence qualities

question

There are five elements that affect customers' perceptions of service quality. They are reliability, appearance of the tangibles, responsiveness, assurance, and

answer

employee empathy

question

Attributes which are assessed only during the consumption of a service are called

answer

tangibles

question

Although it has a strong customer base, Sato Japanese Restaurant rarely attracts customers by methods other than word-of-mouth communication. The manager believes this can be explained by the restaurant's location in a rough area in the city and its run-down appearance. In other words, potential customers are most concerned about

answer

tangibles

question

The willingness and readiness of employees to meet the needs of the customer while providing the service is an important dimension of service quality called

answer

responsiveness

question

Surveys, focus groups, and customer comment cards are all methods used by service companies to

answer

understand customer needs and expectations

question

Jack and Amy Douglas are purchasing their first home and have certain expectations for the mortgage company with which they are working. After a long series of "unexplainable" delays, Jack and Amy become very frustrated and decide to stay in their apartment at least another year. The mortgage company failed to provide service within Jack and Amy's

answer

zone of tolerance

question

The two levels of expectations that consumers generally have about services are

answer

acceptable and desired

question

In service marketing, the most important link to the customer is

answer

well-trained contact employees

question

In most service industries, customer-contact employees are

answer

the lowest-paid and least-trained employees

question

American Airlines runs a series of television commercials that show its personnel going out of their way to help customers. In addition to consumers, an important secondary audience for these ads is (are)

answer

American Airlines employees

question

Offering pet owners who recommend Prize Pet Grooming to a friend $10 off their next grooming bill is a program designed primarily to

answer

encourage word-of-mouth communication

question

Janet sets up her new interior decorating business and advertises her expertise in high-quality draperies and other window treatments. One of her first customers is extremely dissatisfied with Janet's work, so Janet redoes the job at her own expense because she knows how powerful _____ is (are) for services and wants to stay in business.

answer

word-of-mouth communication

question

___________ marketing includes activities conducted by individuals and organizations to achieve some goal other than ordinary business goals such as profit

answer

Nonprofit

question

Which of the following issues is least important in nonprofit marketing?

answer

Profits

question

Which of the following best defines nonprofit marketing?

answer

Activities conducted by individuals and organizations to achieve some goal other than ordinary business goals such as profit or return on investment

question

An important difference between for-profit and nonprofit marketing is that

answer

the goals of the nonprofit organization differ from the goals of the for-profit organization.

question

Which of the following is similar for both for-profit and nonprofit marketing?

answer

Ability to use effective marketing activities

question

Select the true statement about nonprofit marketing.

answer

Major nonprofit marketers in the United States are social causes and charitable organizations.

question

Children with muscular dystrophy who receive treatments developed through research programs funded by MDA represent ___________ for this charitable organization.

answer

target publics

question

Select the true statement regarding nonprofit marketing.

answer

Segmentation techniques used to identify target markets in for-profit businesses are also applicable to reaching nonprofit target markets.

question

In nonprofit organizations,

answer

the direct consumers of the product are the client public.

question

A university's student body would be considered its ___________ public, and parents, alumni, and trustees would be included as its ___________ public.

answer

client; general

question

According to the text, the direct consumers of a nonprofit organization's ideas or services are called its _________ public.

answer

client

question

Which is the most typical distribution channel used in nonprofit organizations?

answer

Nonprofit organization, client

question

Distribution for nonprofit organizations is

answer

typically characterized by short channels

question

___________ is the value of the benefit that is given up by selecting one alternative rather than another.

answer

Opportunity cost

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