Services Marketing QUIZ 1 (ch. 1-3)
when a service marketer or company has lapses in ethical standards, the result may be:
all of these -customer dissatisfaction -employee dissatisfaction -unfavorable word of mouth publicity - job related tension and anxiety
which of the following statements regarding ethics is correct?
all of these are correct-
traditionally, economies throughout the world tend to transition from
an agriculture economy to an industrial economy to a service economy
services can be used as a competitive advantage for ______ products
both tangible and intangible
which of the following is NOT a suggested strategy for controlling and managing ethical behavior
consumer management
which of the following is NOT a marketing challenge posed by intangibility?
consumers are involved in the service production process
As we discussed about the college admissions scandal, this crucial service industry of higher education for some parents, business people, admissions directors or even coaches need to step up in the area of _______________
ethics
___________ is the service characteristic that reflects how a financial consultant can have a focused day one day and day making a clerical mistake the next
heterogeneity
usually the highest cost for a service firm or organization is/are the
human resources
as we discussed in class, many of you found it ironic that ads in our modules and shown in class in the ________ service industry use humor appeal in their creative strategy
insurance
it is hard to objectively evaluate services before purchase due primarily to
intangibility
a product that lacks physical substance is
intangible
all of the following is an example of information services EXCEPT
investment
which of the following scenarios is likely to lead to the highest level of customer satisfaction>
lower demand than optimal supply level
which is not an example of creative pricing strategy
matinees
which of the following components of the servuction model is invisible to consumers?
organization and systems
the component of the servuction model over which most service firms have the least control is
other customers
the encapsulation of the benefits of a product in a consumers mind is a
product benefit
as we discussed in class, sometimes the most telling lessons we learn in business come from
real world examples from your professor's small business and publishing, stories and lessons learned from business and investment that didn't go so well
the continuum that ranges from tangible-dominant to intangible-dominant is referred to as
scale of market entities
technology based services that help customers help themselves are called
self service technologies
other services, education and health services, financial activities, governement, information, leisure and hospitality, professional and business services, wholesale and retail trade, and transportation and utilities are all part of the
service economy
which of the following statements is NOT an explanation for why service consumers are particularly vulnerable to ethical misconduct
services have a demand strategy based
the goal of _______ is to produce a consistent services product from one transaction to the next
standardization
solutions used to minimize the marketing problems attributed to heterogeneity include
standardizing or customizing the service
we discussed in class how manufacturing jobs continue to decline. if the supply of labor for service jobs will increase thus 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
A conceptual model of the relationship between the tangible and intangible components of a firms operation is called __________
the molecular model
as we know from the video in our module or in class, customers are not always right; alamo draft house did this to prove this principle:
they leaked a voicemail from a rude and angry customer after she violated the rules in the theater and put it on youtube- which has gone viral
As we discussed and showed examples of in class, international brands in the ___________ service industries have taken luxury to the extreme
Airlines and Hotel