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Exam 1: Introduction to Services

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Question 21

True/False

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Technology is creating a demand for ethnocentric services.

A) True
B) False

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Question 22

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In addition to the elements of the traditional marketing mix,the expanded mix for services includes:

A) Positioning,personalization and process
B) People,physical evidence and process
C) Personalization,procurement and people
D) Profit,production and psychology
E) People,partnerships and positioning

F) B) and E)
G) A) and B)

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Question 23

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Despite the importance of services and the bottom-line profit potential for services,consumers perceive that overall the quality of service they are receiving is declining.

Which of the following statements describes a marketing implication that results from the intangibility of services?

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

What do deeds,processes,and performances have in common?

Describe the three new elements of the service marketing mix.

Because a product is tangible,it cannot be inventoried.

Maria Kingsley is a fortune teller.She is concerned because today two of her clients missed their appointments to have her read their Tarot cards and she had plans for the money she would have earned.With which characteristic of services is Kingsley most concerned?

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

Which element of the services marketing mix is influenced by the health inspector's report that is prominently displayed in all restaurants?

What is the primary issue that marketers face in relation to service perishability?

The most distinguishing characteristic of services is:

Weight loss centers provide moral support and weight-loss aids to those who believe they need to diet.The centers often use before and after pictures of their most successful cases to overcome problems associated with which service characteristic?

Historically,the Japanese have had poor dental care.As part of their beauty regimen,the Japanese do have a habit of lightening and whitening their skin.Teethart has developed "tooth manicure" salons,which allow Japanese to match their teeth coloration to their skin.Each treatment takes place in a small booth,which contains an ergonomically-designed chair,muted lights and new Age-style music.The walls are painted calming shade of blues and greens.Teethart uses the _____ element of its service to reduce stress associated with dental procedures.

Two roommates both registered for an introduction to business class.At midterm,one roommate found his instructor so boring that he was thinking of changing his major to history.The other roommate had a charismatic teacher and looked forward to going to class.This heterogeneity of instruction demonstrates:

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

A hotel manager is studying other hotels to see how they achieve and maintain service quality.The manager has spent some time paying attention to the actions,interactions,and appearance of front desk clerks,housekeepers,spa attendants and restaurant staff.With which element of the services marketing mix is the hotel manager concerned?

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

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?