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