HA 5371 Midterm Test sample
Which of the following is an example of a tangible component provided by a hotel? A. Wake-up call B. Guest rooms C. Room service D. Express check-out E. Guaranteed reservations
B
In India weddings are timed to occur when Venus is in the ascendant and Jupiter is strong. This day is deemed lucky. In 2005, almost 15, 000 couples in New Delhi had their wedding on December 25, the day astrologers announced would be the best day for a wedding. The service provided by the astrologers is an excellent illustration of the _____ of services. A. Intangibility B. Comparability C. Divisibility D. Perishability E. Compatibility
A
On a recent visit to The Home Depot store, a sales associate greeted Madison when she entered the store, helped her locate the items she needed to repair her gutters and suggested how she could prevent gutter problems in the future. The assistance provided by the sales associate illustrates the ______ of services. A. Intangibility B. Comparability C. Divisibility D. Perishability E. Compatibility
A
The core offerings of hospitals, hotels, and banks are primarily deeds and performances and therefore, are_________________. A. Services B. Experiences C. Attributes D. Goods E. Benefits
A
The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers and microwaves is an example of a(n) _______. A. Service B. Experience C. Attribute D. Good E. Benefit
A
Which of the following is NOT an element of the traditional marketing mix? A. Production B. Place C. Product D. Price E. Promotion
A
Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining? A. Increasing use of technology is perceived by many customers as less service because there is no human interaction B. Companies provide unclear tactics for customers to follow when dealing with service providers C. Delivering consistent, high-quality service becomes routine D. Customers have no concept of what conditions produce to quality service E. Too many talented employees are left mired in front-end jobs that do not challenge them
A
In addition to the elements of the traditional marketing mix, the expanded mix for services includes: A. Positioning, personalization and process B. People, physical evidence and process C. Personalization, procurement and people D. Profit, production and psychology E. People, partnerships and positioning
B
Parents everywhere are very busy and often cannot spend time with their children. In the Netherlands, children who want a bedtime story can call the telephone service and request to listen to one of twenty prerecorded fairy tales. The phone company charges $7 per story. Because of the prerecording of the stories, this bedtime service reduces the problems typically associated with the _____ characteristic of services. A. Versatility B. Heterogeneity C. Simultaneous production and consumption D. Perishability E. Intangibility
B
Parents everywhere are very busy and often cannot spend time with their children. In the Netherlands, children who want a bedtime story can call the telephone service and request to listen to one of twenty prerecorded fairy tales. The phone company charges $7 per story. Because of the prerecording of the stories, this bedtime service reduces the problems typically associated with the _____ characteristic of services. A. Versatility B. Heterogeneity C. Simultaneous production and consumption D. Perishability E. Intangibility
B
The first time Alexis went to take golf lessons, she had a golf pro who was very patient with her and who was able to pinpoint what she was doing wrong without making her feel uncoordinated. Her second golf lesson was not nearly as helpful. The golf pro who gave the lesson wanted Alexis to watch what he was doing and imitate his swing. He was unable to verbalize his instructions. Alexis's experience with the two golf instructors illustrates the _____ of service. A. Intangibility B. Heterogeneity C. Simultaneous production and consumption D. Perishability E. Divisibility
B
Two roommates both registered for an introduction to business class. At midterm, one roommate found his instructor so boring that he was thinking of changing his major to history. The other roommate had a charismatic teacher and looked forward to going to class. This heterogeneity of instruction demonstrates: A. How difficult it is to synchronize supply and demand with service B. That customer service depends on employee actions C. How customers affect each other D. The fact services cannot be readily communicated or displayed E. Why services cannot be inventoried -
B
The most distinguishing characteristic of services is: A. Heterogeneity B. Perishability C. Intangibility D. Comparability E. Divisibility
C
The most distinguishing characteristic of services is: A. Heterogeneity B. Perishability C. Intangibility D. Comparability E. Divisibility
C
When they go away on vacation, some dog owners choose to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. The dog owners pay around $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as: A. Goods B. Values C. Services D. Satisfaction E. Attributes
C
Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services? A. Services cannot be returned or resold B. Service quality depends on many uncontrollable factors C. Employees affect the service outcome D. Services cannot be readily displayed or communicated E. There is no sure knowledge that the service delivered matches what was planned and promoted
C
_____ is a key determinant of whether an offering should be classified as a product or a service. A. Physicality B. Audience passivity C. Intangibility D. Perception E. Abstraction
C
Due to the _____ characteristic of services, customers will frequently interact with each other during the service production process and may affect each other's experiences. A. Comparability B. Intangibility C. Heterogeneity D. Simultaneous production and consumption E. Perishability
D
On his way to work today, Terry saw a billboard for a physician's group that specialized in vascular surgery. In his local newspaper there was a full-page ad for a medical clinic that performed similar surgery. Then in his mail, he got a brochure from yet another medical clinic asking him if he wanted to get rid of ugly varicose veins. Which trend that influenced the development of services marketing concepts and strategies is illustrated here? A. The increasing importance of service industries to the U.S. and world economies B. The increase of government regulation of professional service industries C. The growth in database marketing D. Increased competition in professional services E. Professional firms are placing increased emphasis on providing services
D
Which of the following is a marketing implication that results from the heterogeneity of services? A. Services cannot be returned or resold B. Services cannot be patented C. Services cannot be inventoried D. Service delivery and customer satisfaction depend on employee and customer actions E. All of the above are marketing implications resulting from the heterogeneity of services
D
Which of the following products is LEAST high in experience qualities? A. Plastic surgery B. A prom band C. Catered banquet D. Wedding dress E. Pet grooming
D
Which of the following statements describes how consumers and employees are responding to technology-based services? A. Services can readily calm fears that privacy may be sacrificed if technology is used B. An infusion of technology can lead to an increase in human interaction C. The payback for investments in technology is a certainty D. Employees are often reluctant to integrate technology into their work lives E. All of the above statements describe how consumers and employees are responding to technology-based services
D
Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining? A. Technology-based services, which are superior to human-based services, are not being implemented enough B. Services are leveling the playing field and consistently trying to offer the same level of service to every customer C. Companies are decreasing their reliance on self-service and increasing the use of human interaction in the performance of services D. Customer expectations are higher because of the excellent service they receive from some companies E. Even though it is Easy to provide consistent, high-quality service, many companies do not want to do it
D
Which of the following is an example of the people element of an airline company's services marketing mix? 1 A. Pilots 2 B. Baggage handlers 3 C. Customers 4 D. Flight attendants 5 E. All of the above
E
Which of the following statements about how technology has positively influenced service is true? A. Technology provides approaches for delivering existing services in more accessible, convenient, productive ways B. Technology facilitates basic customer service functions C. Technology facilitates transactions by offering a direct vehicle for making purchases D. Technology provides an easy way for customers to learn and do research about products and companies E. All of the above statements about how technology has influenced service are true
E
Which of the following statements about services is true? A. A service economy produces services at the expense of other sectors. B. Service jobs are low paying and menial. C. Service production is labor intensive and low in productivity. D. Service is a necessary evil for manufacturing firms. E. Marketing and managing services presents issues and challenges not faced in manufacturing and packaged goods companies.
E
Which of the following statements describes a marketing implication that results from the intangibility of services? A. Customers participate in and affect the transaction B. Service quality depends on many uncontrollable factors C. Services can be readily communicated D. There is no sure knowledge that the service delivered matches what was planned and promoted E. Services cannot be inventoried
E
_______ qualities are characteristics of a product consumers may find impossible to evaluate even after purchase and consumption. A. Search B. Cognitive C. Perceptual D. Experience E. Credence
E
The characteristic of a service that means that it cannot be seen, felt, tasted or touched is: A. Intangibility B. Heterogeneity C. Divisibility D. Perishability E. Compatibility
A
Salt, bricks and paper clips are three examples of tangible dominant products. (T/F)
T
The development of services marketing concepts has been strongly influenced by professional services like doctors and attorneys. (T/F)
T
A tax accountant may provide a different service experience to two different customers on the same day depending on their individual needs and personalities and on whether she is meeting with them when she is fresh in the morning or tired at the end of the day. This is an example of service _____________. A. Versatility B. Heterogeneity C. Simultaneous production and consumption D. Perishability E. Intangibility
B
The characteristic of a service that refers to differences in employees' performances is: A. Intangibility B. Heterogeneity C. Divisibility D. Perishability E. Simultaneous production and consumption
B
In the simplest terms, _____ are deeds, processes and performances. A. Attributes B. Experiences C. Services D. Goods E. Benefits
C
An attorney who charges a client for a missed appointment is taking into account the _____ characteristic of services. A. Heterogeneity B. Simultaneous production and consumption C. Incomparably D. Perishability E. Intangibility
D
Because of the _____ of services, service producers find themselves playing a role as part of the product itself and an essential ingredient in the service experience for the consumer. A. Comparability B. Intangibility C. Heterogeneity D. Simultaneous production and consumption E. Perishability
D
Bob Wilson owns and operates Flashdance Skating Rink. Last Monday afternoon, he had rented the rink out for a birthday party that was cancelled at the last minute due to a flu epidemic that had sickened three-fourths of the children who were invited. While Wilson kept the deposit, he did not get the skate rental fees or the snack food money he had anticipated from the rental. Wilson lost money as a result of the _____ characteristic of services. A. Heterogeneity B. Simultaneous production and consumption C. Incomparability D. Perishability E. Intangibility
D
Which of the following is an intangible component of a car repair shop? A. Replacement parts B. Employee uniforms C. Barrel for storing recyclable motor oil D. The training the mechanic has received E. Customer waiting area
D
Which of the following trends has directly influenced the development of services marketing concepts and strategies? A. The decreasing importance of service industries to the U.S. and world economies B. The growth in information-based technology C. Decreased competition in professional services D. The fact that manufacturing firms are placing increased emphasis on providing services E. None of the above
D
_____ refers to the fact that services cannot be saved, stored, resold or returned. A. Intangibility B. Heterogeneity C. Simultaneous production and consumption D. Perishability E. Incompatibility
D
Ruth recently visited a day care center that is convenient to her work. Ruth is thinking of letting the day care workers care for her infant son while she is at work. The first thing Ruth noticed when she walked in the door of the facility was the smell of urine. There was a dead plant in the window. Toys were strewn about the floor and Ruth almost tripped over a tricycle. In example, Ruth experienced negative aspects of the _____ element of the day care center's services marketing mix. A. Product B. Production C. Process D. Place E. Physical evidence
E
Which of the following is NOT an example of a service business? A. Amusement park B. Hotel C. Bank D. Department store E. Paper mill
E
A primary issue that marketers face in relation to service perishability is ensuring service quality over time (T/F)
F
Because a product is tangible, it cannot be inventoried (T/F)
F
Pricing is easier when marketing services than when marketing goods (T/F)
F
Technology is creating a demand for ethnocentric services (T/F)
F
The deregulation of industries has actually lessened the demand for services marketing skills (T/F)
F
The seven elements of the marketing mix for services are product, promotion, place, price, process, progress and people. (T/F)
F
According to the concept of derived services, the value derived from physical goods is really the service provided by the good, not the good itself. (T/F)
T
All businesses and organizations that operate on the Internet are essentially providing a service (T/F)
T
Despite the importance of services and the bottom-line profit potential for services, consumers perceive that overall the quality of service they are receiving is declining (T/F)
T
