Question 1

Amanda needs to have her car repaired. When she visits the shop she is considering, she notices the AAA seal of approval in the front window. The shop is also clean and organized, and the mechanics are dressed in tidy uniforms. Amanda notes these as part of her assessment of which service quality dimension?

Accepted Answer

A)   assurance
B)   tangibility
C)   reliability
D)   responsiveness
E)   empathyF) C) and D)
G) A) and D)

Question 2

A nonprofit organization may pay taxes if

Accepted Answer

A)   excess revenues exceed 20 percent of the budget.
B)   the organization is not considered to be a religious institution.
C)   revenue is received from overseas subsidiaries.
D)   revenue-generating holdings are not directly related to the organization's core mission.
E)   money is spent on research and development, then it is taxed at a significantly lower rate.F) C) and D)
G) A) and E)

Question 3

Services provided by specialized professionals, such as medical diagnoses and legal services, have certain properties or characteristics that the consumer may find impossible to evaluate even after their purchase or consumption. These are ________ properties.

Accepted Answer

A)   customer contact
B)   credence
C)   capacity
D)   contract
E)   relationshipF) None of the above
G) A) and B)

Question 4

What is internal marketing? Why is it important in services marketing?

Accepted Answer

Internal marketing is based on the notio...

Question 5

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

Accepted Answer

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

Question 6

For Merrill Lynch, it is possible to minimize ________ by having its financial advisors compensated through commissions.

Accepted Answer

A)   shrinkage
B)   seasonal absenteeism
C)   economic recessions
D)   derived demand
E)   inventory carrying costsF) A) and E)
G) B) and D)

Question 7

The dimension of service quality called ________ is the ability to perform the promised service dependably and accurately.

Accepted Answer

A)   reliability
B)   assurance
C)   accuracy
D)   responsiveness
E)   empathyF) A) and D)
G) B) and D)

Question 8

What do an online travel agency, a limousine service, and a music streaming service have in common?

Accepted Answer

A)   They are all strictly tangible services.
B)   They are all people-based services.
C)   None of them has a problem with idle production capacity.
D)   They are all equipment-based services.
E)   They all require skilled operators.F) None of the above
G) A) and D)

Question 9

List and define the five dimensions of service quality described in the text.

Accepted Answer

According to Figure 12-6, the dimensions...

Question 10

Shawn had a craving for sushi so he searched Yelp for the name of a restaurant in his vicinity that serves this type of food. When he arrived at his destination, he was impressed with the menu posted outside the door and decided to go in. He was greeted with a smile by a hostess and then immediately seated at a well-appointed table where he was given a warm cloth for his hands. The food was beautifully presented, the rice was the perfect texture and temperature, and the fish was fresh and delicious. Halfway through the meal, he excused himself to go to the restroom. It was clean but the paper towel dispenser was empty. He returned to his table, finished his meal, and paid his check. The hostess said good-bye and asked him to return. The first point in his customer contact audit was

Accepted Answer

A)   searching Yelp.
B)   reading the menu on the door.
C)   being greeted by the hostess.
D)   being seated at his table.
E)   receiving his meal.F) A) and C)
G) C) and D)

Question 11

The appearance of the environment in which the service is delivered and where the firm and customer interact can influence the customer's ________ of the service.

Accepted Answer

A)   creation
B)   branding
C)   exploitation
D)   life cycle
E)   perceptionF) A) and E)
G) A) and B)

Question 12

Which of these statements regarding service branding is most accurate?

Accepted Answer

A)   Unlike products, services do not use subbranding.
B)   Service providers must include the word service in their brand names to assure that customers are not purchasing a tangible product.
C)   Service firms with a well-established brand reputation will find it easier to introduce new services than those without a brand reputation.
D)   Many consumers are suspicious of service providers that offer too many service line extensions.
E)   Many service organizations, such as banks, hotels, and restaurants, do not rely heavily on branding because of the extent to which they are people-, not equipment-based services.F) D) and E)
G) All of the above

Question 13

The dimension of service quality called ________ is willingness to help customers and provide prompt service.

Accepted Answer

A)   assurance
B)   reliability
C)   responsiveness
D)   empathy
E)   sympathyF) None of the above
G) A) and E)

Question 14

All of these comprise the seven Ps of services marketing except which?

Accepted Answer

A)   product
B)   process
C)   profitability
D)   people
E)   physical environmentF) A) and E)
G) B) and E)

Question 15

A version of a customer contact audit that includes all employee actions and acknowledges that services are designed to be "experiences" is referred to as

Accepted Answer

A)   a service continuum.
B)   gap analysis.
C)   a service blueprint.
D)   an experience economy.
E)   a service audit.F) A) and C)
G) A) and B)

Exam 12: Services Marketing

The dimension of service quality called ________ is willingness to help customers and provide prompt service.

Correct Answer
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Correct Answer
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All of these comprise the seven Ps of services marketing except which?

Correct Answer
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Which of these statements regarding service branding is most accurate?

Correct Answer
verified

The dimension of service quality called ________ is the ability to perform the promised service dependably and accurately.

Correct Answer
verified

What do an online travel agency, a limousine service, and a music streaming service have in common?

Correct Answer
verified

Services provided by specialized professionals, such as medical diagnoses and legal services, have certain properties or characteristics that the consumer may find impossible to evaluate even after their purchase or consumption. These are ________ properties.

Correct Answer
verified

Correct Answer
verified

What is internal marketing? Why is it important in services marketing?

Correct Answer
verified
Internal marketing is based on the notio...
View Answer

A nonprofit organization may pay taxes if

Correct Answer
verified

The appearance of the environment in which the service is delivered and where the firm and customer interact can influence the customer's ________ of the service.

Correct Answer
verified

For Merrill Lynch, it is possible to minimize ________ by having its financial advisors compensated through commissions.

Correct Answer
verified

A version of a customer contact audit that includes all employee actions and acknowledges that services are designed to be "experiences" is referred to as

Correct Answer
verified

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

Correct Answer
verified

List and define the five dimensions of service quality described in the text.

Correct Answer
verified
According to Figure 12-6, the dimensions...
View Answer

Exam 12: Services Marketing

The dimension of service quality called ________ is willingness to help customers and provide prompt service.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

All of these comprise the seven Ps of services marketing except which?

Correct AnswerverifiedShow Answer

Which of these statements regarding service branding is most accurate?

Correct AnswerverifiedShow Answer

The dimension of service quality called ________ is the ability to perform the promised service dependably and accurately.

Correct AnswerverifiedShow Answer

What do an online travel agency, a limousine service, and a music streaming service have in common?

Correct AnswerverifiedShow Answer

Services provided by specialized professionals, such as medical diagnoses and legal services, have certain properties or characteristics that the consumer may find impossible to evaluate even after their purchase or consumption. These are ________ properties.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

What is internal marketing? Why is it important in services marketing?

Correct AnswerverifiedInternal marketing is based on the notio...View AnswerShow Answer

A nonprofit organization may pay taxes if

Correct AnswerverifiedShow Answer

The appearance of the environment in which the service is delivered and where the firm and customer interact can influence the customer's ________ of the service.

Correct AnswerverifiedShow Answer

For Merrill Lynch, it is possible to minimize ________ by having its financial advisors compensated through commissions.

Correct AnswerverifiedShow Answer

A version of a customer contact audit that includes all employee actions and acknowledges that services are designed to be "experiences" is referred to as

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

List and define the five dimensions of service quality described in the text.

Correct AnswerverifiedAccording to Figure 12-6, the dimensions...View AnswerShow Answer

Correct Answer
verified

Correct Answer
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Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Internal marketing is based on the notio...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
According to Figure 12-6, the dimensions...
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