Question 1

Airlines use load factor as a ________ measure on their marketing dashboards.

Accepted Answer

Load factor is a measure of capacity management as it indicates how efficiently an airline is filling its available seats.

Question 2

Many of the changes in the services industry in the future will be driven by which of these factors?

Accepted Answer

Sustainability is a major factor driving changes in the services industry, as businesses increasingly focus on reducing their environmental impact and meeting the needs of socially conscious consumers.

Question 3

An airline's load factor refers to

Accepted Answer

The load factor is a measure of how efficiently an airline fills seats and generates revenue, calculated as the percentage of available seat miles (ASMs) occupied by paying passengers.

Question 4

Integrating the service component of the marketing mix with efforts to influence consumer demand is referred to as

Accepted Answer

Capacity management involves aligning the service component with consumer demand to optimize resource utilization and customer satisfaction.

Question 5

Most services have a limited capacity due to the ________ of the service from the service provider and the perishable nature of the service.

Accepted Answer

Services are inseparable from their providers, meaning they are produced and consumed simultaneously, which limits capacity.

Question 6

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. The revenue generated by each seat flown one mile is

Accepted Answer

The yield represents the revenue generated per seat flown one mile, which is given as 9.83 cents.

Question 7

Capacity management refers to

Accepted Answer

The answer of Capacity management refers to
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Question 8

Assuming the following information in a capacity management report from a well-known carrier in the airline industry will not change in the near future, what actions would you recommend that the carrier take? The yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents.

Accepted Answer

The answer of Assuming the following information in a capacity...

Question 9

Giving unauthorized free products or services to customers to inflate their customer satisfaction levels is referred to as

Accepted Answer

Service sweethearting is the practice of giving unauthorized free products or services to customers to artificially boost customer satisfaction levels.

Question 10

The trend toward sustainability and "green" business practices has expanded to include many services as they strive to

Accepted Answer

The trend toward sustainability and "green" business practices involves shifting focus to the use of resources in a way that minimizes environmental impact and promotes conservation.

Question 11

________ is very important to the process aspect of services because it helps identify steps that will ultimately lead to better service creation and delivery processes.

Accepted Answer

A customer contact audit is important because it helps identify and analyze each point of interaction between the customer and the service provider, leading to improved service processes.

Question 12

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. From these details, the airline posted ________ per available seat flown one mile.

Accepted Answer

The answer of In a capacity management report from a...

Question 13

Airlines feature load factor as a capacity management measure on their marketing dashboards, along with two other measures: the operating expense per available seat flown one mile and the revenue generated by each seat flown one mile, called

Accepted Answer

Yield is the revenue generated by each seat flown one mile, which is a key performance indicator in the airline industry.

Question 14

What primary marketing metric does the LA Galaxy use to assess the impact of its marketing actions?

Accepted Answer

Ticket sales are a direct indicator of fan engagement and the effectiveness of marketing strategies in attracting audiences to games.

Question 15

The LA Galaxy's primary target market or "hard-core fans" is

Accepted Answer

The LA Galaxy's primary target market or "hard-core fans" is 18- to 34-year-old men.

Question 16

Service organizations must manage the availability of the offering, in part so that

Accepted Answer

Service organizations aim to match demand with capacity to ensure efficient use of resources and maintain customer satisfaction throughout the demand cycle.

Question 17

Marketers for the LA Galaxy market what basic product?

Accepted Answer

The basic product that marketers for the LA Galaxy market is a soccer game, as it is the core offering around which other elements like players, social experiences, and team performance are built.

Question 18

The key technological elements of future services include ________, autonomous vehicles, and the Internet of Things.

Accepted Answer

Artificial intelligence is a key technological element that, along with autonomous vehicles and the Internet of Things, is expected to shape future services.

Question 19

The key technological elements of future services include mobile communications and

Accepted Answer

The answer of The key technological elements of future services...

Question 20

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. From these details, the percentage of available seats flown one mile occupied by a paying customer is ________.

Accepted Answer

Load factor is the percentage of available seats flown one mile occupied by a paying customer.

Quiz 12: Services Marketing