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Exam 12: Managing Services

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Question 41

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Place or distribution is extremely important to the managing services because of which unique characteristic of services?

A) inventory costs
B) inconsistency
C) inseparability
D) intangibility

E) A) and B)
F) A) and C)

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Question 42

Multiple Choice

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Each of the following is an example of how services to consumers are adding dimensions of authenticity EXCEPT:

A) Nike's customization service, NIKEiD.com, allows customers to design shoes according to their exact preferences.
B) Progressive Insurance sends "Immediate Response Vehicles" to the site of an accident so that an adjuster can handle emergencies.
C) An increase in automated bank machines (ABMs) , kiosks, and credit card readers.
D) Retailers providing dressing rooms large enough for friends and electronic mirrors that allow texting anyone whose opinion might be neede

E) None of the above
F) A) and B)

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Question 43

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What are the four unique elements of services? How would they apply to a discount brokerage service?

The Toronto Maple Leafs hockey team may look like potential Stanley Cup winners on a particular day but lose by ten goals the next day.This illustrates the _______ nature of services.

The two basic components of a customer's evaluation of services are:

Mobile diagnostic services for health concerns is an example of a __________ element of technological advancement,as it also saves consumer's _______,which will become more valuable in the future.

The use of brand names is especially important for services because of which unique characteristic of services?

Which of the following is a point in the customer contact audit for a health club?

What is a Customer Contact Audit? Illustrate an example.

Activities provided by Deloitte Consulting,PwC,Bain & Co,and McKinsey would most likely be classified as:

According to the text,when designing the product element of the marketing mix for services,marketing managers should give special attention to:

The time as well as the mental and physical efforts required to consume the service are examples of:

Your good friend,Kevin,recommends you use his tax auditor,Ed,to file your taxes for the upcoming year.Kevin has used Ed for the last five years and always found his pricing and delivery of services excellent.This concept is best described by which of the following words?

Which of the following statements about services is true?

Many service businesses use off-peak pricing,which consists of charging different prices during different times of the day or days of the week to reflect:

Organizations attempt to reduce the inconsistency in the delivery of services through:

A new homebuilder has developed a '21 Point Touchpoint Map' for interested homebuyers.The points range from when the homebuyer makes an initial inquiry all the way to signing the closing agreement.The homebuilder has found that when consumers make it past the first 15 points,they have a 90 percent closing rate.This Map,is an example of a(n) :

Which component of the promotional mix is particularly important for professional service firms?

Services performed by plastic surgeons or lawyers are primarily evaluated on _____ properties.

When Theresa Martinez relocated from British Columbia to Ontario,she needed to find a bank with offices in her new province.Several banks offered the banking products (checking and savings accounts,loans,certificates of deposit) and financial products (mutual funds,insurance) available from her former bank,and she selected The Royal Bank.Later Theresa was impressed by the availability and willingness of people (tellers,personal bankers) to help her when she had questions.In this case,The Royal Bank affected Theresa's evaluation of the purchase through its: