Question 1

Rising demand for household services is a result of

Accepted Answer

As customer buying behavior evolves, there is an increased demand for convenience and time-saving services, leading to a rise in household services.

Question 2

ADP Canada offers human resources and payroll services to businesses. This service company falls into which primary service category?

Accepted Answer

ADP Canada offers human resources and payroll services to businesses, which falls under the primary service category of business assistance.

Question 3

Banks, software companies, advertising agencies, and food service businesses are examples of what industry sector?

Accepted Answer

These examples fall under the service industry, which includes businesses that provide services rather than goods.

Question 4

The advice offered by a financial planner cannot be seen, heard, or touched. This is an illustration of a service's

Accepted Answer

Financial planner's advice is intangible because it cannot be seen, heard, or touched, which is a key characteristic of services.

Question 5

Margaret will book an appointment at her regular hair salon only if her regular stylist is available. This is an example of

Accepted Answer

Inseparability refers to the fact that services are often produced and consumed simultaneously, and the presence of a specific service provider (like a regular stylist) is crucial for the consumer's satisfaction.

Question 6

The growing number of franchises and the training of franchisees have resulted in the consistent provision of services within an organization. Such a development is a response to the ________ of a service.

Accepted Answer

Franchises and training help reduce variability in quality, ensuring consistent service delivery across different locations.

Question 7

All Metropolitan Life insurance agents perform the same service, but how they approach and deal with their customers can vary dramatically. This difference demonstrates the ________ of a service.

Accepted Answer

The difference in how agents approach and deal with customers highlights the variability in quality, as services can differ based on who provides them and how they are delivered.

Question 8

When FedEx focuses on always meeting delivery deadlines, it is attempting to better communicate the ________ of its service.

Accepted Answer

Consistency refers to the reliability and dependability of a service, such as meeting delivery deadlines consistently.

Question 9

McDonald's prides itself on the quality, service, and value it offers the public. The organization works hard to train all employees on how to prepare and deliver food in a standardized way. Such a practice is a response to the ________ of a service.

Accepted Answer

Standardizing food preparation and delivery is a response to quality variability, ensuring consistent service quality across different locations and employees.

Question 10

In the fast-food business, service can be maintained at the same level during both fast and slow periods. This is accomplished by adjusting the supply of part-time labour. Such a practice is a response to the ________ of a service.

Accepted Answer

The practice of adjusting part-time labor to maintain service levels during varying demand periods is a response to the perishability of demand, as services cannot be stored for later use and must be consumed when demanded.

Question 11

A five-star hotel that offers discount rates during low occupancy periods is addressing

Accepted Answer

Hotels have a fixed number of rooms that cannot be stored for future use, so they offer discounts during low occupancy periods to manage the perishability of their service demand.

Question 12

FedEx's promise to deliver "when it absolutely, positively has to be there"is a good example of a firm addressing

Accepted Answer

The answer of FedEx's promise to deliver "when it absolutely,...

Question 13

The assistance given to an elderly passenger on a long flight will influence his or her

Accepted Answer

The assistance given to an elderly passenger on a long flight is likely to influence their attitude, as it pertains to their feelings or opinions about the experience.

Question 14

Because services are intangible, it is difficult for consumers to assess them when making purchase decisions. What is the implication of this for marketers?

Accepted Answer

Marketers need to express the value of the service in tangible terms to help consumers understand and assess the service, as services are inherently intangible.

Question 15

Seasonal demand for services, such as hotels, theme parks, and air travel, create operations management challenges for these service companies because of

Accepted Answer

Perishability of demand refers to the fact that services cannot be stored for later use, leading to challenges in managing fluctuating demand during different seasons.

Question 16

Establishing standards for professional services such as the CHRP designation for human resource professionals or the CPA designation for accountants attempts to resolve the uncertainty that clients of these professionals experience because of which service characteristic?

Accepted Answer

Establishing standards like CHRP or CPA helps to address the variability in quality by ensuring that professionals meet certain qualifications and adhere to consistent practices, reducing uncertainty for clients.

Question 17

Steve is the owner of a fine dining establishment in Vancouver. He makes a point of visiting each table during a meal to ensure his customers feel welcome and that their business is appreciated. Guests report that on evenings when Steve is not working, something is missing from their experience. They are commenting on the ________ of this service.

Accepted Answer

Inseparability refers to the fact that services are produced and consumed simultaneously, and the presence of the service provider (Steve) is integral to the customer's experience.

Question 18

A local restaurant has been receiving mixed reviews from its patrons. Meals prepared by the weekend chef are earning greater accolades than those of the weekday chef even though the dishes and menu are the same. It can be concluded that the restaurant is having difficulty with which service characteristic?

Accepted Answer

The difference in reviews despite the same menu suggests variability in the quality of meals, indicating an issue with quality variability.

Question 19

Golf course green fees are often lower in the early spring and late fall than during the peak season. This promotional strategy is an attempt to manage the ________ of this service.

Accepted Answer

This strategy addresses the perishability of demand, as golf courses cannot store unused tee times for future use. Lowering prices during off-peak times helps to attract more customers and manage demand fluctuations.

Question 20

Which of the following statements about the pricing of a service is true?

Accepted Answer

Prices for services can often be negotiated between a seller and buyer, allowing for flexibility based on various factors such as demand, competition, and specific client needs.

Quiz 10: Services and Not-For-Profit Marketing