Question 1

The fact the services cannot be inventoried and then sold at a later date is called
A) intangibility.
B) heterogeneity.
C) inseparability.
D) perishability.
E) nonstorability.

Accepted Answer

Perishability refers to the fact that services cannot be inventoried and sold at a later date.

Question 2

How does the promotion of services differ from the promotion of goods?

Accepted Answer

The answer of How does the promotion of services differ...

Question 3

In what ways do perishability and intangibility affect the pricing of services?

Accepted Answer

The answer of In what ways do perishability and intangibility...

Question 4

All of the following are elements of the inseparability characteristic of services except that
A) consumers are involved in production.
B) centralized mass production is difficult.
C) consumption and production are simultaneous.
D) many services cannot be performed without the customer being present.
E) services are easy to standardize and control.

Accepted Answer

The statement "services are easy to standardize and control" is false and contradicts the inseparability characteristic of services. Services are often customized to meet each individual customer's needs and cannot be easily standardized.

Question 5

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?
A) Intangibility
B) Inseparability
C) Perishability
D) Heterogeneity
E) Homogeneity

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 6

Because practically all marketers provide some services, ____ typically do not exist in today's business environment.
A) pure goods
B) pure services
C) customer services
D) service products
E) tangible-dominant products

Accepted Answer

Practically all marketers provide some services, so pure goods (products that do not include any services) typically do not exist in today's business environment.

Question 7

Jason Robinson, a dentist, finds that he is not bringing in enough revenue to cover his expenses. He would like to schedule more patients, but he finds that in almost every time slot, he is seeing an existing patient. Jason's difficulty in expanding his practice involves the aspect of service called
A) slotting.
B) perishability.
C) credence.
D) inseparability.
E) heterogeneity.

Accepted Answer

Jason's difficulty in expanding his practice is related to the inseparability aspect of service. Since dental procedures require the dentist's physical presence, it becomes challenging to schedule new patients when the existing patients are taking up all the available slots. Inseparability means that the service provider and the service cannot be separated, which is the case with dental services.

Question 8

The fact that the first massage Gretchen gives each day is better than the last massage demonstrates the ____ of services.
A) heterogeneity
B) customer contact aspect
C) intangibility
D) inseparability
E) perishability

Accepted Answer

Heterogeneity refers to the variability of services due to the involvement of humans in the production process. Gretchen's ability to give a better massage in the beginning of the day could be due to factors such as her energy level or the amount of rest she had the previous night, which leads to variability in the service.

Question 9

Which of the following services falls closest to the middle of the tangibility continuum?
A) College education
B) Dinner at the Olive Garden
C) A new Ford Escape
D) A custom built yacht
E) A trip to Brazil

Accepted Answer

Dinner at the Olive Garden falls closest to the middle of the tangibility continuum because it is a service that is partially tangible (the food) but also has intangible aspects such as the dining experience, ambiance, and service. College education and a custom built yacht would be at opposite ends of the continuum, with education being highly intangible and the yacht being highly tangible. A new Ford Escape would be more tangible than dinner at the Olive Garden, but still less tangible than a custom built yacht. A trip to Brazil would also include some tangible components (such as transportation and lodging), but would still be mostly intangible (such as the experience of seeing new sights and cultures).

Question 10

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
A) because the concert is not tangible, customers will have a difficult time judging its quality in advance.
B) the production of the concert and the consumption of the concert by the fans cannot be separated so tickets must be sold.
C) a high level of interaction will exist between the customers and the musicians, which makes the customers' presence necessary.
D) that if the tickets are not sold, seats will remain empty and they can never be sold to anyone again.
E) that each concert is different and customers will miss a unique experience if they are not present at the concert.

Accepted Answer

Perishability refers to the fact that if a product or service is not consumed within a certain time period, it cannot be stored or sold in the future. With regards to concerts, if tickets are not sold, seats will remain empty and they cannot be sold to anyone else in the future. This is why Lashawna works hard to make sure most of Kanye's concerts are sold out.

Question 11

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?
A) Intangibility
B) Inseparability
C) Perishability
D) Heterogeneity
E) Marketability

Accepted Answer

Saresh's difficulty in standardizing and controlling the quality of service is due to the heterogeneity, or variability, of services. This is a unique feature of services because they are often produced and delivered by people, who can vary in their skills, attitudes, and behaviors. Therefore, it can be hard to ensure consistent quality across different service encounters.

Question 12

The more ____ involved with delivering a service, the greater the degree of heterogeneity.
A) mechanical efforts
B) phone contact
C) perishability
D) tangibility
E) human labor

Accepted Answer

The involvement of human labor in delivering a service means that the service is more dependent on the skills, attributes, and attitudes of the employees. As a result, the variation in performance and outcomes is likely to be higher, leading to a greater degree of heterogeneity. Mechanical efforts, phone contact, perishability, and tangibility are less relevant factors in determining the heterogeneity of a service.

Question 13

What should marketers do to promote the consistency and reliability of their services most effectively?
A) Limit the number of employees in their organization
B) Train employees and develop standard procedures for dealing with customers
C) Encourage employees to be creative in solving customer issues and complaints
D) Perform as much of the service as possible before the customer arrives
E) Require employees to be shining, happy people all day long

Accepted Answer

By training employees and developing standard procedures, marketers can ensure that their services are being delivered consistently and reliably. Standard procedures help in maintaining consistency, and training employees on how to deal with various customers' needs can promote reliability.

Question 14

The continuum of tangibility goes from ____ on one end to ____ on the other end.
A) service-dominant products; good-dominant products
B) pure products; pure services
C) rational products; irrational products
D) mostly service goods; mostly product goods
E) easy to see; not easy to see

Accepted Answer

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

Question 15

Kate, owner of K's Tanning Salon, looks at the day's appointment schedule and notices that it is completely full. She wishes some of the empty tanning beds from earlier in the week were available on this Saturday afternoon. Kate's problem deals with the ____ characteristic of services.
A) credence
B) heterogeneity
C) perishability
D) search
E) inseparability

Accepted Answer

Kate's problem deals with the perishability characteristic of services because the tanning beds that were empty earlier in the week cannot be used now that the salon is fully booked. Perishability refers to the fact that services cannot be stored or saved for later use.

Question 16

Because of a service's ____, standardization and quality are difficult to control.
A) intangibility
B) inseparability
C) homogeneity
D) heterogeneity
E) perishability

Accepted Answer

Heterogeneity refers to the fact that services are often customized to meet the needs of individual customers, which makes standardization and quality control more difficult. Intangibility refers to the fact that services are not physical products, inseparability refers to the fact that services are often produced and consumed at the same time, homogeneity refers to the fact that services can be consistent in quality and delivery, and perishability refers to the fact that services cannot be stored or saved for later use.

Question 17

Explain how the characteristics of services affect the development and management of marketing mixes.

Accepted Answer

The answer of Explain how the characteristics of services affect...

Question 18

Personal trainers cannot complete their work without their clients present because of the ____ feature of services.
A) perishability
B) intangibility
C) inseparability
D) heterogeneity
E) tangibility

Accepted Answer

The term "inseparability" refers to the fact that services are produced and consumed simultaneously. Therefore, in the case of personal trainers, they cannot provide their services without the presence of their clients. This is because the personal trainer and the client are both necessary in order for the service to be completed.

Question 19

What specific marketing problems are experienced by a provider of high-contact services that are not experienced by a provider of low-contact services?

Accepted Answer

The answer of What specific marketing problems are experienced by...

Question 20

The intangibility aspect of a service means that
A) there is a lack of perceived quality compared to a tangible good.
B) unused capacity cannot be stockpiled or inventoried for later use.
C) consumers may have a problem evaluating service offerings.
D) services are not produced at the same time they are consumed.
E) services are not labor-intensive.

Accepted Answer

Intangibility means that services lack physical presence, making it difficult for consumers to evaluate and assess their quality. This is because services cannot be seen, tasted, touched, or smelled before they are purchased, unlike tangible goods. Therefore, customers have to rely on other cues, such as reputation, word-of-mouth, or other indicators of quality, when making purchasing decisions, which may increase their perceived risk and uncertainty.

Quiz 11: Developing and Managing Goods and Services

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

How does the promotion of services differ from the promotion of goods?

In what ways do perishability and intangibility affect the pricing of services?

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

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?

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

Jason Robinson, a dentist, finds that he is not bringing in enough revenue to cover his expenses. He would like to schedule more patients, but he finds that in almost every time slot, he is seeing an existing patient. Jason's difficulty in expanding his practice involves the aspect of service called

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

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

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

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

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

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

Kate, owner of K's Tanning Salon, looks at the day's appointment schedule and notices that it is completely full. She wishes some of the empty tanning beds from earlier in the week were available on this Saturday afternoon. Kate's problem deals with the ____ characteristic of services.

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

Explain how the characteristics of services affect the development and management of marketing mixes.

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

What specific marketing problems are experienced by a provider of high-contact services that are not experienced by a provider of low-contact services?

The intangibility aspect of a service means that