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Exam 12: Services Marketing

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Question 61

Multiple Choice

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Which service listed below has the lowest inventory carrying cost?

A) restaurant
B) automobile repair
C) amusement park
D) employment agency
E) animal hospital

F) A) and C)
G) B) and C)

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Question 62

Multiple Choice

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Relationship marketing provides several benefits for service customers, including: (1) the continuity of a single provider, (2) customized service delivery, (3) __________, and (4) an absence of switching costs.

A) no need for comparison shopping
B) reduced stress due to a repetitive purchase process
C) discounted switching costs
D) implied warranties
E) strict government quality performance guidelines

F) C) and E)
G) A) and D)

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Question 63

Multiple Choice

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Which of the following is high in experience properties?

Recently, many nonprofit organizations such as United Way, Greenpeace, Outward Bound, The Salvation Army, and the Girl Scouts

Alana operates a wedding preparation service that helps brides-to-be in the planning of their weddings. To maintain a quality image and a standardized offering, Alana provides extensive training for each of her employees. What unique aspect of services is Alana trying to address?

All of the following are true about the price element of services except

Research indicates that consumers search for much more information when trying to evaluate services with which properties?

Many commuters in New York install radio frequency identification (RFID) devices on their cars that can be read automatically as they approach a toll booth. This saves time, improves traffic flow, and means drivers don't need to keep exact change in their cars. It also offers New York authorities the opportunity to manage traffic flow by charging different toll amounts for different times of day, such as charging a higher toll for "rush hour" periods during the morning and afternoon commutes. Commuters in New York are experiencing

Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats. It then neuters, vaccinates, and releases them. In recent years, nonprofit organizations such as Sterile Feral have turned to marketing to help it

To help consumers assess and compare services, marketers try to make them __________ or show the benefits of using the service.

A flowchart of the points of interaction between consumer and service provider is referred to as

Marketers for the LA Galaxy market what basic "product"?

Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats, and then neuters, vaccinates, and releases them. Veterinarians are particularly impressed with how effectively and safely the organization performs its service each and every time. With which service quality dimension are veterinarians most impressed?

Services can be classified by their method of delivery. Services that require tangible assets, such as ATMs, taxis, and aircraft, represent

A local band performed on campus during a pre-graduation party. The students enjoyed the performance, and some of them were interested enough to buy tickets to see 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?

All of the following are employee development actions that are critical to the overall success of service organizations except

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

Edinberry's, a restaurant located in south Texas, offers a variety of foods and entertainment opportunities to its customers. The restaurant is famous for its fine steaks, spicy chili, and outstanding customer service. To maintain the restaurant's reputation for putting its customers first, the marketing manager at Edinberry's has developed marketing activities that are directed at its waiters and waitresses. These marketing activities are an example of __________ and are designed to help these restaurant employees maintain an exceptional customer experience.

Organizations attempt to reduce the inconsistency of service delivery through

Identify and describe how the LA Galaxy uses the seven Ps of services marketing in its marketing program.