Question 1

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. From these details, the airline posted ________ per available seat flown one mile.

Accepted Answer

A)   a 9.83 cent profit
B)   a 1.55 cent profit
C)   a 1.27 cent profit
D)   a 0.21 cent loss
E)   an 8.28 cent loss

Question 2

The less-expensive matinee movie pricing offered on shows prior to 4 p.m. is an example of

Accepted Answer

A)   price lining.
B)   price differentiation.
C)   off-peak pricing.
D)   bait-and-switch pricing.
E)   idle production pricing.

Question 3

A concierge company performs everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these tasks. The clients can evaluate the services provided

Accepted Answer

A)   only before they are purchased.
B)   in the same fashion as tangible goods.
C)   more easily than evaluating tangible goods.
D)   before, during, and after they are purchased or consumed.
E)   only during consumption or after they are purchased.

Question 4

The inventory carrying costs of real estate agencies are low because they

Accepted Answer

A)   use a straight salary compensation plan.
B)   allow personnel to work any hours a day and any number of days per week.
C)   decrease the number of workdays per week but increase the hours per day.
D)   have employees who work on commission and need little expensive equipment.
E)   are responsible for their own training, transportation, and supplies.

Question 5

The key technological elements of future services include ________, autonomous vehicles, and the Internet of Things.

Accepted Answer

A)   distribution
B)   globalization
C)   artificial intelligence
D)   divergence
E)   convenience

Question 6

All of these are employee development actions that are critical to the overall success of service organizations except which?

Accepted Answer

A)   coaching
B)   leadership
C)   training
D)   communication
E)   compensation

Question 7

Which of these services has the highest inventory carrying cost?

Accepted Answer

A)   university
B)   hotel
C)   auto repair garage
D)   amusement park
E)   insurance company

Question 8

Marketers for the LA Galaxy market what basic product?

Accepted Answer

A)   a soccer game
B)   popular players
C)   a generic social experience
D)   a winning team
E)   a competitive spirit

Question 9

Because services tend to be ________ rather than an object, they are much more difficult for consumers to evaluate.

Accepted Answer

A)   an opportunity
B)   a good
C)   a risk
D)   a decision
E)   a performance

Question 10

Because of the intangible nature of services, consumers often perceive price as a possible indicator of the ________ of the service.

Accepted Answer

A)   profit or ROI
B)   customer value
C)   quality
D)   target market
E)   hidden costs

Question 11

Which of these is high in experience properties?

Accepted Answer

A)   clothing
B)   legal services
C)   auto repair
D)   a vacation
E)   a medical diagnosis

Question 12

Services can be classified by

Accepted Answer

A)   their method of delivery.
B)   their use of idle capacity time.
C)   the nature of their ownership.
D)   their location on perceptual maps.
E)   organizational reach.

Question 13

A local band performed on campus during a pre-graduation party. The students enjoyed the performance, and some were interested enough to buy tickets to another show at a club downtown. But when they went to that concert, the quality of the performance was much poorer than they had heard and seen on campus. The students' disappointment was the direct result of which characteristic of services?

Accepted Answer

A)   inconsistency
B)   impressionability
C)   intangibility
D)   invisibility
E)   uniqueness of the service

Question 14

A situation that occurs when a service provider is available but there is no demand is referred to as

Accepted Answer

A)   off-peak pricing.
B)   idle production capacity.
C)   static demand.
D)   capacity management.
E)   excess inventory.

Question 15

What do a movie theater, an automated car wash, and electric utilities have in common?

Accepted Answer

A)   They are all tangible services.
B)   They are all people-based services.
C)   None of them has problems with idle production capacity.
D)   They never use off-peak pricing.
E)   They are all equipment-based services.

Question 16

What role does price play in the managing of services?

Accepted Answer

Pricing plays two roles in managing serv...

Question 17

The new sharing economy consists of all of the following except which?

Accepted Answer

A)   outsourcing small jobs in a local neighborhood
B)   helping people rent products, tools, and bicycles rather than purchase them
C)   renting extra space in a driveway
D)   peer-to-peer car-sharing
E)   selling theater tickets for half off for day-of performances

Question 18

Giving unauthorized free products or services to customers to inflate their customer satisfaction levels is referred to as

Accepted Answer

A)   BOGOs.
B)   Facebook liking.
C)   service sweethearting.
D)   research baiting.
E)   social incentivizing.

Question 19

The highest inventory carrying costs would most likely be for which of these services?

Accepted Answer

A)   real estate agencies
B)   dry cleaners
C)   auto repair centers
D)   hair salons
E)   hospitals

Question 20

When Chengru last got her drive-through order at the fast-food restaurant, she thought the employee who helped her was cold and unfriendly. The food tasted good but was overshadowed by the employee's demeanor. Since then, Chengru often says something derogatory to her friends about the restaurant based on this single experience. This is an example of which issue associated with services?

Accepted Answer

A)   inseparability
B)   intangibility
C)   impressionability
D)   incongruity
E)   inflexibility

Exam 12: Services Marketing

Giving unauthorized free products or services to customers to inflate their customer satisfaction levels is referred to as

Correct Answer
verified

Which of these is high in experience properties?

Correct Answer
verified

The less-expensive matinee movie pricing offered on shows prior to 4 p.m. is an example of

Correct Answer
verified

A situation that occurs when a service provider is available but there is no demand is referred to as

Correct Answer
verified

A concierge company performs everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these tasks. The clients can evaluate the services provided

Correct Answer
verified

What role does price play in the managing of services?

Correct Answer
verified
Pricing plays two roles in managing serv...
View Answer

The new sharing economy consists of all of the following except which?

Correct Answer
verified

The highest inventory carrying costs would most likely be for which of these services?

Correct Answer
verified

Marketers for the LA Galaxy market what basic product?

Correct Answer
verified

Which of these services has the highest inventory carrying cost?

Correct Answer
verified

Services can be classified by

Correct Answer
verified

What do a movie theater, an automated car wash, and electric utilities have in common?

Correct Answer
verified

The key technological elements of future services include ________, autonomous vehicles, and the Internet of Things.

Correct Answer
verified

Because services tend to be ________ rather than an object, they are much more difficult for consumers to evaluate.

Correct Answer
verified

The inventory carrying costs of real estate agencies are low because they

Correct Answer
verified

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. From these details, the airline posted ________ per available seat flown one mile.

Correct Answer
verified

Correct Answer
verified

All of these are employee development actions that are critical to the overall success of service organizations except which?

Correct Answer
verified

Correct Answer
verified

Because of the intangible nature of services, consumers often perceive price as a possible indicator of the ________ of the service.

Correct Answer
verified

Exam 12: Services Marketing

Giving unauthorized free products or services to customers to inflate their customer satisfaction levels is referred to as

Correct AnswerverifiedShow Answer

Which of these is high in experience properties?

Correct AnswerverifiedShow Answer

The less-expensive matinee movie pricing offered on shows prior to 4 p.m. is an example of

Correct AnswerverifiedShow Answer

A situation that occurs when a service provider is available but there is no demand is referred to as

Correct AnswerverifiedShow Answer

A concierge company performs everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these tasks. The clients can evaluate the services provided

Correct AnswerverifiedShow Answer

What role does price play in the managing of services?

Correct AnswerverifiedPricing plays two roles in managing serv...View AnswerShow Answer

The new sharing economy consists of all of the following except which?

Correct AnswerverifiedShow Answer

The highest inventory carrying costs would most likely be for which of these services?

Correct AnswerverifiedShow Answer

Marketers for the LA Galaxy market what basic product?

Correct AnswerverifiedShow Answer

Which of these services has the highest inventory carrying cost?

Correct AnswerverifiedShow Answer

Services can be classified by

Correct AnswerverifiedShow Answer

What do a movie theater, an automated car wash, and electric utilities have in common?

Correct AnswerverifiedShow Answer

The key technological elements of future services include ________, autonomous vehicles, and the Internet of Things.

Correct AnswerverifiedShow Answer

Because services tend to be ________ rather than an object, they are much more difficult for consumers to evaluate.

Correct AnswerverifiedShow Answer

The inventory carrying costs of real estate agencies are low because they

Correct AnswerverifiedShow Answer

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. From these details, the airline posted ________ per available seat flown one mile.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

All of these are employee development actions that are critical to the overall success of service organizations except which?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Because of the intangible nature of services, consumers often perceive price as a possible indicator of the ________ of the service.

Correct AnswerverifiedShow Answer

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Pricing plays two roles in managing serv...
View Answer

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