Chapter 13 exam

The fact that the first massage Gretchen gives each day is better than the last massage demonstrates the ____ of services. Question 5 options: A) heterogeneity B) customer contact aspect C) intangibility D) inseparability E) perishability

A) heterogeneity

Stephanie sets up her new interior decorating business and advertises her expertise in high-quality draperies and other window treatments. One of her first customers is extremely dissatisfied with Stephanie's work, so Stephanie redoes the job at her own expense because she knows how powerful ____ is (are) for services and wants to stay in business. Question 10 options: A) service expectations B) word-of-mouth communication C) zones of tolerance D) customer perceptions E) experience qualities

B) word-of-mouth communication

Brittany recently moved to a new city and is trying to find a new mechanic to do maintenance and repair on her car. She visits several places to judge their overall appearance, cleanliness, and organization and finally chooses a mechanic. Brittany was trying to overcome the ____ aspect of services. Question 7 options: A) heterogeneity B) perishability C) customer contact D) intangibility E) inseparability

D) intangibility

Symbols such as the Travelers' Financial Services umbrella are designed to help customers overcome the ____ of services. Question 8 options: A) heterogeneity B) unpredictability C) inseparability D) intangibility E) perishability

D) intangibility

According to your text, one perspective from which to view services is as a ____ targeted at a(n) ____. A) sporting event; spectators B) concert; audience C) play; actors D) performance; audience E) presentation; spectators

D) performance; audience

The fact the services cannot be inventoried and then sold at a later date is called Question 4 options: A) intangibility. B) heterogeneity. C) inseparability. D) perishability. E) nonstorability.

D) perishability.

Dentists find it difficult to attract customers because many customers cannot distinguish whether or not the product offered is beneficial. This aspect of the dentist's product is called ____ quality. Question 9 options: A) search B) experience C) credence D) tangible E) separable

C) credence

In general, differences between goods and services are determined by the Question 2 options: A) degree of labor intensiveness. B) type of target market. C) degree of tangibility. D) type of provider. E) degree of consumer contact.

C) degree of tangibility.

Services are usually provided through ____ directed at people or objects. Question 1 options: A) tangible and intangible products B) physical labor C) the application of human or mechanical efforts D) ideas and other intangible efforts E) knowledge and technology

C) the application of human or mechanical efforts

Which of the following is the best example of a high-contact service? Question 6 options: A) Appliance repair B) Newspaper delivery C) Dog training D) Interior decorating E) Plastic surgery

E) Plastic surgery