Question 1

All of the following are elements of the inseparability characteristic of services except that

Accepted Answer

The statement "services are easy to standardize and control" is not a correct element of the inseparability characteristic of services. In fact, services are difficult to standardize and control due to their variability and dependence on the human element of production and consumption. The other statements are correct elements of inseparability, such as the involvement of consumers in production, simultaneous production and consumption, and the requirement for the customer to be present for many services.

Question 2

Because practically all marketers provide some services, ____ typically do not exist in today's business environment.

Accepted Answer

Pure goods typically do not exist in today's business environment because most products come with some level of service, making it rare to find a product that is purely a good without any service component.

Question 3

The continuum of tangibility goes from ____ on one end to ____ on the other end.

Accepted Answer

The answer of The continuum of tangibility goes from ____...

Question 4

The intangibility aspect of a service means that

Accepted Answer

The intangibility aspect of a service means that consumers may have difficulty evaluating service offerings because they cannot see or touch the service before purchasing it. This creates a challenge for service providers to demonstrate the quality and value of their services to potential customers.

Question 5

Maria asks Glenda what housecleaning service she would recommend in Oakview. Glenda responds that Pristine Cleaning is great if you can be assured that Janice will be the person assigned to your house. Glenda's recommendation addresses which of the following service features?

Accepted Answer

Glenda's recommendation addresses heterogeneity, which refers to the variability in service quality depending on who provides the service. She specifically mentions that the quality is great if Janice is the one assigned, indicating variability based on the service provider.

Question 6

The fact that the first massage Gretchen gives each day is better than the last massage demonstrates the ____ of services.

Accepted Answer

Heterogeneity refers to the variability of services due to differences in the people providing the service, the methods used to provide the service, and the circumstances under which the service is provided. The fact that Gretchen's first massage is better than her last suggests that there is some variability in the quality of her services, which is a characteristic of heterogeneity. The other options (customer contact aspect, intangibility, inseparability, and perishability) do not directly apply to this scenario.

Question 7

H&R Block, a major tax preparation firm, reported having a problem with its employees being inconsistent in the filing of returns. The firm is experiencing a problem with which of the following characteristics of the service offering?

Accepted Answer

The problem of inconsistency in filing tax returns is related to the heterogeneity characteristic of the service offering. Heterogeneity refers to the variability in the performance of the service, which is often caused by differences in the skills and abilities of the employees delivering the service. In this case, the inconsistency in the employees' performance is leading to variations in the quality of the service, resulting in a challenge for H&R Block to maintain consistency in its service offering.

Question 8

The fact the services cannot be inventoried and then sold at a later date is called

Accepted Answer

Perishability refers to the fact that services cannot be stored and sold later. Once a service opportunity is missed or unused, it cannot be recovered or sold at a later time.

Question 9

Services delivered through machinery such as computer kiosks, ATMs, and vending machines can reduce the ____ that comes from increased contact with human employees.

Accepted Answer

Heterogeneity in services refers to the variability in service quality that can occur from one service encounter to the next, often due to the human element involved in service delivery. Using machinery like ATMs or vending machines can reduce this variability by standardizing the service experience, thus reducing heterogeneity.

Question 10

Personal trainers cannot complete their work without their clients present because of the ____ feature of services.

Accepted Answer

The concept of inseparability in services means that they cannot be separated from their provider. In the case of personal trainers, they cannot provide their service without their clients being present, making it a prime example of inseparability in services. The other options (perishability, intangibility, heterogeneity, and tangibility) do not fully apply to this scenario.

Question 11

The more ____ involved with delivering a service, the greater the degree of heterogeneity.

Accepted Answer

Human labor refers to the involvement of people in delivering a service, and as humans have unique abilities and traits, there is a greater chance of heterogeneity or variability in the service offered. Mechanical efforts, phone contact, perishability, and tangibility may or may not contribute to heterogeneity, depending on their context, so they are not the best choices.

Question 12

Because of a service's ____, standardization and quality are difficult to control.

Accepted Answer

Heterogeneity refers to the variability in the quality and consistency of services due to their inherent nature of being performed by people, who have different skills, attitudes, and experience. As a result, it is difficult to control and standardize the quality of services. The other options, such as intangibility, inseparability, homogeneity, and perishability refer to other aspects of services that affect their marketing and operations, but not necessarily their standardization and quality control.

Question 13

What should marketers do to promote the consistency and reliability of their services most effectively?

Accepted Answer

By training employees and developing standard procedures for dealing with customers, marketers can ensure that their services are consistently delivered with reliability. This will help in creating a positive reputation of the brand, which will, in turn, encourage more customers to use the service. Limiting the number of employees may not be practical, and encouraging creativity in problem-solving may lead to inconsistency in service delivery. Performing as much service as possible before the customer arrives may not always be feasible. Requiring employees to be happy and shining all day long is not a practical solution either.

Question 14

Services have six basic characteristics: intangibility, inseparability of production and consumption, perishability, client-based relationships, customer contact, and

Accepted Answer

Services are heterogeneous, meaning they can vary in quality and are not uniform, unlike products which can be standardized.

Question 15

Hair stylists find it challenging to standardize their service because the customer must be involved in production (i.e., the haircut). This illustrates which of the following unique features of services?

Accepted Answer

Inseparability refers to the fact that the customer is involved in the production process of the service and cannot be separated from it. This makes it challenging to standardize the service, as the customer's actions and preferences are unique.

Question 16

Which of the following services falls closest to the middle of the tangibility continuum?

Accepted Answer

Dinner at the Olive Garden is a service that involves some tangibility (food and drink), but also includes intangible aspects such as atmosphere and customer service. It falls in the middle of the tangibility continuum between completely intangible services like college education and completely tangible products like a custom built yacht.

Question 17

Many services base their success on building a group of satisfied customers who use their services on a regular basis over long periods of time. This critical component of success is referred to as

Accepted Answer

Client-based relationships refer to the strategy of developing long-term relationships with customers, ensuring their satisfaction and loyalty, which is crucial for the success of many service-based businesses.

Question 18

Lashawna is a concert promoter who works for singer Kanye West. She works very hard to make sure most of Kanye's concerts are sold out because she understands the concept of perishability, which means

Accepted Answer

Perishability refers to the fact that once a concert has passed, the opportunity to sell tickets and fill seats is gone forever. Empty seats cannot be sold again, which means that concert promoters like Lashawna must work hard to ensure that events are well-attended in order to maximize revenue.

Question 19

According to your text, one perspective from which to view services is as a ____ targeted at a(n) ____.

Accepted Answer

The text specifically uses the example of a "performance" and "audience" to illustrate the perspective of viewing services.

Question 20

Saresh owns the Change-ezz, a salon specializing in the unique hair needs of minority populations. Recently, Saresh has been trying to improve the quality of service received by his customers. However, he has experienced difficulty in finding ways to standardize and control the salon's quality of service. Saresh's problem illustrates which of the following unique features of service?

Accepted Answer

Heterogeneity is the unique feature of service that Saresh's problem illustrates. Heterogeneity refers to the variation and lack of consistency in the delivery of services, which makes it difficult to standardize and control the quality of service. As Change-ezz specializes in hair needs of minority populations, the diverse nature of customers adds to the heterogeneity of service.

Quiz 13: Services Marketing