Deck 1: An Introduction to Services

Question 1

Which of the following could NOT be included in the airline molecular model?

A)long-term parking
B)financing arrangements
C)rental car availability
D)gate attendants
E)baggage handlers

Answer 1

B

Question 2

If an office did not schedule as many people as were needed during a busy period,which of the following components of the servuction model has negatively influenced the customer's experience?

A)servicescape
B)organization and systems
C)other customers
D)contact personnel
E)service providers

Answer 2

B

Question 3

Which of the following fields would be least likely to be described as intangible-dominant?

A)manufacturing
B)education
C)insurance
D)banking
E)engineering

Answer 3

A

Question 4

General Motors,the manufacturing giant's,largest supplier is:

A)Blue Cross-Blue Shield Insurance
B)GMAC Financing
C)a parts supplier
D)a legal firm
E)a trucking company

Question 5

A customer who notices dirty silverware and a dirty floor in his/her favorite restaurant and loses his/her appetite has been influenced by which of the following components of the servuction model?

A)servicescape
B)organization and systems
C)other customers
D)contact personnel
E)service providers

Question 6

The economic value of transforming goods into services is illustrated by paying:

A)$7 for a cup of coffee in a five-star restaurant.
B)$3 for a pound of coffee beans at the market.
C)$6 to have your car washed.
D)$7 to have your dog walked.
E)$120 for a health checkup.

Question 7

Which of the following is an example of intangible-dominant?

A)a steakhouse
B)car rental agency
C)a funeral
D)a magazine subscription
E)math tutoring

Question 8

The component of the servuction model over which most service firms have the least control is:

A)servicescape.
B)organization and systems.
C)other customers.
D)contact personnel.
E)service providers.

Question 9

According to the servuction model,factors that influence the customer's service experience include all of the following except:

A)price.
B)contact personnel/service providers.
C)other customers.
D)servicescape.
E)organization and systems.

Question 10

Which of the following sets of terms best describes a service?

A)objects,devices,and performances
B)effort,objects,and deeds
C)things,devices,and performances
D)objects,devices,and things
E)deeds,effort,and performances

Question 11

Which of the following components of the servuction model is invisible to consumers?

A)servicescape
B)organization and systems
C)other customers
D)contact personnel
E)service providers

Question 12

On the scale of market entities,with tangible-dominant to the extreme left and intangible-dominant to the extreme right,investment management services would appear:

A)to the extreme left.
B)mid-left.
C)in the middle.
D)mid-right.
E)to the extreme right.

Question 13

The ____ reflects the view that the intangible aspects of products are becoming the key features that differentiate the products in the marketplace.

A)services marketing
B)servuction model
C)service imperative
D)benefit concept
E)industrial management model

Question 14

Businesses such as fast food restaurants would fall where along the scale of market entities?

A)on the extreme end of the intangible-dominant side
B)on the extreme end of the intangible-dominant side
C)in the middle of the continuum
D)left of the middle towards the tangible-dominant side
E)right of the middle towards the intangible-dominant side

Question 15

Servicescape consists of which of the following features?

A)personal artifacts
B)inanimate objects
C)signs
D)ambient conditions
E)all of these

Question 16

Which of the following businesses would be characterized as a pure service?

A)insurance
B)farming
C)mining
D)engineering
E)There is no such thing as a pure service.

Question 17

Which of the following statements is NOT true?

A)Consumers evaluate goods and services differently.
B)Firms that define their businesses too narrowly by overlooking the service aspects have developed service marketing myopia.
C)Goods are intangible-dominant.
D)Consumers evaluate services based on the experiential aspects provided.
E)The term product refers to both goods and services.

Question 18

The encapsulation of the benefits of a product in the consumer's mind is called the:

A)servuction model.
B)benefit concept.
C)service triangle.
D)service-profit chain.
E)scale of market entities.

Question 19

The ____ involves a pictorial representation of the relationship between the tangible and intangible elements of a firm's operation.

A)molecular model
B)servuction model
C)benefit concept
D)industrial management model
E)market-focused model

Question 20

The continuum that ranges from tangible-dominant to intangible-dominant is referred to as the:

A)services triangle.
B)servuction model.
C)scale of market entities.
D)service-profit chain.
E)Q continuum.

Question 21

Discuss the components of the servuction model.What does the model attempt to explain?

Question 22

A customer attempted to pay his bill with his American Express credit card;however,the service firm did not accept American Express.Which of the following components of the servuction model negatively influenced the customer's experience?

A)servicescape
B)organization and systems
C)other customers
D)contact personnel
E)service providers

Question 23

Describe the four areas of improvement in which a company can achieve sustainability.

Question 24

Discuss the growth of the global service economy.

Question 25

Which was the first economy in the modern world to transition from an agricultural economy to an industrial economy to a service economy?

A)Hong Kong
B)United Stated of America
C)United Kingdom
D)Bahamas
E)Japan

Question 26

Which of the following areas is NOT a sustainable business practice that companies hope to pursue as a source of competitive advantage?

A)eco-efficiency
B)environmental cost leadership
C)e-service
D)beyond compliance leadership
E)eco-branding strategies

Question 27

Why has the study if services marketing become increasingly important in recent years?

Question 28

Most people tend to associate this term with being "green" and protecting the environment.

A)sustainability
B)tangibility
C)intangibility
D)social responsibility
E)all of these

Question 29

Which of the following service industries have NOT employed self-service technologies?

A)banks
B)insurance companies
C)hotels
D)movie rental chains
E)manufacturing operations

Question 30

What are the seven categories of complaints that customers say irritate them most about service providers?

Question 31

With regards to sector employment in the United States,all of the following statements are true except:

A)Between 1900 and 2013,the proportion of the workforce engaged in agriculture declined from 42% to just 20%.
B)As of 2013,80% of all jobs are service jobs.
C)Between 2002 and 2012,96% of all new jobs were service jobs.
D)In the year 1900,30% of the U.S.labor force was employed in the service sector.
E)By the mid-1990's service employment had risen to 81.1 million.

Question 32

What is a service?

Question 33

What are e-services?

A)an application of science to solve problems or conduct transactions
B)customer service activities via the Net
C)technologically based services that help customers help themselves
D)an electronic service available via the Net that completes tasks
E)all of these

Question 34

Ranking from highest to lowest,the countries with the largest service sector employment by percentage of GDP are:

A)United Kingdom,United States,Japan
B)Andorra,Hong Kong,Bahamas
C)United States,United Kingdom,Japan
D)United States,United Kingdom,Hong Kong
E)Japan,Bahamas,United States

Question 35

Traditionally,economies throughout the world tend to transition from:

A)a service economy to an agricultural economy to an industrial economy.
B)a service economy to an industrial economy to an agricultural economy.
C)an agricultural economy to an industrial economy to a service economy.
D)an agricultural economy to a service economy to an industrial economy.
E)an industrial economy to an agricultural economy to a service economy.

Question 36

What is the approximate percentage of the United States' gross domestic product generated by the service sector?

A)87%
B)79%
C)67%
D)57%
E)47%