MKTG 358 Test 1
All of the following are true regarding the wholesale and retail trade super sector except:
Most wholesalers are large, employing more than 200 workers
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?
Organization and systems
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?
Organization and systems
Which of the following components of the servuction model is invisible to consumers?
Organization and systems
Which of the following statements is NOT an explanation for why service consumers are particularly vulnerable to ethical misconduct?
Other consumers are involved in the production process
The unique service characteristic that deals specifically with the inability to inventory services is:
Perishability
The consumer decision process consists of:
Prepurchase, consumption, and post purchase stages
According to the servuction model, factors that influence the customer's service experience include all of the following except:
Price
Consumers determine a shortage or an unfulfilled desire exists during which step of the consumer decision process?
Problem awareness
Complications attributed to perishability include all of the following except:
Products are sold at a transfer price from one department to another within the same company
Which of the following statements is NOT true?
Researchers clearly understand how consumers make decisions
The continuum that ranges from tangible dominant to intangible dominant is referred to as the:
Scale of market entities
It is generally accepted that the ___ economy includes the "soft parts" of the economy consisting of nine industry supersectors
Service
Which of the following statements is NOT an explanation for why service consumers are particularly vulnerable to ethical misconduct?
Services are deeds, efforts, or performances
Which of the following statements is false?
Services are first produced, then sold, then consumed
Which of the following is a marketing challenge posed by intangibility?
Services have no costs of goods sold
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?
Servicescapes
The financial activities super sector consists of all the following except:
Social assistance
The repurchase stage of consists of all of the following activities except:
The approach
During which stage of the consumer decision process do acquisition, production, and consumption become an entangled process?
The consumption stage
The service industry criticism that as manufacturing jobs continue to decline, the supply of labor for service jobs will increase, driving service wages lower is referred to as:
The dichotomization of wealth
Marketing challenges posed by inseparability include all of the following except:
The difficulty to achieve service standardization and quality control
All of the following are beliefs of materialistic snobs except:
The increase in service jobs will increase the standard of living in the United States
Which of the following would NOT be considered a tangible clue?
The quality of instruction in an education setting
The primary solution to overcome the centralized mass production challenges attributed to inseparability is:
The us of multisite locations to distribute services
Which of the following statements is false?
The use of third parties decreases the supply of a service
which of the following businesses would be characterized as a pure service?
There is no such thing as a pure service
All of the following are disadvantages of standardized services except:
They meet the customer's exact needs
Who provides an overview of each of the nine supersectors as well as a career guide?
US Bureau of Labor Statistics
Which was the first economy in the modern world to transition from an agricultural economy to an industrial economy to a service economy?
United Kingdom
Which one of the following strategies is used to alter consumer demand?
Utilizing creative pricing strategies
All of the following are subsectors of the leisure and hospitality industry except:
advertising and public relations
Which of the following subsections of the government super sector is also called the not for profit sector
advocacy, grant making and civic organizations
A perishability related strategy that increases the supply of services by forming a co op with other service providers is referred to as:
capacity sharing
The ___ is the fifth step in the consumer decision process
choice
Which of the following areas is NOT a sustainable business practice that companies hope to pursue as a source of competitive advantage?
e-service
The process through which an individual adapts and comes to appreciate the values, norms and required behavior patterns of an organization is called:
employee socialization
More than one out of ___ employees within the food service and drinking establishments subsection are between the ages of 16 and 19
five
Services are characterized by all of the following characteristics except:
homogeneity
Businesses such as fast food restaurants would fall where along the scale of market entities?
in the middle of the continuum
Consumers often have a difficult time objectively evaluating services before purchase. This is due primarily to:
intangibility
The primary cost of producing a service is:
labor
Which of the following service industries have NOT employed self service technologies?
manufacturing Operations
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:
mid right
An an auditor, Joe learned of promising breakthrough technology not yet known to the public. He immediately purchased a large number of shares of stock to resell after the technology was made public. This type of ethical issue falls under:
organizational relationships
The component of the servuction model over which most service firms have the least control is:
other customers
the _____ reflects the view that the intangible aspects of products are becoming the key features that differentiate the products in the marketplace
service imperative
A bank looking to the best practices of other banks in the industry for service improvement ideas is an example of:
service myopia
Bill's parents finally connived him to get a haircut. Bill's decision process was prompted by a:
social cue
Solutions used to minimize the marketing problems attributed to heterogeneity include:
standardizing or customizing the service
Most people tend to associate this term with being "green" and protecting the environment
sustainability
Possible solution that minimize the problems caused by intangibility include all of the following except:
the effective management of consumers
The professional and business super sector includes all of the following subsections except _____ services
transportation
The economic value of transforming goods into services is illustrated by paying:
$120 for a health checkup
More than ___ % of the workforce within the arts, entertainment, and recreation subsection have no formal education beyond high school
40
What is the approximate percentage of the United States' gross domestic product generated by the service sector?
79%
Formal standards of conduct that assist in defining proper organizational behavior are called:
A code of ethics
During the evaluation of alternatives stage, consumers sometimes rely on their "gut level feelings" this type of decision making is called:
A nonsystematic evaluation
Which of the following statement pertaining to inseparability is false?
All of the are true (As customer contact increases, the efficiency of the firm decreases, customers can affect the type of service desired, customers can affect the length of the service transaction, and customers can affect the cycle of demand)
What are e-services?
All of these (An application of science to solve problems or conduct transactions, customer service activities via the net, technology based services that help customers help themselves, and an electronic service available via the net that completes tasks)
Servicescape consists of which of the following features?
All of these (Personal artifacts, inanimate objects, signs, ambient conditions)
Possible strategies for managing demand and minimizing the marketing problems associated with perishability include which of the following?
All of these (The use of creative pricing strategies, the use of reservation systems, developing complimentary services, and developing non peak demand)
Ethical improprieties have been linked to:
All of these (customer dissatisfaction, employee dissatisfaction, unfavorable word of mouth publicity, and job related tension and anxiety)
Which of the following statements regarding ethics is correct?
All of these are correct (research indicates that employees desire a code of ethics, research indicates that employees of firms that have codes of ethics believe that violators of the code should be punished, leaders must be examples of the standards of ethical conduct, and employees often emulate the behavior of their supervisors)
Traditionally, economies throughout the world tend to transition from:
An agricultural economy to an industrial economy to a service economy
Ranking from the highest to lowest, the countries with the largest services sector employment by percentage of GDP are:
Andorra, Hong Kong, Bahamas
Possible solutions that firms use to minimize the problems cause by inseparability include all of the following except:
Appealing to market segments with different demand patterns
The encapsulation of the benefits of a product in the consumer's mind is called?
Benefit Concept
WIth regards to sector employment in the United States, all of the following statements are true except:
Between 1900 and 2013, the proportion of the workforce engaged in agriculture declined from 42% to just 20%
General Motors, the manufacturing giant's, largest supplier is:
Blue Cross - Blue Shield Insurance
Sam and Gloria, who deliver services outside the firm's physical facilities, are example of:
Boundary- spanning personnel
The principles of moral conduct that guide behavior in the business world are called:
Business ethics
Which of the following strategies increases the supply of service available to consumers?
Capacity sharing
Situations where the service provider feels torn between the needs of the customer, the organization, and the service provider's own personal interest are referred to as:
Conflict of interest
Which of the following NOT an example of an external search for college selection?
Consumer's own memories
Which of the following is not a marketing challenge posed by intangibility?
Consumers are involved in the service production process
Which of the following statements pertaining to heterogeneity is false?
Customers always prefer customized services over standardized services
Which of the following sets of terms best describes a service?
Deeds, effort, and performances
The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following:
Developing nonpeak demand
Which subsection is the second largest employment industry, accounting for 13.3 million jobs?
Educational services
Paying close attention to whether one's actions are right or wrong and why one is behaving in that manner is referred to as:
Ethical vigilenance
Multi attribute models are used most during which step fo the consumer decision process?
Evaluation of alternatives
Which of the following could NOT be included in the airline molecular model?
Financing arrangements
Which of the following is NOT a suggested strategy for controlling and managing ethical behavior?
Follower training
Which of the following is true regarding the insurance industry?
Future job growth is limited in part by Internet sales methods
Which of the following statements is not true?
Goods are intangible dominant
The world's largest industry in the private sector and highest projected generator of job is:
Health services
The service characteristic that reflects the variation in the consistency from one service transaction to the next is:
Heterogeneity
Which of the following scenarios is likely to lead to the highest level of customer dissatisfaction?
Higher demand than optimal supply levels
Which of the following strategies increases the supply of service available to consumers?
Increasing consumer participation
The perishability related strategy that may sometimes be associated with consumer feelings that the service firm may be attempting to distance itself from consumers is:
Increasing the amount of consumer participation
The centralized mass production of services is difficult due to:
Inseparability
The fact that services are sold and then produced and consumed simultaneously is attributed to:
Inseparability
The unique service characteristic that reflects the interconnection between the service firm and its customer is called:
Inseparability
Of the four unique service characteristics that distinguish goods from services, the on that is the primary source of the other characteristics is:
Intangibility
Consumer participation on production increases opportunities for ethical misconduct by service providers because:
It increases opportunities for coercive influence strategies used by the service provider
All of the following are true regarding the information super sector except:
It is wide in scope, accounting for 16% of all employment
Which of the following fields would be least likely to be described as intangible dominant?
Manufacturing
Which of the following is an example of intangible dominant?
Math tutoring
The _____ involves a pictorial representation of the relationship between the tangible and intangible elements of a firms operation
Molecular Model
