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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 the critical role of new service development?

A) Service development does not facilitate the separation of services from the producer.
B) The new service development does not encourage use of intermediaries as services cannot be separated from the producer.
C) Indirect distribution of the service was made possible because "products" were developed that included a tangible representation of the service.
D) The development of new services does not enable companies to engage in segmentation and expansion of their markets.

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Question 42

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Joshua is an electrician who is known for solving complex electrical issues consistently in households,automobiles,small commercial centers,etc.He is punctual and customers can always reach him anytime of the day.We can assume that Joshua's service quality is _____.

A) empathetic
B) tangible
C) reliable
D) responsive

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Question 43

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Which of the following is true of inseparable services?

Which of the following is responsible for making the comprehension of service marketing difficult?

Since service firms are often not faced with _____,they often fail to recognize the need for change.

Which of the following is a reason for the lack of innovative marketing on the part of service marketers?

Which of the following statements concerning the health care industry is true? 

Which of the following is true of a client relationship?

The continual process by which managers actively encourage,stimulate and support employee commitment to the company,the company's goods and services and the company's customers is known as:

Despite its success in employing technology to attract additional customers and offer added convenience,the airline industry has operated among problems associated with:

The management of Slurp with a View,a restaurant,is very inflexible and insists on chefs following traditional recipes and frowns upon any experimentation.The management also insists on playing regular music in the restaurant and does not comply with customer requests to change it.This implies that the services rendered by the management of the restaurant:

Which of the following is visible in an energetic follow-through process?

The retailer of a grocery store,Carla Bauman visited the facilities of a meat-processing warehouse to assess the quality and service of the meat and related processes.Carla was impressed with the cleanliness,hygiene and friendliness of the surroundings and the employees.When she expressed a desire to enter their cold storage,she was pleasantly surprised to be offered warm clothing,as the employees realized she would feel excessively cold in her formal wear.Which service quality determinant is prominent in this instance?

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

Alfresco Cinema,a movie hall,increased the number of movie screens in order to accommodate the increasing population.However,it failed to focus on finding out the needs,tastes,and preferences of the public.This indicates that the firm had:

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

Adrian is served an exotic meal on the flight from New York to Phoenix.Adrian is pleasantly surprised by the quality of the meal and is a very happy customer when he completes his flight.This is an example of a(n) :

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

John loves going to The Petunia for dinner.He knows that he will always be seated promptly,his order executed perfectly and the food will be excellent and just to his taste.This is indicative of The Petunia's _____ aspect of service quality.

A great advantage for many service industries is the fact that many services,because of their intangibility,are less subject to _____ than goods.