Question 1

less-expensive matinee movie pricing offered on shows prior to 4:00 PM is an example of

Accepted Answer

A)   price lining.
B)   price differentiation.
C)   off-peak pricing.
D)   bait-and-switch pricing.
E)   idle production pricing.F) D) and E)
G) A) and B)

Question 2

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

Accepted Answer

Internal marketing is based on the notio...

Question 3

buildings,landscaping,vehicles,furnishings,signage,brochures,and equipment comprise which of the seven Ps of services marketing?

Accepted Answer

A)   process
B)   place
C)   physical environment
D)   productivity
E)   productF) A) and B)
G) C) and E)

Question 4

customers buy services,they also consider nonmonetary costs,such as the __________ and __________ efforts required to consume the service.

Accepted Answer

A)   emotional; physical
B)   mental; physical
C)   psychological; intellectual
D)   physical; moral
E)   physical; ethicalF) B) and D)
G) A) and E)

Question 5

Which of the organizations listed below has the lowest inventory carrying cost?

Accepted Answer

A)   railroad
B)   hotel
C)   long-term care facility
D)   amusement park
E)   insurance companiesF) A) and C)
G) C) and D)

Question 6

production capacity refers to

Accepted Answer

A)   the minimum number of customers that a service provider can serve and still remain profitable.
B)   the maximum number of customers that a service provider must serve in order to remain profitable.
C)   the ability of a service provider to redirect its efforts so even when there is no primary demand, employees are still able to meet selective demand.
D)   a situation that occurs when a service provider is available but there is no demand for the service.
E)   a situation that occurs when the primary demand for a service exceeds that number of service deliverers available to meet that demand.F) B) and E)
G) All of the above

Question 7

Theresa Martinez relocated from the East to the Midwest,she needed to find a bank with offices in her new state.Several banks offered banking products (checking and savings accounts,loans,certificates of deposit) and other financial products (mutual funds,insurance) that were available from her former bank.After selecting U.S.Bank,Theresa later needed some help with her accounts and went to visit her personal banker.She was very impressed with the banker's attitude and willingness to explain certain items to her in terms she could understand.The service Theresa received from the U.S.Bank banker exhibited __________ properties.

Accepted Answer

A)   credence
B)   expertise
C)   experience
D)   search
E)   customer relationshipF) All of the above
G) B) and E)

Question 8

There are several ways of providing consumers authentic offerings: (1) __________; (2) provide personal interaction rather than automation; (3) create a social process that allows consumers to share their interests; and (4) manage any dimension of their reputation that might influence perceptions of authenticity.

Accepted Answer

A)   allow for adaptability at every customer contact point
B)   back up claims with scientific research, market research, or governmental documentation
C)   facilitate customer customization
D)   do thorough research at each stage of the new-service development process
E)   obtain personal endorsements from celebrity spokespeople and other opinion leadersF) D) and E)
G) A) and C)

Question 9

help consumers assess and compare services,marketers try to make them __________ or show the benefits of using the service.

Accepted Answer

A)   tangible
B)   intangible
C)   consistent
D)   timely
E)   measurableF) A) and B)
G) B) and E)

Question 10

Figure 12-3
-According to the service continuum shown in Figure 12-3 above,which of the offerings has an almost perfect balance of tangible and intangible attributes?

Accepted Answer

A)   tailored suit
B)   tutoring service
C)   dog food
D)   fast-food restaurant
E)   movie theaterF) A) and B)
G) D) and E)

Question 11

a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,__________,and promotional activities.

Accepted Answer

A)   how the organization delivers its service
B)   past experiences
C)   competitive trends
D)   the economy
E)   consumer incomeF) B) and D)
G) A) and E)

Question 12

Airline load factor refers to

Accepted Answer

A)   the percentage of paying customer seats flown one mile plus frequent flyer redemption seats flown one mile.
B)   the percentage of empty seats on a plane compared to its total capacity.
C)   the percentage of available seats flown one mile occupied by a paying customer.
D)   the percentage of seats that are overbooked on any given flight to prevent profit shortfalls for "no shows."
E)   the total of all paid seats plus all luggage overcharges and all purchased beverages, meals, and other amenities or additional services, per flight.F) B) and D)
G) B) and C) C

Question 13

tool available for services when trying to balance demand is __________.

Accepted Answer

A)   off-peak pricing
B)   product lay-away
C)   credit incentives
D)   container sales
E)   product rationingF) A) and E)
G) None of the above

Question 14

FedEx brand suggests the possibility that it is government sanctioned and fast.This perception is important because of which unique characteristic of services?

Accepted Answer

A)   inventory costs
B)   inseparability
C)   inconsistency
D)   invisibility
E)   intangibilityF) A) and C)
G) A) and D)

Question 15

Figure 12-5
-According to Figure 12-5 above,purchases labeled "B" would most likely be evaluated on __________ properties.

Accepted Answer

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

Question 16

White has just accepted a sales position with the ABC Health Maintenance Organization,a major provider of health care services.He had been selling medical supplies for some time and found that he understood how customers bought medical supplies.Which of the following is likely to be a characteristic of the health care services that Fred offers?

Accepted Answer

A)   Customers are engaged in a low involvement purchase process.
B)   The quality of services can be predetermined in a similar manner to tangible products.
C)   The buyer does not participate in the delivery of the service.
D)   A consumer may not have the ability to judge the quality of medical care service even after the service has been provided.
E)   The service provider should concentrate on the problem recognition stage of the purchase decision process in the marketing of health care services.F) A) and D)
G) C) and D)

Question 17

Intangible items such as airline trips,financial advice,or telephone calls that an organization provides to consumers are referred to as

Accepted Answer

A)   production goods.
B)   support products.
C)   services.
D)   goods.
E)   benefits.F) B) and E)
G) C) and D) C

Question 18

Intangible activities or benefits that an organization provides to satisfy consumers' need in exchange for money or something else of value are referred to as __________.

Accepted Answer

A)   virtual experiences
B)   intangible benefits
C)   intangible goods
D)   product concepts
E)   servicesF) All of the above
G) A) and B)

Question 19

Recently,many nonprofit organizations such as the American Red Cross

Accepted Answer

A)   were eager to use marketing practices.
B)   thought that marketing would limit the profitability of the nonprofit organization.
C)   could not afford marketing activities.
D)   thought that marketing activities would create excess demand.
E)   have increased their use of marketing practices.F) A) and E)
G) None of the above

Question 20

range of offerings from the tangible to the intangible or product-dominant to service-dominant is referred to as the

Accepted Answer

A)   product continuum.
B)   service continuum.
C)   tangibility line.
D)   inseparability span.
E)   customer contact audit.F) A) and D)
G) A) and E) B

Exam 12: Services Marketing

less-expensive matinee movie pricing offered on shows prior to 4:00 PM is an example of

Correct Answer
verified

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

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

buildings,landscaping,vehicles,furnishings,signage,brochures,and equipment comprise which of the seven Ps of services marketing?

Correct Answer
verified

customers buy services,they also consider nonmonetary costs,such as the and efforts required to consume the service.

Correct Answer
verified

Which of the organizations listed below has the lowest inventory carrying cost?

Correct Answer
verified

production capacity refers to

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

help consumers assess and compare services,marketers try to make them __________ or show the benefits of using the service.

Correct Answer
verified

Figure 12-3 -According to the service continuum shown in Figure 12-3 above,which of the offerings has an almost perfect balance of tangible and intangible attributes?

Correct Answer
verified

a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,__________,and promotional activities.

Correct Answer
verified

Airline load factor refers to

Correct Answer
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C

tool available for services when trying to balance demand is __________.

Correct Answer
verified

FedEx brand suggests the possibility that it is government sanctioned and fast.This perception is important because of which unique characteristic of services?

Correct Answer
verified

Figure 12-5 -According to Figure 12-5 above,purchases labeled "B" would most likely be evaluated on __________ properties.

Correct Answer
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Correct Answer
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Intangible items such as airline trips,financial advice,or telephone calls that an organization provides to consumers are referred to as

Correct Answer
verified
C

Intangible activities or benefits that an organization provides to satisfy consumers' need in exchange for money or something else of value are referred to as __________.

Correct Answer
verified

Recently,many nonprofit organizations such as the American Red Cross

Correct Answer
verified

range of offerings from the tangible to the intangible or product-dominant to service-dominant is referred to as the

Correct Answer
verified
B

Exam 12: Services Marketing

less-expensive matinee movie pricing offered on shows prior to 4:00 PM is an example of

Correct AnswerverifiedShow Answer

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

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

buildings,landscaping,vehicles,furnishings,signage,brochures,and equipment comprise which of the seven Ps of services marketing?

Correct AnswerverifiedShow Answer

customers buy services,they also consider nonmonetary costs,such as the __________ and __________ efforts required to consume the service.

Correct AnswerverifiedShow Answer

Which of the organizations listed below has the lowest inventory carrying cost?

Correct AnswerverifiedShow Answer

production capacity refers to

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

help consumers assess and compare services,marketers try to make them __________ or show the benefits of using the service.

Correct AnswerverifiedShow Answer

Figure 12-3 -According to the service continuum shown in Figure 12-3 above,which of the offerings has an almost perfect balance of tangible and intangible attributes?

Correct AnswerverifiedShow Answer

a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,__________,and promotional activities.

Correct AnswerverifiedShow Answer

Airline load factor refers to

Correct AnswerverifiedC

tool available for services when trying to balance demand is __________.

Correct AnswerverifiedShow Answer

FedEx brand suggests the possibility that it is government sanctioned and fast.This perception is important because of which unique characteristic of services?

Correct AnswerverifiedShow Answer

Figure 12-5 -According to Figure 12-5 above,purchases labeled "B" would most likely be evaluated on __________ properties.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Intangible items such as airline trips,financial advice,or telephone calls that an organization provides to consumers are referred to as

Correct AnswerverifiedC

Intangible activities or benefits that an organization provides to satisfy consumers' need in exchange for money or something else of value are referred to as __________.

Correct AnswerverifiedShow Answer

Recently,many nonprofit organizations such as the American Red Cross

Correct AnswerverifiedShow Answer

range of offerings from the tangible to the intangible or product-dominant to service-dominant is referred to as the

Correct AnswerverifiedB

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

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customers buy services,they also consider nonmonetary costs,such as the and efforts required to consume the service.

Correct Answer
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Correct Answer
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Correct Answer
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C

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C

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B