Deck 1: New Perspectives on Marketing in the Service Economy

Question 1

Other customers typically do not impact the satisfaction of other consumers in service settings.

Answer 1

False

Question 2

Service markets are shaped by all of the following except ____________.

A) government policies
B) social changes
C) global economic change
D) business trends
E) advances in information technology

Answer 2

C

Question 3

People processing, possession processing, mental stimulus processing, and information processing make up the four broad categories of services.

Answer 3

True

Question 4

Typically service jobs are not well-paid positions and require little education.

Question 5

Businesses are outsourcing fewer tasks in order to focus on their core business.

Question 6

What are the three management functions that are central to meeting the needs of service customers?

A) Marketing, operations, and finance.
B) Marketing, operations, and human resources.
C) Marketing, finance, and accounting.
D) Marketing, finance, and operations.
E) Finance, accounting, and human resources.

Question 7

For mental-stimulus-processing, recipients must be physically present in the service factory.

Question 8

Which one of the following is NOT one of the four broad categories of service?

A) People processing
B) Possession processing
C) Mental stimulus processing
D) Information processing
E) Involvement processing

Question 9

In all cases of possession processing, production and consumption can be described as inseparable.

Question 10

In most highly developed nations, services account for between two-thirds and three-fourths of the GDP.

Question 11

Service employees should have which set of the following?

A) Positive attitude, technical skills, and analytical skills.
B) Positive attitude, leadership skills, and analytical skills.
C) Technical skills, leadership skills, and interpersonal skills.
D) Positive attitude, interpersonal skills, and technical skills.
E) Technical skills, leadership skills, and analytical skills.

Question 12

The three additional Ps of services marketing that extend the original four Ps of marketing are _____________, _____________, and _____________.

A) price; place; promotion
B) process; people; promotion
C) physical environment; process; people;
D) prosperity; process; promotion
E) physical environment; planning; process

Question 13

In most possession-processing services, the customer's involvement is usually limited to dropping off the item that needs treatment, requesting the service, explaining the problem, and returning later to pick up the item and pay the bill.

Question 14

A useful way to distinguish between goods and services is to place them on a continuum from ____________ to ____________.

A) practical; impractical
B) tangible-dominant; intangible-dominant
C) low; high
D) reliable; unreliable
E) prepared; unprepared

Question 15

Customers being turned away or having to wait is an implication of which aspect of services?

A) People may be a part of the service experience.
B) Intangible elements usually dominate value creation.
C) Services are often difficult to visualize and understand.
D) Customers may be involved in co-production.
E) Most services cannot be inventoried.

Question 16

Documenting performance, explaining what was done and why, and offering guarantees are additional ways to reassure customers and reduce anxiety.

Question 17

Firms' market offerings are divided into ____________ and ____________ elements.

A) core product; supplementary service
B) marketing; management
C) product; delivery
D) service; delivery
E) planning; delivery

Question 18

For-profit firms seek to achieve ____________ profits subject to ____________ constraints, although not-for-profit service suppliers seek to achieve ____________ profits subject to ____________ constraints.

A) social; financial; financial; social
B) social; financial; social; financial
C) financial; transactional; social; regulatory
D) financial; social; social; financial
E) transactional; social; limited; transactional

Question 19

The appearance of buildings, landscaping, vehicles, and uniforms provide tangible evidence of a firm's service quality.

Question 20

The acronym for the new North American classification system that includes services is ____________.

A) NAFTA
B) NAICS
C) NACS
D) NACSS
E) NEICE

Question 21

Give an example of an industry where the Internet has transferred power from suppliers to customers.

Question 22

Give an example of how the Internet is changing the face of service industries.

Question 23

What are the five broad categories within the non-ownership framework?

Question 24

What are the three vital roles of promotion and education?

Question 25

The Internet is transferring power from suppliers to customers, especially in consumer markets.

Question 26

Less than 15 percent of service jobs around the world can currently be carried out remotely.

Question 27

What are the eight common differences between products and services?

Question 28

Lexus dealers compete with ____________ for service sales.

A) Toyota dealers
B) Lexus manufacturers
C) BMW dealers
D) the best independent repair garages
E) all of the above

Question 29

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

Question 30

Give an example of a government policy that has stimulated the transformation of a service industry.

Question 31

Which of the following is the best example of a supplementary service?

A) Appliance maintenance
B) Hotel room rental
C) Fast food consumption
D) House cleaning
E) Landscaping

Question 32

Online educational programs offered by the University of Phoenix are an example of _____________.

A) revolutionary products/services
B) collective products/services
C) additional services
D) supplementary services
E) core products/services

Question 33

Give an example of an industry where production and consumption are separable.

Question 34

Define services.

Question 35

Provide an example of a service that lies at each end of the tangible-dominant to intangible-dominant spectrum.

Question 36

Rolls Royce introduced TotalCare® to do which of the following?

A) build brand equity
B) limit competitive entry into the spare engine parts business
C) co-produce engines with customers
D) innovate new engines
E) recover from service failures

Question 37

How do operations and human resources functions contribute to meeting the needs of service customers?

Question 38

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Question 39

A typical university is a simple service organization that offers mainly educational services.

Question 40

A movie theater seat is an example of _____________.

A) renting durable goods
B) closely engaging customers in the service process
C) renting portions of a larger physical entity
D) the centrality of time to services
E) differences in customer choice criteria

Question 41

Provide an example of a service industry where customers are involved in co-production and explain the implications and marketing-related tasks that would be associated with that service.

Question 42

Give an example of a service that offers access to physical environments as a form of rental.

Question 43

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

Question 44

Describe the seven Ps of service that would be involved in a banking service.

Question 45

Give an example of a service that offers labor and expertise rental.