MKT350 CH.13

d. employee satisfaction

One of the most important factors in providing high service quality to customers is _______. a. apps and kiosks that reduce the level of customer contact b. employee uniforms c. customer satisfaction d. employee satisfaction e. customer training

c. client publics

The Red Cross raises funds to help people recover after fires, tornados, and other disasters. For the Red Cross, the victims of these disasters represent _______. a. target markets b. client segments c. client publics d. target publics e. general publics

a. inseparability

The fact that you cannot isolate the production of a ride through a ride-share service such as Uber or Lyft from its consumption relates to the service's _______. a. inseparability b. intangibility c. heterogeneity d. homogeneity e. perishability

c. is dominated by the intangible portion of the total product

The primary difference between a service and a good is that a service _______. a. provides the psychological stimulation that aids in solving problems or adjusting to the environment b. is dominated by the tangible portion of the total product c. is dominated by the intangible portion of the total product d. is dominated by its symbolic meaning e. provides many jobs in the United States

c. the United States

The world's first service economy was _______. a. Canada b. Japan c. the United States d. Germany e. Australia

d. off-peak pricing

To reduce prices of services used during slow periods in order to boost demand, marketers may use _______. a. peak pricing b. client-based pricing c. supply-based pricing d. off-peak pricing e. high-contact pricing

c. heterogeneity

Training can help employees provide consistent service quality, thereby lessening variations in service quality, which is also known as _______. a. client-based relationships b. intangibility c. heterogeneity d. perishability e. inseparability

c. Intangibility

Traveler's Insurance uses an umbrella in its name to symbolize protection. Such symbols provide cues to overcome which aspect of a service? a. Perishability b. Inseparability c. Intangibility d. Heterogeneity e. Client-based relationships

b. homesourcing

When customer-contact jobs are contracted out to the homes of workers, it is called _______. a. intangibility b. homesourcing c. perishability d. home-based marketing e. outsourcing

a. desired; acceptable

Customers usually have two levels of service expectations: _______ and _______. a. desired; acceptable b. unwanted; acceptable c. desired; perishable d. intangible; inseparable e. perishable; intangible

b. service quality

Customers' perceptions of how well a service meets or exceeds their expectations is best described as _______. a. experience quality b. service quality c. credence quality d. ingredient quality e. search quality

d. the ability to customize

Although heterogeneity results in variability in service quality, which makes it difficult to standardize services, it does offer a significant advantage: _______. a. the ability to distribute services through multiple channels b. lower prices c. lower costs d. the ability to customize e. the ability to store unused products for a later date

d. distribution

Nonprofit decisions that relate to how ideas and services will be made available to clients relate to _______. a. product b. price c. promotion d. distribution e. profit

d. The chief beneficiary is who owns it or holds stock in it.

Which of the following is NOT a way in which nonprofit marketing is different from conventional marketing? a. Nonprofit marketing can be quite controversial. b. Nonprofit marketing has more opportunity for creativity. c. It can be difficult to judge the performance of a nonprofit. d. The chief beneficiary is who owns it or holds stock in it. e. The chief beneficiaries are clients, members, or the public at large.

d. Corporate performance

Which of the following is NOT one of the factors that affect service quality? a. Employee performance b. Customer expectations c. Management of service expectations d. Corporate performance e. Service quality specifications