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Exam 1: Introduction to Services

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Question 31

Multiple Choice

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The characteristic of a service that means that it cannot be seen,felt,tasted,or touched is:

A) Intangibility
B) Heterogeneity
C) Divisibility
D) Perishability
E) Compatibility

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Question 32

Multiple Choice

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In the simplest terms,_____ are deeds,processes,and performances.

A) Attributes
B) Experiences
C) Services
D) Goods
E) Benefits

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Question 33

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Yesterday,Mike went to the dentist for his 6-month check-up.Two weeks before he went to the dentist,he called the office to make an appointment.The day before his check-up,the office's receptionist called him to confirm his appointment.When Mike arrived at the office,he checked in with the receptionist and then waited in the waiting room for 15 minutes,reading a magazine,before being greeted by the dental hygienist,who escorted him to an examination room.The dentist entered the room,greeted Mike,examined Mike's teeth,took a set of x-rays and asked the dental hygienist to clean Mike's teeth.When his teeth were cleaned,the hygienist told Mike he should return in 6 months for another check-up.Mike experienced the _____ element of the dental office's services marketing mix.

Because of the _____ of services,service producers find themselves playing a role as part of the product itself and an essential ingredient in the service experience for the consumer.

Historically,the Japanese have had poor dental care.As part of their beauty regimen,the Japanese do have a habit of lightening and whitening their skin.Teethart has developed "tooth manicure" salons,which allow Japanese to match their teeth coloration to their skin.Each treatment takes place in a small booth,which contains an ergonomically-designed chair,muted lights,and New Age-style music.The walls are painted calming shade of blues and greens.Teethart uses the _____ element of its service to reduce stress associated with dental procedures.

A tax accountant may provide a different service experience to two different customers on the same day depending on their individual needs and personalities and on whether she is meeting with them when she is fresh in the morning or tired at the end of the day.This is an example of service _____________.

Which of the following statements about services is true?

Which of the following statements describes a marketing implication that results from the intangibility of services?

Which of the following is an intangible component of a car repair shop?

Salt,bricks,and paper clips are three examples of tangible dominant products.

Which of the following statements describes a marketing implication that results from the intangibility of services?

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services?

A primary issue that marketers face in relation to service perishability is ensuring service quality over time.

On a recent visit to The Home Depot store,a sales associate greeted Madison when she entered the store,helped her locate the items she needed to repair her gutters and suggested how she could prevent gutter problems in the future.The assistance provided by the sales associate illustrates the ______ of services.

Which of the following is an example of the people element of an airline company's services marketing mix?

Which of the following is NOT an element of the traditional marketing mix?

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Which of the following is an example of a tangible component provided by a hotel?

The Offshore Sailing School in Jersey City,New Jersey,offers a basic sailing course,which takes place in three days over two weekends,for $495.Students enrolled in the course attend classroom sessions that cover the theory and technology of sailing and receive hands-on sailing instructions in the water that introduces them to all fundamental sailing skills.Student participation in the Offshore Sailing School's classroom sessions and hands-on sailing instructions illustrates the _____ characteristic of services.

The core offerings of hospitals,hotels,and banks are primarily deeds and performances and therefore are_________________.