Question 1

List and explain the key elements of future services.

Accepted Answer

The three key elements of future services include technological development, improved understanding of service delivery and consumption, and the social imperative for sustainability. Technological advances are rapidly changing the services industry. The introduction of the 5G broadband network, for example, is quickly improving mobile communications, facilitating the viability of autonomous vehicles, and increasing the effectiveness of the Internet of Things. Similarly, advances in artificial intelligence are making customer service centers more efficient by giving agents more time to focus on high-level service requests. New technologies are also creating new services such as Google Interpreter, which can provide real-time translation in more than 27 languages, and Valeo Voyage, which allows someone to be a virtual passenger in your car. ' Finally, a growing interest in sustainability and "green" businesses is also changing the services industry. This trend began when consumers became aware of the environmental impact of many products. It now has expanded to include their assessment of services.

Question 2

The customer experience with a service should be managed to ensure it

Accepted Answer

A)   allows for spontaneity and not be too rigid or planned.
B)   will be unique to each individual customer's experience.
C)   stresses the similarities in style, function, and form of the organization's service relative to the top competitors in the industry.
D)   differentiates a service from other service offerings.
E)   will be independently judged by someone outside the firm to guarantee objectivity.F) A) and C)
G) B) and C)

Question 3

The key technological elements of future services include mobile communications and

Accepted Answer

A)   customization.
B)   globalization.
C)   convenience.
D)   political instability.
E)   autonomous vehicles.F) A) and B)
G) None of the above

Question 4

The emergency room staff in Houston's largest hospital was pleasantly surprised when a four-day Fourth of July weekend brought in few accident victims for treatment. They know from experience that such public holidays usually have high rates of accidents. For the hospital's business office, the lower demand for the emergency room services means

Accepted Answer

A)   a break in the service continuum.
B)   its services are no longer tangible.
C)   its services can be separated from the staff.
D)   the hospital has idle production capacity.
E)   an opportunity for gap analysis.F) B) and E)
G) A) and B)

Question 5

Alana operates a wedding preparation service that helps brides-to-be in the planning of their weddings. To maintain a quality image and a standardized offering, Alana provides extensive training for each of her employees. What unique aspect of services is Alana trying to address?

Accepted Answer

A)   impressionability
B)   intangibility
C)   inconsistency
D)   inseparability
E)   uniqueness of the serviceF) B) and E)
G) A) and C)

Question 6

Lucia's is an eatery famous for its fine steaks, spicy chili, and outstanding customer service. To maintain the restaurant's reputation for putting its customers first, the marketing manager at Lucia's has developed marketing activities that are directed at its waiters and waitresses. These activities are an example of

Accepted Answer

A)   internal marketing.
B)   persuasive marketing.
C)   service marketing.
D)   stakeholder marketing.
E)   employee marketing.F) C) and D)
G) A) and C) A

Question 7

Evan works for the Geek Squad, mostly on PC and laptop repair. He has noticed that most consumers ask for references from happy customers and don't know much about computers themselves. Which of these is most likely to be a characteristic of the repair services that Evan performs?

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)   A consumer may not have the ability to judge the quality of the repair service even after it has been provided.
D)   The buyer does not participate in the delivery of the service.
E)   The service provider should concentrate on the problem recognition stage of the purchase decision process in the marketing of computer services.F) C) and D)
G) A) and C)

Question 8

What type of organization is the U.S. Forest Service, which manages our national park system?

Accepted Answer

A)   It is a privately owned firm.
B)   It is a government-sponsored service.
C)   It is a good-dominate organization on the service continuum.
D)   It is an organization that does not experience idle production capacity.
E)   Capacity management is not an issue for this organization.F) C) and D)
G) B) and D)

Question 9

What is the difference between intangibility and inseparability of services?

Accepted Answer

Intangibility refers to the fact that se...

Question 10

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

Accepted Answer

A)   services.
B)   goods.
C)   products.
D)   marketing mix.
E)   ideas.F) B) and C)
G) A) and E)

Question 11

What do the U.S. Coasts Guard, the Connecticut Department of Social Services, and the Phoenix Fire Department have in common?

Accepted Answer

A)   They are all privately owned companies.
B)   None fit on the service continuum.
C)   They never experience idle production capacity.
D)   Capacity management is not an issue for these organizations.
E)   They are all government-sponsored services.F) None of the above
G) A) and D)

Question 12

The relationships between internal marketing, internal service quality, employee productivity, and firm profitability is referred to as

Accepted Answer

A)   services blueprinting.
B)   employee marketing.
C)   the service-profit chain.
D)   relationship marketing.
E)   gap analysis.F) B) and D)
G) C) and E)

Question 13

Which of the following statements about service failures is most accurate?

Accepted Answer

A)   Only 5 to 10 percent of dissatisfied customers choose to complain to the company.
B)   Once customers complain, they expect all of their demands to be met.
C)   Only 20 percent of consumers will give a company a second chance if they are not fully satisfied during the first encounter.
D)   People are twice as likely to share good service experiences as bad experiences.
E)   Monitoring social media websites causes unwarranted action since complaints are usually isolated instances and are not indicative of the actual service delivered.F) None of the above
G) C) and E)

Question 14

Which of these influences a consumer's expectations for a service not yet experienced?

Accepted Answer

A)   the economy
B)   consumer income
C)   word-of-mouth communications
D)   competitive trends
E)   how the organization delivers its serviceF) B) and E)
G) A) and D)

Question 15

Customers will often judge the ________ of the service experience based on the performance of the people providing the service.

Accepted Answer

A)   price
B)   productivity
C)   process
D)   quality
E)   physical environmentF) A) and B)
G) None of the above

Question 16

An American Airlines ad shows the airline's wider seats, noise-reducing headphones, and sleeping amenities to overcome the ________ of its service.

Accepted Answer

A)   incongruity
B)   inconsistency
C)   inventory costs
D)   inseparability
E)   intangibilityF) A) and E)
G) None of the above E

Question 17

Which of the following statements about services is most accurate?

Accepted Answer

A)   Whether tangible or intangible, the marketing of services is exactly the same as the marketing of products or ideas since they both satisfy customer needs.
B)   Although a major contributor to GDP nationally, services play only a minor role in GDP on a global scale.
C)   Exports of services is one of the few areas in which the United States has a trade surplus.
D)   Very few jobs in the United States are in the services sector.
E)   Services are making up a declining percentage of the national GDP.F) None of the above
G) A) and E)

Question 18

Assuming the following information in a capacity management report from a well-known carrier in the airline industry will not change in the near future, what actions would you recommend that the carrier take? The yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents.

Accepted Answer

A)   Proceed as in the past; the carrier is clearly profitable.
B)   Use advertising to let consumers know how the carrier currently meets their needs.
C)   Change the flight schedules to accommodate travelers' needs and advertise these changes.
D)   Keep the flight schedule as it is and reduce the price per flight.
E)   There is not enough information in the marketing dashboard to suggest an action to take.F) C) and D)
G) B) and E)

Question 19

Figure 12-6
-According to Figure 12-6 above, Box D represents which dimension of service quality?

Accepted Answer

A)   reliability
B)   empathy
C)   assurance
D)   tangibility (tangibles) 
E)   responsivenessF) A) and C)
G) B) and E)

Question 20

Equipment-based services, such as ATMs, online brokerage firms, and automated car washes, do not have the marketing concern of

Accepted Answer

A)   inconsistency.
B)   intangibility.
C)   inseparability.
D)   inventory.
E)   independence.F) A) and B)
G) B) and E)

Exam 12: Services Marketing

List and explain the key elements of future services.

The customer experience with a service should be managed to ensure it

Correct Answer
verified

The key technological elements of future services include mobile communications and

Correct Answer
verified

Correct Answer
verified

Alana operates a wedding preparation service that helps brides-to-be in the planning of their weddings. To maintain a quality image and a standardized offering, Alana provides extensive training for each of her employees. What unique aspect of services is Alana trying to address?

Correct Answer
verified

Correct Answer
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A

Evan works for the Geek Squad, mostly on PC and laptop repair. He has noticed that most consumers ask for references from happy customers and don't know much about computers themselves. Which of these is most likely to be a characteristic of the repair services that Evan performs?

Correct Answer
verified

What type of organization is the U.S. Forest Service, which manages our national park system?

Correct Answer
verified

What is the difference between intangibility and inseparability of services?

Correct Answer
verified
Intangibility refers to the fact that se...
View Answer

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

Correct Answer
verified

What do the U.S. Coasts Guard, the Connecticut Department of Social Services, and the Phoenix Fire Department have in common?

Correct Answer
verified

The relationships between internal marketing, internal service quality, employee productivity, and firm profitability is referred to as

Correct Answer
verified

Which of the following statements about service failures is most accurate?

Correct Answer
verified

Which of these influences a consumer's expectations for a service not yet experienced?

Correct Answer
verified

Customers will often judge the ________ of the service experience based on the performance of the people providing the service.

Correct Answer
verified

An American Airlines ad shows the airline's wider seats, noise-reducing headphones, and sleeping amenities to overcome the ________ of its service.

Correct Answer
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E

Which of the following statements about services is most accurate?

Correct Answer
verified

Assuming the following information in a capacity management report from a well-known carrier in the airline industry will not change in the near future, what actions would you recommend that the carrier take? The yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents.

Correct Answer
verified

Figure 12-6 -According to Figure 12-6 above, Box D represents which dimension of service quality?

Correct Answer
verified

Equipment-based services, such as ATMs, online brokerage firms, and automated car washes, do not have the marketing concern of

Correct Answer
verified

Exam 12: Services Marketing

List and explain the key elements of future services.

The customer experience with a service should be managed to ensure it

Correct AnswerverifiedShow Answer

The key technological elements of future services include mobile communications and

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Alana operates a wedding preparation service that helps brides-to-be in the planning of their weddings. To maintain a quality image and a standardized offering, Alana provides extensive training for each of her employees. What unique aspect of services is Alana trying to address?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedA

Evan works for the Geek Squad, mostly on PC and laptop repair. He has noticed that most consumers ask for references from happy customers and don't know much about computers themselves. Which of these is most likely to be a characteristic of the repair services that Evan performs?

Correct AnswerverifiedShow Answer

What type of organization is the U.S. Forest Service, which manages our national park system?

Correct AnswerverifiedShow Answer

What is the difference between intangibility and inseparability of services?

Correct AnswerverifiedIntangibility refers to the fact that se...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

What do the U.S. Coasts Guard, the Connecticut Department of Social Services, and the Phoenix Fire Department have in common?

Correct AnswerverifiedShow Answer

The relationships between internal marketing, internal service quality, employee productivity, and firm profitability is referred to as

Correct AnswerverifiedShow Answer

Which of the following statements about service failures is most accurate?

Correct AnswerverifiedShow Answer

Which of these influences a consumer's expectations for a service not yet experienced?

Correct AnswerverifiedShow Answer

Customers will often judge the ________ of the service experience based on the performance of the people providing the service.

Correct AnswerverifiedShow Answer

An American Airlines ad shows the airline's wider seats, noise-reducing headphones, and sleeping amenities to overcome the ________ of its service.

Correct AnswerverifiedE

Which of the following statements about services is most accurate?

Correct AnswerverifiedShow Answer

Assuming the following information in a capacity management report from a well-known carrier in the airline industry will not change in the near future, what actions would you recommend that the carrier take? The yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents.

Correct AnswerverifiedShow Answer

Figure 12-6 -According to Figure 12-6 above, Box D represents which dimension of service quality?

Correct AnswerverifiedShow Answer

Equipment-based services, such as ATMs, online brokerage firms, and automated car washes, do not have the marketing concern of

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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A

Correct Answer
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Correct Answer
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Correct Answer
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Intangibility refers to the fact that se...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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E

Correct Answer
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