Question 1

Which of the following is a characteristic of a service?
A) The service is essentially tangible.
B) The service does not result in the ownership of anything.
C) The service's production is tied to a physical product.
D) Services are typically produced and consumed at different times.
E) A client's presence is not required for rendering a service.

Accepted Answer

Services are intangible, meaning they don't result in the ownership of a physical good.

Question 2

Service quality depends on who provides them, when and where they are provided, and to whom they are provided. Thus, services are highly ________.
A) inseparable
B) tangible
C) variable
D) perishable
E) intangible

Accepted Answer

Service quality is highly variable as it depends on various factors like who provides them, when and where they are provided, and to whom they are provided. Due to these factors, service quality can vary from person to person and even from one time to the next.

Question 3

The private non-profit sector is a provider of services.

Accepted Answer

The private non-profit sector includes organizations that are established for purposes other than making a profit, such as providing services to the community. Examples of private non-profit organizations include charities, educational institutions, and hospitals.

Question 4

The fact that services are typically produced and consumed simultaneously is known as the ________ aspect of services.
A) perishability
B) intangibility
C) heterogeneity
D) inseparability
E) variability

Accepted Answer

The fact that services are typically produced and consumed simultaneously is known as the inseparability aspect of services. This means that the service provider and the customer are present during the production and consumption of the service, and the quality of the service depends on the interactions between them.

Question 5

Which of the following is True regarding services?
A) Services are typically produced, stored, and then consumed.
B) Services are generally low in experience and credence qualities.
C) Service providers develop similar marketing programs for personal services and business services.
D) There is less risk associated with the purchase of services than with the purchase of goods.
E) Provider-client interaction is a special feature of services marketing.

Accepted Answer

Provider-client interaction is a special feature of services marketing. Unlike goods, which are typically produced and consumed in isolation, services are often produced and consumed at the same time, with the provider and client interacting directly. This interaction is an important aspect of the service experience, and can influence the client's satisfaction and willingness to purchase the service again in the future.

Question 6

Services high in ________ qualities have characteristics that the buyer can evaluate after purchase.
A) privacy
B) experience
C) credence
D) search
E) stock

Accepted Answer

Experience qualities are those aspects of a service that can be evaluated only after the service has been performed, unlike search qualities which can be evaluated before purchase.

Question 7

Bank customers try to reduce uncertainty by drawing inferences from the ________, such as the design of the building's exterior and interior, the layout of the desks, and the length of waiting lines.
A) people
B) symbols
C) equipment
D) place
E) communication material

Accepted Answer

Customers often use the physical environment or "place" of a service, like a bank, to infer service quality and reduce uncertainty. This includes the building's design, layout, and other physical cues.

Question 8

Which of the following is an example of a pure service?
A) air travel
B) psychotherapy
C) baby oil
D) a laptop
E) a restaurant meal

Accepted Answer

Psychotherapy is a pure service as it is intangible and does not result in ownership of any physical product. The other options involve a tangible product, such as a plane ride, bottle of baby oil, laptop, or a meal.

Question 9

Services high in ________ qualities have characteristics that the buyers can evaluate before purchase.
A) search
B) experience
C) credence
D) privacy
E) storing

Accepted Answer

Services high in search qualities are those where characteristics can be evaluated before purchase, allowing consumers to assess their quality or suitability prior to making a decision.

Question 10

The experience qualities of a good or service can be evaluated after purchase.

Accepted Answer

The experience qualities of a good or service can be evaluated after purchase, as they pertain to the customer's perception and satisfaction with the product or service after using it. This evaluation can help the company improve the product or service based on customer feedback.

Question 11

A service results in ownership on the part of the client.

Accepted Answer

A service provides temporary access to a resource or expertise but does not result in ownership on the part of the client. Ownership remains with the provider.

Question 12

Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are bought. This characteristic of services is known as ________.
A) inseparability
B) intangibility
C) variability
D) perishability
E) heterogeneity

Accepted Answer

The characteristic mentioned in the question is intangibility, which refers to the fact that services cannot be perceived through the five senses before purchase.

Question 13

All services require the client to be present.

Accepted Answer

Many services, such as online consulting, digital marketing, and cloud-based services, do not require the client to be physically present.

Question 14

Which of the following will help a service provider overcome the limits imposed by the inseparability of services?
A) using differential pricing
B) working with larger customer groups
C) providing complementary services
D) concentrating on physical evidence and presentation
E) standardizing the service process

Accepted Answer

The answer of Which of the following will help a...

Question 15

To which of the following categories of services does a cell phone belong?
A) major service with accompanying minor services
B) major service with accompanying minor goods
C) pure service
D) pure tangible good
E) tangible good with accompanying services

Accepted Answer

A cell phone is a tangible good that is accompanied by services such as a phone plan, customer support, and software updates. Therefore, it falls under the category of a tangible good with accompanying services.

Question 16

A brand that is action-oriented and causes consumers to engage in physical actions appeals to the ________ dimension of brand experience.
A) sensory
B) affective
C) behavioral
D) intellectual
E) social

Accepted Answer

The behavioral dimension of brand experience pertains to the actions and behaviors that a brand elicits from consumers. Brands that encourage physical actions, such as Nike with its "Just Do It" slogan and active lifestyle campaigns, appeal to this dimension.

Question 17

A pure service requires a capital-intensive good, but the primary item is a service.

Accepted Answer

A pure service primarily involves the provision of services rather than goods, and does not necessarily require a capital-intensive good to be delivered.

Question 18

Jake had an appointment at the doctor's office, but couldn't make it on time due to traffic. By the time he arrived, the doctor had already begun with the next patient. This illustrates the ________ of services.
A) variability
B) heterogeneity
C) perishability
D) intangibility
E) homogeneity

Accepted Answer

The fact that the doctor's appointment cannot be stored or returned due to the fact that it has a specific time frame to be fulfilled points to the perishability of services. The other options (variability, heterogeneity, intangibility, and homogeneity) do not accurately describe the situation in the scenario given.

Question 19

Services high in ________ qualities are those services that have characteristics that the buyer normally finds hard to evaluate even after consumption.
A) trial
B) search
C) experience
D) privacy
E) credence

Accepted Answer

Services high in credence qualities are those services where the consumer has difficulty in evaluating the quality of the service even after consuming it. These services are mostly dependent on the skills, knowledge, and honesty of the service provider. Examples of such services include healthcare services, legal services, and financial services. In contrast, services with search qualities can be easily evaluated before purchase, and services with experience qualities can be evaluated during or after consumption.

Question 20

The Caesar Park Hotel generally caters to business customers during the week, so weekends are relatively quiet. The hotel has decided to promote mini-vacation weekends for non-business customers as well. What is the Caesar Park Hotel trying to do?
A) It is implementing premium pricing.
B) It is trying to cultivate nonpeak demand.
C) It is promoting complementary services.
D) It is putting reservation systems in place.
E) It is implementing differential pricing.

Accepted Answer

The hotel is trying to cultivate non-peak demand by promoting mini-vacation weekends for non-business customers. This means they are trying to attract customers during the traditionally quiet times to increase occupancy and revenue.

Quiz 10: Designing and Managing Services

Which of the following is a characteristic of a service?

Service quality depends on who provides them, when and where they are provided, and to whom they are provided. Thus, services are highly ________.

The private non-profit sector is a provider of services.

The fact that services are typically produced and consumed simultaneously is known as the ________ aspect of services.

Which of the following is True regarding services?

Services high in ________ qualities have characteristics that the buyer can evaluate after purchase.

Bank customers try to reduce uncertainty by drawing inferences from the ________, such as the design of the building's exterior and interior, the layout of the desks, and the length of waiting lines.

Which of the following is an example of a pure service?

Services high in ________ qualities have characteristics that the buyers can evaluate before purchase.

The experience qualities of a good or service can be evaluated after purchase.

A service results in ownership on the part of the client.

Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are bought. This characteristic of services is known as ________.

All services require the client to be present.

Which of the following will help a service provider overcome the limits imposed by the inseparability of services?

To which of the following categories of services does a cell phone belong?

A brand that is action-oriented and causes consumers to engage in physical actions appeals to the ________ dimension of brand experience.

A pure service requires a capital-intensive good, but the primary item is a service.

Jake had an appointment at the doctor's office, but couldn't make it on time due to traffic. By the time he arrived, the doctor had already begun with the next patient. This illustrates the ________ of services.

Services high in ________ qualities are those services that have characteristics that the buyer normally finds hard to evaluate even after consumption.

The Caesar Park Hotel generally caters to business customers during the week, so weekends are relatively quiet. The hotel has decided to promote mini-vacation weekends for non-business customers as well. What is the Caesar Park Hotel trying to do?