BUSML 3250 Ch. 13 quiz

Services delivered through machinery such as computer kiosks, ATMs, and vending machines can reduce the ____ that comes from increased contact with human employees. a. intangibility b. perishability c. inseparability d. heterogeneity e. tangibility

d

The heterogeneity characteristic of services provides marketers with tremendous opportunity to a. hold down the cost of providing services to customers. b. create standardized packages that will appeal to many customers. c. offer the same service as all of their competitors. d. develop relationship marketing with their customers. e. customize their services to meet unique individual needs

e

Some services are time sensitive, meaning that a significant number of customers desire the service around the same time. This point in time is called a. off-peak demand. b. high demand. c. high intensity time. d. peak demand. e. preferred demand.

d

Who judges service quality? a. Customers b. Marketers c. Employees d. The company e. Independent raters

a

The intangibility aspect of a service means that a. services are not labor-intensive. b. consumers may have a problem evaluating service offerings. c. there is a lack of perceived quality compared to a tangible good. d. services are not produced at the same time they are consumed. e. unused capacity cannot be stockpiled or inventoried for later use.

b