Question 1

A pure service,by definition,accompanies the sale of a physical product.

Accepted Answer

A pure service is a service that is not accompanied by the sale of a physical product. Examples of pure services include consulting, education, and healthcare.

Question 2

Process delegation services (PDS)represent those services where a manufacturer performs specific processes on behalf of the customer.

Accepted Answer

Process delegation services involve a manufacturer performing specific processes on behalf of the customer.

Question 3

Reliability,responsiveness,and empathy are all dimensions of service quality.

Accepted Answer

Reliability, responsiveness, and empathy are three of the five dimensions of service quality according to the SERVQUAL model developed by Parasuraman et al. in 1988. The other two dimensions are tangibles (appearance of physical facilities and equipment) and assurance (employees' knowledge and courtesy).

Question 4

Perishability of services may necessitate equating capacity with peak demand.

Accepted Answer

Perishability of services means that they cannot be stored or saved for future use. This necessitates that service providers must be able to accommodate peak demand and ensure that there is enough capacity to meet customer needs during high-demand periods. Failure to do so could result in lost revenue and dissatisfied customers.

Question 5

Product lifestyle services refer to services that facilitate the customer's access to a manufacturers product and ensure is functioning throughout the product's useful life..

Accepted Answer

Product lifestyle services are designed to help customers access a manufacturer's product and maintain its functionality throughout its useful life, including services such as installation, maintenance, repair, and replacement.

Question 6

The actual performance by the service provider is of little relevance compared to the customer's perception of the service.

Accepted Answer

Customer perception of the service ultimately shapes their satisfaction and loyalty towards the service provider, regardless of the actual performance. Thus, service providers need to prioritize understanding and meeting the expectations of their customers.

Question 7

Simultaneous production and consumption requires that the service be done "right."

Accepted Answer

Simultaneous production and consumption means that the service is being created and received by the customer at the same time. Therefore, it is crucial that the service is done "right" because any errors or mistakes cannot be corrected once the service has been consumed.

Question 8

Business-to-business service firms are more likely to emphasize transactional strategies as opposed to relationship strategies.

Accepted Answer

Business-to-business service firms typically emphasize relationship strategies as these involve building long-term partnerships with customers based on trust and mutual benefit, rather than simply completing transactions.

Question 9

The concept of tangibility helps the manager to focus clearly on the firm's total market offering.

Accepted Answer

Tangibility refers to the physical attributes of a product or service, and focusing on it can help the manager understand the firm's overall market offering, including its physical features, pricing, packaging, and branding.

Question 10

An emphasis on strict quality control standards is necessitated by service variability.

Accepted Answer

Service variability refers to the inconsistency of service performance due to factors such as human error, equipment failure, and environmental conditions. To maintain consistent service quality, strict quality control standards are required to ensure that all service interactions meet established expectations.

Question 11

Hybrid service offerings can be classified on the basis of whether the provider promises to perform a deed or to achieve a certain performance outcome.

Accepted Answer

Hybrid service offerings can be classified based on whether the provider promises to perform a deed or to achieve a certain performance outcome.

Question 12

Service quality encompasses the procedures,policies,and processes a firm uses to resolve customer service problems promptly and effectively.

Accepted Answer

The answer of Service quality encompasses the procedures,policies,and processes a...

Question 13

A solution-centered approach starts with the product and leads to a solution that satisfies customers.

Accepted Answer

The answer of A solution-centered approach starts with the product...

Question 14

The more labor-intensive the service,the less uniform will be the output.

Accepted Answer

This is because as services rely on human interaction and input, there is more room for variation depending on factors such as the skills of the provider, individual preferences of customers, and unique circumstances.

Question 15

Research suggests that among the service quality dimensions,responsiveness is most important to customers.

Accepted Answer

The answer of Research suggests that among the service quality...

Question 16

In the marketing of business services,items such as logos,uniforms,guarantees,and color schemes are examples of physical evidence of the actual service.

Accepted Answer

Physical evidence is any tangible element that can be used to prove that a service was delivered or consumed. Logos, uniforms, guarantees, and color schemes are all examples of physical evidence as they are visible indicators of the business service being offered.

Question 17

In order to effectively use a solutions perspective,business marketers need to define their unique capabilities and determine how to use them to help customers reduce costs,increase responsiveness,or improve quality.

Accepted Answer

Defining unique capabilities is a key step in using a solutions perspective to help customers achieve their goals. By understanding how their products or services can help customers reduce costs, increase responsiveness, or improve quality, business marketers can tailor their solutions to meet specific needs and create value for their clients.

Question 18

For services,capacity is a substitute for inventory.

Accepted Answer

Unlike in products where inventory plays a crucial role, in services, capacity can act as a substitute for inventory. This is because services are intangible, and it is not possible to store them in the same way that it is possible to store physical goods. Therefore, the capacity to provide services can be managed much like inventory in products, since it provides a resource that can be drawn on when needed.

Question 19

The service offer refers to the detailed service elements that will make up the total services package.

Accepted Answer

The service offer is a comprehensive list of the service elements that will comprise the total services package offered to customers. It describes exactly what services will be provided and how they will be provided.

Question 20

Planning capacity on the basis of peak demand is necessitated by service variability.

Accepted Answer

The answer of Planning capacity on the basis of peak...

Quiz 8: Managing Services for Business Markets