Deck 15: Services

Question 1

________is known as active participation of customers in the provision of services they consume.

A)perishability
B)service capacity
C)customer involvement
D)intangibility
E)transparency

Answer 1

C

Question 2

In the past decades,the U.S.economy has increasingly become a(n)________ economy.

A)agriculture
B)manufacturing
C)production
D)service
E)farming

Answer 2

D

Question 3

The major segments that comprise the service sector include all of the following EXCEPT:

A)Communications
B)Transportation
C)Agriculture
D)Public utilities
E)Finance

Answer 3

C

Question 4

When it comes to customer perceptions of online service providers,the speed of connection can be described as a(n)________ element.

A)intangible
B)tangible
C)heterogeneous
D)perishable
E)transparent

Question 5

Unused capacity in the form of an empty seen on an airplane becomes non-salable quickly.Once the plane has taken off,selling an empty seat is virtually impossible.An empty airplane seat provides an example of the ________ of services.

A)perishability
B)service capacity
C)customer involvement
D)intangibility
E)transparency

Question 6

The maximum level at which a service provider is able to provide services to customers is referred to as ________.

A)perishability
B)service capacity
C)customer involvement
D)intangibility
E)transparency

Question 7

Most of the large management consulting firms derive more than ________ percent of their revenue from international sources.

A)50
B)60
C)70
D)80
E)90

Question 8

The inability to be seen,tasted,or touched in a conventional sense is known as ________.

A)perishability
B)service capacity
C)customer involvement
D)intangibility
E)transparency

Question 9

The traditional economic development pattern is as follows:

A)services  manufacturing  agricultural
B)agricultural  manufacturing  services
C)manufacturing  agricultural  services
D)manufacturing  services  agricultural
E)agricultural  services  manufacturing

Question 10

Of the following,which best explains the difference between goods and services?

A)Services tend to be more intangible than goods.
B)Services tend to be more expensive than goods.
C)Services are composed of objects or things while goods are a deed or a performance
D)Services have products in the form of pre-produced solutions to customer's problems while goods have processes as solutions to such customer problems.
E)Services are not perishable while goods are.

Question 11

Services differ from goods most strongly in their ________.

A)perishability
B)service capacity
C)customer involvement
D)intangibility
E)transparency

Question 12

________ refers to susceptibility to deterioration; the characteristic of services that makes them difficult to store.

A)Perishability
B)Service capacity
C)Customer involvement
D)Intangibility
E)Transparency

Question 13

The U.S.service sector now produces approximately ________ percent of GDP and employs ________ percent of the workforce.

A)20; 35
B)38; 59
C)65; 68
D)80; 77
E)92; 80

Question 14

Uniform quality of service is known as ________.

A)market transparency
B)service heterogeneity
C)service consistency
D)intangibility
E)perishability

Question 15

The most powerful motivator for worker migration is ________.

A)legal
B)psychological
C)ethical
D)cultural
E)financial

Question 16

The counseling by a teacher,even if it is provided on the same day by the same person,may vary substantially depending on the student.But over time,even for the same student,the counseling may change.As a result,service offerings are not directly comparable.This refers to:

A)Market transparency
B)Service heterogeneity
C)Service consistency
D)Intangibility
E)Perishability

Question 17

Many services are ________,in that they are not tied to any specific location.

A)independent
B)free-wheeling
C)informal
D)unattached
E)footloose

Question 18

The close interaction with customers also points to the fact that services often are ________.

A)standardized
B)mass produced
C)homogeneous
D)uniform
E)custom-made

Question 19

Even in the least developed countries,services typically contribute at least _________ percent of GDP.

A)20
B)30
C)45
D)60
E)75

Question 20

________ refers to availability of full disclosure and information about key market factors such as supply,demand,quality,service,and prices.

A)Market transparency
B)Service heterogeneity
C)Service consistency
D)Intangibility
E)Perishability

Question 21

A new type of business which requires some time to get started is known as a(n)________.

A)start-up short circuit
B)newborn business
C)baby steps
D)childcare industry
E) infant industry

Question 22

In the early 1960s,the auto industry in Japan was just getting started.The auto industry in Japan at that time could be considered a(n)________.

A)start-up short circuit
B)newborn business
C)baby steps
D)childless industry
E) infant industry

Question 23

In Japan,pharmaceuticals cannot be sold outside of a licensed pharmacy.Similarly,travel arrangements can only be made within a registered travel office and banking can only be done during banking hours.As a result,innovations offered by today's communications technology cannot be brought to bear in these industries.This represents the inconvenience of ________.

A)discriminatory regulations
B)nondiscriminatory regulations
C)deregulations
D)government regulations
E)national securities

Question 24

The ability of a nation to protect its internal values from external threats is known as ________.

A)deregulation
B)national security
C)economic security
D)government regulation
E) cost of communication

Question 25

Services that are provided in underwriting,risk evaluation,and operations are referred to as ________ services.

A)insurance
B)engineering
C)communication
D)teaching
E)consulting

Question 26

The trip abroad of a consultant for business purposes may be hard to track and measure.This represents a(n)________ problem in the service trade.

A)global regulation
B)data collection
C)e-commerce
D)engineering
E)transparency

Question 27

Global obstacles to service trade can be categorized into two major types:

A)Inadequate capital and poor international management
B)Poor international management and barriers to entry
C)Problems in performing services abroad and inadequate capital
D)Poor international management and problems in performing services abroad
E)Barriers to entry and problems in performing services abroad

Question 28

The 1984 ________ of the U.S.telecommunication giant AT&T gave rise to the deregulation of Japan's telecommunication monopoly NT&T in 1985.

A)discriminatory regulation
B)economic support
C)nationalization
D)deregulation
E)civil rights violation

Question 29

A legally enforceable pact among WTO participants that covers trade and investments in the services sector is called the ________.

A)North American Free Trade Agreement
B)General Agreement on Trade in Services
C)Federal Trade Commission Act
D)Uniform Secret Tariffs Act
E)Uniform Trade Practices Act

Question 30

Regulations that impose larger operating costs on foreign service providers than on local competitors,that provide subsidies to local firms only,or that deny competitive opportunities to foreign suppliers are called ________.

A)discriminatory regulations
B)nondiscriminatory regulations
C)deregulations
D)government goof-ups
E)national securities

Question 31

Inference in the marketplace by governments is called ________.

A)discriminatory regulation
B)economic security
C)national security
D)deregulation
E)government regulation

Question 32

Of the following,which is true of deregulatory efforts?

A)Deregulatory efforts have fostered new competition and new competitive practices.
B)Deregulatory efforts have led to decreased competition and decreased competitive practices.
C)Deregulatory efforts have fostered new competition and decreased competitive practices.
D)Deregulatory efforts have led to decreased competition and increased competitive practices.
E)None of these are true.

Question 33

Rules which do not differentiate between domestic and foreign firms are known as ________.

A)discriminatory regulations
B)nondiscriminatory regulations
C)deregulations
D)government regulations
E)national securities

Question 34

Services that are provided in the areas of construction,design,and engineering are called ________ services.

A)insurance
B)engineering
C)communication
D)teaching
E)consulting

Question 35

Of the following,which is NOT true of services and e-commerce?

A)E-commerce has drastically increased the meaning of distance.
B)E-commerce makes it increasingly easy for companies to appeal to a global marketplace.
C)The introduction of the Internet has occurred at different rates in different countries.
D)There are many businesses and consumers who do not have access to electronic business media.
E)The language of the Internet is English.

Question 36

Technology has sharply reduced ________.

A)the number of insurance services
B)the number of engineering companies
C)the cost of communication
D)service consistency
E)market transparency

Question 37

________ refers to removal of government interference.

A)Discriminatory regulation
B)Economic security
C)National security
D)Deregulation
E)Government regulation

Question 38

________ refers to perception of a business activity as having an effect on a country's financial resources,often used to restrict competition from firms outside the country.

A)Deregulation
B)National security
C)Economic security
D)Government regulation
E) Cost of communication

Question 39

The language of the Internet is ________.

A)Spanish
B)Japanese
C)English
D)French
E)Italian

Question 40

Sarah is very knowledgeable in training and motivation as well as in the instruction of operational,managerial,and theoretical issues.Sarah provides a(n)________ service.

A)insurance
B)engineering
C)communication
D)teaching
E)consulting

Question 41

The language of the Internet is Spanish.

Question 42

The economic benefit of money spent in a country or region by travelers from outside the area is called ________.

A)sightseeing
B)tourism
C)vacation
D)holiday
E)retreat

Question 43

Services tend to be more intangible,personalized,and custom-made than goods.

Question 44

Due to the growth of corporate web sites,some firms can quickly become unplanned participants in the international market.

Question 45

As the number of online vendors has exploded in recent years,offering a superior product guarantees a competitive edge.

Question 46

Services that are provided in the areas of videotext,home banking,and home shipping are called communication services.

Question 47

Consumers of medical services in the developed world have started to look to exotic destinations like Brazil and Thailand in search of high-quality healthcare at a fraction of the cost.

Question 48

Some firms do not perceive their existing competitive advantage in the international service arena.

Question 49

Which of the following is NOT an example of a service directed at physical possessions?

A)Freight transportation
B)Healthcare
C)Refueling
D)Landscaping
E)Dry cleaning

Question 50

Services always complement goods.

Question 51

Services have to come in unison with goods.

Question 52

Because services cannot be stored,much greater responsiveness to ________ must exist.

A)transparency
B)perishability
C)supply chains
D)demand fluctuation
E)channel designs

Question 53

Only a limited segment of the total range of U.S.services is sold internationally.

Question 54

Service exporters have ________ ways to gain credibility abroad.

A)two
B)three
C)four
D)five
E)six

Question 55

It is relatively easy to collect valid,reliable data on the service trade.

Question 56

The Federal Trade Commission Act was the first multinational,legally enforceable agreement covering trade and investment in the services sector.

Question 57

Due to their nature,services are difficult to inventory.

Question 58

The unique dimensions of services exist in both international and domestic settings,but their impact has greater importance for the domestic manager.

Question 59

Buyers have more difficulty observing and evaluating goods than services.

Question 60

Services that are provided in the area of management expertise on such issues as transportation,logistics,and politics are known as ________ services.

A)insurance
B)engineering
C)communication
D)teaching
E)consulting

Question 61

Interference in the marketplace by governments is called ________.

Question 62

The spread of influenza A (H1N1)around the world had a palpable impact on the tourism industry.

Question 63

The maximum level at which a service provider is able to provide services to customers is known as ________.

Question 64

________ refers to uniform quality of service.

Question 65

World travel and tourism generated US$500 million in 2008.

Question 66

A new type of business which requires some time to get started is called a(n)________.

Question 67

Service exporters gain credibility abroad by cultivating a professional image through public appearances at international trade events or conferences.

Question 68

________ impose larger operating costs on foreign service providers than on local competitors,that provide subsidies to local firms only,or that dent competitive opportunities to foreign suppliers.

Question 69

________ refers to the ability of a nation to protect its internal values from external threats.

Question 70

________ refers to susceptibility to deterioration; the characteristic of services that makes them difficult to store.

Question 71

To be successful in the international service offering,the manager must first determine whether the service will be aimed at people or at things and whether the service act in itself will result in tangible or intangible actions.

Question 72

Rules which do not differentiate between domestic and foreign firms all affected alike are called ________.

Question 73

For services that are delivered mainly in support of or in conjunction with goods,the most sensible approach for the international novice is to follow the path of the service.

Question 74

Active participation of customers in the provision of services they consume is called ________.

Question 75

The removal of government interference is referred to as ________.

Question 76

________ refers to the difference from one delivery of a product to another delivery of the same product as a result of the inability to control the production and quality of the process.

Question 77

The cost of communicating electronically or by telephone with other locations is called ________.

Question 78

Availability of full disclosure and information about key market factors such as supply,demand,quality,service,and prices is known as ________.

Question 79

The inability to be seen,tasted,or touched in a conventional sense; the characteristic of services that most strongly differentiates them from products is referred to as ________.

Question 80

Perception of a business activity as having an effect on a country's financial resources,often used to restrict competition from firms outside the country is known as ________.