Question 1

By allowing employees to spend up to $2,500 to compensate guests for certain inconveniences,Marriott is empowering its employees to quickly recover from critical incidents.

Accepted Answer

Marriott's policy of allowing employees to spend up to $2,500 to compensate guests for certain inconveniences empowers employees to quickly recover from critical incidents.

Question 2

A tanning salon is an example of a people- based service.

Accepted Answer

The answer of A tanning salon is an example of...

Question 3

In the future,global deregulation will likely affect the delivery of services of banks and other financial service industries by reducing competition.

Accepted Answer

Global deregulation would likely increase competition in the banking and financial services industry, as more players enter the market and regulations are lifted.

Question 4

One augmented service of having a dog care professional shampoo your dog is the removal of the dog's unpleasant smell.

Accepted Answer

The answer of One augmented service of having a dog...

Question 5

A consumer would most likely use search qualities to evaluate services such as dancing lessons,cooking classes,and a consultation visit with a physician.

Accepted Answer

The answer of A consumer would most likely use search...

Question 6

The pure selling approach in marketing is exclusively associated with tangible items.

Accepted Answer

The pure selling approach in marketing can be applied to both tangible items and intangible services, focusing on sales techniques rather than the nature of the product.

Question 7

An ad inviting businesses to locate manufacturing plants in Missouri is an example of place marketing.

Accepted Answer

Place marketing involves promoting a location to attract businesses, tourists, or residents, and an ad inviting businesses to Missouri fits this definition.

Question 8

Companies should identify critical incidents so they can plan how to recover before a problem even occurs.

Accepted Answer

By identifying critical incidents, companies can proactively prepare and develop contingency plans to prevent or mitigate potential risks and disruptions. This proactive approach can minimize the impact of such incidents on business operations and ensure the continuity of service to customers.

Question 9

A package delivery company sells intangibles to its customers.

Accepted Answer

A package delivery company sells services and solutions, which are intangibles, to its customers, such as shipping, tracking, and insurance.

Question 10

Service organizations and product manufacturers use different methods to develop marketing strategies.

Accepted Answer

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Question 11

The importance of people- based services has been declining in the American economy.

Accepted Answer

The importance of people-based services has been increasing in the American economy. Industries such as healthcare, education, and hospitality heavily rely on people-based services.

Question 12

Capacity management primarily deals with the intangibility characteristic of services.

Accepted Answer

Capacity management deals with the ability to meet the demand for services by adjusting the capacity of service systems, including physical resources and personnel, to optimize resource utilization and meet service level targets. While intangibility is a characteristic of services, capacity management considers all aspects of service delivery, including tangible and intangible factors.

Question 13

To implement the market fulfillment approach,an agent would first identify a client and then identify an unmet need in the market that client could fulfill.

Accepted Answer

The market fulfillment approach typically starts with identifying an unmet need in the market and then finding or creating a client who can fulfill that need, not the other way around.

Question 14

Customers whose complaints are resolved quickly are no more likely to buy from the same company again than are customers whose complaints are resolved slowly.

Accepted Answer

Customers whose complaints are resolved quickly are more likely to remain loyal and buy from the same company again, as quick resolution often leads to higher satisfaction levels.

Question 15

A consumer would be more likely to use experience qualities than credence qualities to evaluate the services offered by a weight loss center.

Accepted Answer

Experience qualities can be evaluated through personal experiences or observations, such as the ambiance, staff behavior, and overall satisfaction with the services. On the other hand, credence qualities are difficult or impossible to evaluate, such as the accuracy of medical diagnoses or the effectiveness of certain treatments, and require a certain level of trust in the service provider. As weight loss centers typically offer tangible services and experiences, consumers are more likely to use experience qualities to evaluate them.

Question 16

Disintermediation eliminates the need for customers to interact with salespeople.

Accepted Answer

Disintermediation cuts out intermediaries or middlemen, but it does not eliminate the need for customers to interact with salespeople. Customers may still need to contact salespeople for product information, support, or other concerns.

Question 17

Using the product improvement approach,a marketer would focus on proactively changing the environment to meet the qualifications or offerings of the person.

Accepted Answer

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Question 18

Service companies that create effective Web sites allowing customers to access services on- line do not need to provide ways for customers to have personal contact with salespeople.

Accepted Answer

While effective websites can enhance customer experience, personal contact with salespeople is still important for addressing complex inquiries, building relationships, and providing personalized service.

Question 19

Gap analysis does not involve evaluating management perceptions.

Accepted Answer

Gap analysis involves evaluating the difference between current performance and desired performance. Management perceptions may be taken into account, but they are not the sole focus of gap analysis.

Question 20

Fashion designer Oscar Renta reverting to his old family name of de la Renta because it sounded more elegant is an example of the product improvement approach.

Accepted Answer

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Quiz 10: Services and Other Intangibles: Marketing the Product That Isnt There