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1 | |
Products that are intangible items are called: |
| | A) | services. |
| | B) | goods. |
| | C) | concepts. |
| | D) | ideas. |
| | E) | magic. |
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2 | |
If services can't be held, touched, or seen before the purchase decision then that is called: |
| | A) | inconsistency |
| | B) | inseparability |
| | C) | intangibility |
| | D) | inventory |
| | E) | perishability |
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3 | |
Carrying costs related to inventory of service are more subjective and called: |
| | A) | lost productivity |
| | B) | idle production capacity |
| | C) | diminished returns |
| | D) | corrupted capacities |
| | E) | low capacity providers |
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4 | |
Which of these situations has the highest inventory carrying cost? |
| | A) | Real estate agency |
| | B) | Auto repair |
| | C) | Restaurant |
| | D) | Hotel |
| | E) | Airline |
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5 | |
Differences between the consumers expectations and experiences are identified through: |
| | A) | consumer analysis |
| | B) | shopping analysis |
| | C) | experience analysis |
| | D) | expectation analysis |
| | E) | gap analysis |
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6 | |
A service quality where the ability to perform the promised service dependably and accurately is: |
| | A) | tangibles |
| | B) | responsiveness |
| | C) | reliability |
| | D) | assurance |
| | E) | empathy |
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7 | |
A service quality dimension when individualized attention is provided to customers is: |
| | A) | reliability |
| | B) | tangibles |
| | C) | responsiveness |
| | D) | assurance |
| | E) | empathy |
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8 | |
A flowchart of interaction points between consumer and service provider is a: |
| | A) | field audit |
| | B) | customer contact audit |
| | C) | marketing audit |
| | D) | process audit |
| | E) | paper audit |
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9 | |
The concept of treating employees like valued customers is called: |
| | A) | internal marketing |
| | B) | integral marketing |
| | C) | individual market orientation |
| | D) | employee marketing |
| | E) | internal focus |
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10 | |
The application of matinee pricing in movie theatres and ticket discounts for weekend travel is: |
| | A) | peak-off pricing |
| | B) | low demand pricing |
| | C) | surplus pricing |
| | D) | off-peak pricing |
| | E) | sales booster pricing |
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11 | |
This is an example of a "cyberservice": |
| | A) | software program for calculating mortgages |
| | B) | on-line matchmaking services |
| | C) | electronic voice message system |
| | D) | compact disc player |
| | E) | satellite dish |
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12 | |
Service firms believe that by doing this, they can transform the service into an experience. |
| | A) | Offer package pricing. |
| | B) | Sponsor community events. |
| | C) | Add special promotions such as contests. |
| | D) | Customize the service for each customer. |
| | E) | Resolve customer complaints with a money back guarantee. |
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13 | |
Clothing has high qualities. |
| | A) | search |
| | B) | experience |
| | C) | credence |
| | D) | fashion |
| | E) | design |
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14 | |
Legal services are high in qualities. |
| | A) | experience |
| | B) | consultative |
| | C) | administrative |
| | D) | search |
| | E) | credence |
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15 | |
Which of the following items fall in the center of a service continuum? |
| | A) | shoes |
| | B) | bakery |
| | C) | nursing |
| | D) | car |
| | E) | cereal |
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16 | |
In the service industry charges, fees, fares or rates are all: |
| | A) | service cost |
| | B) | cost structure |
| | C) | cost plus |
| | D) | price |
| | E) | the bottom line |
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17 | |
Place or distribution is a major factor in developing a service marketing strategy because of the of service from the producer. |
| | A) | inseparability |
| | B) | perishability |
| | C) | availability |
| | D) | reliability |
| | E) | intangibility |
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18 | |
Promotion for services should stress availability, location, consistent quality, and efficient, . |
| | A) | friendly service |
| | B) | free service |
| | C) | quality workmanship |
| | D) | courteous service |
| | E) | reasonable pricing |
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19 | |
Changes in the future of the service industry will be driven by deregulation, technology, and : |
| | A) | competition |
| | B) | government taxation |
| | C) | consumer interests |
| | D) | motion studies |
| | E) | interest rates |
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20 | |
What factors will influence future changes in services? |
| | A) | money |
| | B) | deregulation and technological development |
| | C) | stress |
| | D) | the environment |
| | E) | lack of strategic planning |
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