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Exam 12: The Marketing of Services

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Question 41

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Which of the following is true of service products?

A) Service products are often difficult to identify.
B) When service products are totally intangible, they are not instantly perishable.
C) Service products are composed of intangible elements which are separable.
D) Service products have different titles.

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Question 42

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Which of the following explains the reason for the concentration on creation of time and place utility by service marketers?

A) Most services are often produced and marketed simultaneously.
B) The service encounter is distanced from the end benefit achieved.
C) Services cannot appeal to a buyer's sense of touch, taste, smell, sight or hearing.
D) The buyer is guaranteed the ownership of the service that can be used later or given to others.

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Question 43

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Which of the following refers to activities performed by sellers and others that accompany the sale of a product and that aid in its exchange or its utilization?

Which of the following explains the reason that the definition of what constitutes good service quality is difficult?

Service _____ refers to the consistency and dependability of the service performance.

ROI Incorporation,which deals in financial services,employs individuals and trains them intensively for a month.The training sessions include enhancing their knowledge of various financial services in the market,the changing situations of the stock market,and the fast-moving business environment.The employees are also trained on how to reach their targets of selling financial services.These steps taken by the firm in training new employees imply that the firm focuses on:

Off-peak pricing:

Which of the following is true of service quality?

Service products that are totally intangible:

As part of a firm's quality program,properly performed _____ research can yield a wealth of strategic information about customers,the sponsoring company and competitors.

Harry took a series of classes to learn how to play the clarinet and the saxophone from a music school that teaches the art at different levels to interested individuals.When he completed the course,he was given a certificate of completion to:

PQR Bank Ltd.changed its operations by introducing many benefits to its customers such as free ATM transactions and credit cards without charging any fee.The bank also offered lower monthly minimum required balances to senior citizens.This implies that PQR Bank Ltd.is:

Which of the following is true of inseparable services?

A&Z Associates Inc.,an accounting firm,lost its clients to other firms that used the latest technology and software to specialize in separate tasks such as payroll,tax preparations,etc.This implies that the accounting firm:

What is meant by "significant modeling by managers?"

Which of the following refers to responsiveness?

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

Which of the following is true regarding the aspects of customer satisfaction measurement according to the research conducted?

The service challenge is the quest to:

The nurses at Hawthorne Hospital are trained to greet patients cheerfully and maintain good eye contact with them.They are also taught to treat patients in a kind manner and provide them with assistance without hesitation.Which of the following critical components of internal marketing is represented in this scenario?