Deck 1: Understanding the Sevice Experience

Question 1

Deeds, efforts and performances define:

A) products
B) ideas
C) services
D) goods
E) places

Answer 1

services

Question 2

Which of the following statements is NOT true?

A) Service knowledge is obtained differently than goods knowledge.
B) Firms that define their businesses too narrowly have developed marketing myopia.
C) Goods are tangible-dominant.
D) Service knowledge is obtained through the experience of receiving the actual service.
E) All the above are true.

Answer 2

All the above are true.

Question 3

_______ results in firms that produce tangible products and overlook the service aspect of their product.

A) Services marketing
B) Marketing management
C) Services marketing myopia
D) Scale of market entities
E) Customer experience

Answer 3

Services marketing myopia

Question 4

The demand for services marketing knowledge has increased for all of the following reasons except:

A) the tremendous growth in service-sector employment
B) increasing service-sector contributions to the world economy
C) the emergence of technologically based e-services
D) developing sustainable services marketing business practices
E) the decline in service sector jobs

Question 5

Ranking from highest to lowest, the countries with the largest service sector employment are:

A) United Kingdom, United States, Japan
B) Hong Kong, Bahamas, Israel, United Kingdom
C) United States, United Kingdom, Japan
D) United States, United Kingdom, Hong Kong
E) Japan, Bahamas, United States, Israel

Question 6

With regards to service sector employment in the United States, which of the following statements is FALSE?

A) Between 2002 and 2012, 65% of all jobs were service jobs.
B) 79% of the U.S. labor force is employed in service sector jobs in the year 2009.
C) Between 2002 and 2012, 96% of all new jobs will be service jobs.
D) 30% of the U.S. labor force was employed in the service sector in the year 1900.
E) All the above statements are false.

Question 7

What approximate percentage of the United States' Gross Domestic Product is generated by the service sector?

A) 87%
B) 77%
C) 67%
D) 57%
E) 47%

Question 8

Economies throughout the world tend to transition from an agricultural economy to an industrial economy to a service economy. Who was the first economy in the modern world to make this transition?

A) Hong Kong
B) United Stated of America
C) United Kingdom
D) Bahamas
E) Japan

Question 9

Why has the demand for services marketing knowledge increased in recent years?

Question 10

Discuss the service sector contributions to the world economy.