Exam (elaborations) Test Bank for Services Marketing 6th Edition by Zeithaml (All Chapters)
Test Bank for Services Marketing 6th Edition by Zeithaml to
... [Show More] Services Multiple Choice Questions 1. In the simplest terms, _____ are deeds, processes, and performances. A. Attribut es B. Experienc es C. Service s D. Good s E. Benefit s 2. The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers, and microwaves is an example of a(n) _______. A. Servic e B. Experienc e C. Attribu te D. Goo d E. Bene fit 3. The core offerings of hospitals, hotels, and banks are primarily deeds and performances and therefore, are _________________. A. Service s B. Experienc es C. Attribut es D. Good s E. Benefit s 4. 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. Good s B. Value s C. Service s D. Satisfice rs E. Attribut es 5. _____ is a key determinant of whether an offering should be classified as a product or a service. A. Physicali ty B. Audience passivity C. Intangibili ty D. Perceptio n E. Abstracti on 6. 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 7. 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 checkout E. Guaranteed reservations 8. Which of the following is NOT an example of a service business? A. Amusement park B. Hot el C. Ban k D. Department store E. Paper mill 9. Extron Electronics makes coaxial cables for connecting computers to all types of peripheral devices like printers, modems and fax machines. For the benefit of its customers, Extron provides a laminated card with pictures of all the possible cable connections that a customer could need. With this card, a customer can order from one to any number of connectors with as many feet of cable as is needed. Orders can be placed using a toll-free number, a fax number or an e-mail address. Company reps are also available 24-hours a day in case the customer is not sure which drawing on the card matches his or her needs. Orders are shipped within 48-hours of receipt. If a customer is not completely satisfied with his or her order, Extron has a 100 percent satisfaction guaranteed return policy. Which of the following trends has influenced the development of services marketing concepts and strategies as illustrated by Extron's focus on customer service? A. The increasing importance of service industries to the U.S. and world economies B. The increase of government regulation of service industries C. The growth in information-based technology D. Increased competition in professional services E. Manufacturing firms are placing increased emphasis on providing services 10.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 11.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 12.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 present issues and challenges not faced in manufacturing and packaged goods companies. 13.Without good mailing lists, businesses cannot engage in effective directmarketing advertising. On average 20 percent of the U.S. population moves annually. Return Path is a company that provides changes of addresses to businesses. It takes a business's mailing list, compares it to address changes that it gathers daily in its database and makes any necessary corrections. Return Path is a part of which trend in the services marketing industry? A. The increasing importance of service industries to the U.S. and world economies B. The decrease of human interaction as a result of widespread use of technology-based services C. The growth in the use of technology-based services D. Increased competition in the direct-mail industry E. The fact that direct marketing firms are placing increased emphasis on providing services 14.Gina and Henry were having breakfast when they decided they wanted to have pizza and watch a movie that night. When she got home from work, Gina turned on her computer, logged on to the Netflix site, and chose the movie Moneyball to view via online video streaming. Next she logged on to her favorite pizza restaurant's Web site and ordered a large pepperoni pizza and a bottle of soda to be delivered at 6:45 p.m. Gina and Henry enjoyed their evening. Which trend that influenced the development of services marketing is illustrated here? A. The increasing importance of service industries to the U.S. and world economies B. The decrease of human interaction as a result of widespread use of technology-based services C. The growth in the use of technology-based services D. Increased competition in the entertainment industry E. The fact that manufacturing firms are placing increased emphasis on providing services 15.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 16.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 17.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 18.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 19.The most distinguishing characteristic of services is: A. Heterogenei ty B. Perishabili ty C. Intangibili ty D. Comparabili ty E. Divisibili ty 20.The characteristic of a service that means that it cannot be seen, felt, tasted or touched is: A. Intangibili ty B. Heterogenei ty C. Divisibili ty D. Perishabili ty E. Compatibili ty 21.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. Intangibili ty B. Comparabili ty C. Divisibili ty D. Perishabili ty E. Compatibili ty 22.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. Intangibili ty B. Comparabili ty C. Divisibili ty D. Perishabili ty E. Compatibili ty 23.Which of the following statements describes a marketing implication that results from the intangibility of services? A. Services cannot be inventoried. B. Services cannot be easily patented. C. Services cannot be readily displayed. D. The actual costs of a "unit of service" are hard to determine. E. All of the above. 24.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 25.The characteristic of a service that refers to differences in employees' performances is: A. Intangibili ty B. Heterogenei ty C. Divisibili ty D. Perishabili ty E. Simultaneous production and consumption 26.The first time Barry brought h [Show Less]