Question 1

Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as:
A) Goods
B) Values
C) Services
D) Satisficers
E) Attributes

Accepted Answer

The activities offered at the pet resorts are services, as they are intangible and involve a skill or expertise provided by the staff. The basic boarding fee may be classified as a good, as it involves a physical product (i.e. the kennel space). However, the question specifically asks about the other activities beyond just basic boarding, which are services.

Question 2

_____ is a key determinant of whether a product offering should be classified as a product or a service.
A) Physicality
B) Audience passivity
C) Tangibility
D) Perception
E) Abstraction

Accepted Answer

Tangibility is the key determinant that distinguishes products from services, as products are tangible and services are intangible.

Question 3

When Heather goes to the local gym, she has a personal trainer who helps make sure she is using the equipment correctly. The personal trainer is an example of a(n):
A) Service
B) Experience
C) Attribute
D) Good
E) Benefit

Accepted Answer

The personal trainer is providing a service to Heather, as they are providing guidance and assistance during her workout.

Question 4

Which of the following trends has directly influenced the development of services marketing concepts and strategies?
A) The decreasing importance of service industries to the U.S. and world economies
B) The growth in information-based technology
C) Decreased competition in professional services
D) The fact that manufacturing firms are placing increased emphasis on providing services
E) None of the above

Accepted Answer

The answer of Which of the following trends has directly...

Question 5

Which of the following statements describes how consumers and employees are responding to technology-based services?
A) Services can readily calm fears that privacy may be sacrificed if technology is used
B) An infusion of technology can lead to an increase in human interaction
C) The payback for investments in technology is a certainty
D) Employees are often reluctant to integrate technology into their work lives
E) All of the above statements describe how consumers and employees are responding to technology-based services

Accepted Answer

Employees often exhibit reluctance towards integrating technology into their work lives due to concerns about job security, the learning curve associated with new technologies, and potential changes in work processes.

Question 6

In the simplest terms, _____ are deeds, processes and performances.
A) Attributes
B) Experiences
C) Services
D) Goods
E) Benefits

Accepted Answer

Services are deeds, processes and performances that are intangible and cannot be stored. This distinguishes them from goods, which are tangible and can be stored.Attributes, experiences and benefits are related concepts, but do not encompass the full definition of services.

Question 7

Which of the following is NOT an example of a service business?
A) Amusement park
B) Hotel
C) Bank
D) Department store
E) Soft drink bottler

Accepted Answer

A soft drink bottler is primarily involved in manufacturing and distributing physical products, not providing services.

Question 8

On his way to work today, Terry saw a billboard for a physician's group that specialized in vascular surgery. In his local newspaper there was a full-page ad for a medical clinic that performed similar surgery. Then in his mail, he got a brochure from yet another medical clinic asking him if he wanted to get rid of ugly varicose veins. Which trend that influenced the development of services marketing concepts and strategies is illustrated here?
A) The increasing importance of service industries to the U.S. and world economies
B) The increase of government regulation of professional service industries
C) The growth in database marketing
D) Increased competition in professional services
E) Professional firms are placing increased emphasis on providing services

Accepted Answer

The increasing number of advertisements for medical clinics specializing in vascular surgery suggests that there is increased competition in the professional service industry. This trend has influenced the development of services marketing concepts and strategies, as professional firms are now placing increased emphasis on providing services and promoting themselves in order to stand out in a crowded marketplace.

Question 9

Which of the following is an example of a tangible component provided by a hotel?
A) Wake-up call
B) Guest rooms
C) Room service
D) Express check-out
E) Guaranteed reservations

Accepted Answer

Guest rooms are a physical and tangible component of a hotel, whereas wake-up calls, room service, express check-out, and guaranteed reservations are all services provided by the hotel.

Question 10

Extron Electronics makes coaxial cables for connecting computers to all types of peripheral devices like printers, modems and fax machines. For the benefit of its customers, Extron provides a laminated card with pictures of all the possible cable connections that a customer could need. With this card, a customer can order from one to any number of connectors with as many feet of cable as is needed. Orders can be placed using a toll-free number, a fax number or an e-mail address. Company reps are also available 24-hours a day in case the customer is not sure which drawing on the card matches his or her needs. Orders are shipped within 48-hours of receipt. If a customer is not completely satisfied with his or her order, Extron has a 100 percent satisfaction guaranteed return policy. Which of the following trends that has influenced the development of services marketing concepts and strategies as illustrated by Extron's focus on customer service?
A) The increasing importance of service industries to the U.S. and world economies
B) The increase of government regulation of service industries
C) The growth in information-based technology
D) Increased competition in professional services
E) Manufacturing firms are placing increased emphasis on providing services

Accepted Answer

The answer of Extron Electronics makes coaxial cables for connecting...

Question 11

Garrett and Hugh were having breakfast when they decided they wanted to have pizza and watch a video that night. Garrett turned on her computer, brought up the site of a local video store and ordered the movie Cold Mountain to be delivered to her doorstep at 7 p.m. Next she logged on to her favorite pizza restaurant's Web site and ordered a large pepperoni pizza and a bottle of her favorite soda to be delivered at 6:45 p.m. Garrett and Hugh enjoyed their evening. The next morning the video store had someone pick up their tape at Hugh's office. Which trend that influenced the development of services marketing is illustrated here?
A) The increasing importance of service industries to the U.S. and world economies
B) The decrease of human interaction as a result of widespread use of technology-based services
C) The growth in the use of technology-based services
D) Increased competition in the entertainment industry
E) The fact that manufacturing firms are placing increased emphasis on providing services

Accepted Answer

The trend illustrated here is the growth in the use of technology-based services, as Garrett orders both the movie and pizza online through the respective websites.

Question 12

The most basic and universally cited, difference between goods and services is:
A) Heterogeneity
B) Perishability
C) Intangibility
D) Comparability
E) Divisibility

Accepted Answer

The most basic difference between goods and services is intangibility, as goods are physical products that can be seen, touched, and held, while services are intangible experiences that cannot be physically possessed.

Question 13

Which of the following is an intangible component of a car repair shop?
A) Replacement parts
B) Employee uniforms
C) Barrel for storing recyclable motor oil
D) The training the mechanic has received
E) Customer waiting area

Accepted Answer

The training the mechanic has received is an intangible component as it cannot be physically touched or seen, and it adds value to the service provided by the car repair shop.

Question 14

The characteristic of a service that means that it cannot be seen, felt, tasted or touched is:
A) Intangibility
B) Heterogeneity
C) Divisibility
D) Perishability
E) Compatibility

Accepted Answer

Intangibility refers to the fact that services cannot be seen, felt, tasted or touched as they are not physical in nature. This is a unique characteristic of services and distinguishes it from tangible goods.

Question 15

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?
A) Increasing use of technology is perceived by many customers as less service because there is no human interaction
B) Companies provide unclear tactics for customers to follow when dealing with service providers
C) Delivering consistent, high-quality service becomes routine
D) Customers have no concept of what conditions produce to quality service
E) Too many talented employees are left mired in front-end jobs that do not challenge them

Accepted Answer

Increasing use of technology can make customers feel like they are receiving less service because they may miss the human interaction that they associate with high-quality service.

Question 16

Without good mailing lists, businesses cannot engage in effective direct-marketing advertising. On average 20 percent of the U.S. population moves annually. Return Path is a company that provides changes of addresses to businesses. It takes a business's mailing list, compares it to address changes that it gathers daily in its database and makes any necessary corrections. Return Path is a part of which trend in the services marketing industry?
A) The increasing importance of service industries to the U.S. and world economies
B) The decrease of human interaction as a result of widespread use of technology-based services
C) The growth in the use of technology-based services
D) Increased competition in the direct-mail industry
E) The fact that direct marketing firms are placing increased emphasis on providing services

Accepted Answer

Return Path is a technology-based service that provides changes of addresses to businesses, indicating the growth in the use of technology-based services in the services marketing industry.

Question 17

Which of the following statements about how technology has positively influenced service is true?
A) Technology provides vehicles for delivering existing services in more accessible, convenient, productive ways
B) Technology facilitates basic customer service functions
C) Technology facilitates transactions by offering a direct vehicle for making purchases
D) Technology provides an Easy way for customers to learn and do research about products and companies
E) All of the above statements about how technology has influenced service are true

Accepted Answer

All of the statements are true. Technology has provided numerous ways to enhance service delivery, from providing accessible and convenient means of delivering existing services to facilitating customer transactions and providing a way for customers to research companies and products. It has also allowed for streamlined customer service functions through automation and self-service options.

Question 18

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?
A) Technology-based services, which are superior to human-based services, are not being implemented enough
B) Services are leveling the playing field and consistently trying to offer the same level of service to every customer
C) Companies are decreasing their reliance on self-service and increasing the use of human interaction in the performance of services
D) Customer expectations are higher because of the excellent service they receive from some companies
E) Even though it is Easy to provide consistent, high-quality service, many companies do not want to do it

Accepted Answer

This statement suggests that customer expectations are higher due to excellent service provided by some companies, which could lead to a perception that service quality is declining in comparison.

Question 19

The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers and microwaves is an example of a(n) _______.
A) Service
B) Experience
C) Attribute
D) Good
E) Benefit

Accepted Answer

The maintenance contract is a service offered by Sears for its Kenmore appliances.

Question 20

Which of the following statements about services is true?
A) A service economy produces services at the expense of other sectors
B) Service jobs are low paying and menial
C) Service production is labor intensive and low in productivity
D) Service is a necessary evil for manufacturing firms
E) The skills needed for managing services differ from those used for managing manufacturing businesses

Accepted Answer

The skills needed for managing services differ from those used for managing manufacturing businesses. Services are intangible, perishable, and involve direct interactions with customers, making them more complex to manage than tangible products. Service managers need to be skilled in areas like customer service, interpersonal communication, and relationship management, which are not as critical in manufacturing.

Quiz 1: Introduction to Services

_____ is a key determinant of whether a product offering should be classified as a product or a service.

When Heather goes to the local gym, she has a personal trainer who helps make sure she is using the equipment correctly. The personal trainer is an example of a(n) :

Which of the following trends has directly influenced the development of services marketing concepts and strategies?

Which of the following statements describes how consumers and employees are responding to technology-based services?

In the simplest terms, _____ are deeds, processes and performances.

Which of the following is NOT an example of a service business?

Which of the following is an example of a tangible component provided by a hotel?

The most basic and universally cited, difference between goods and services is:

Which of the following is an intangible component of a car repair shop?

The characteristic of a service that means that it cannot be seen, felt, tasted or touched is:

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Which of the following statements about how technology has positively influenced service is true?

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers and microwaves is an example of a(n) _______.

Which of the following statements about services is true?