Service Marketing Set 7
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This set of Service Marketing Multiple Choice Questions & Answers (MCQs) focuses on Service Marketing Set 7
Q1 | The maintenance contract offered by Sears on its Kenmore refrigerators, dishwasher and microwaves is an example of a(n) _______.
- Service
- Experience
- Attribute
- Good
Q2 | Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as:
- Goods
- Values
- Services
- Satisficers
Q3 | __________ is a key determinant of whether a product offering should beclassified as a product or a service.
- Physicality
- Audience passivity
- Intangibility
- Perception
Q4 | Which of the following is an intangible component of a car repair shop?
- Replacement parts
- Employee uniforms
- Barrel for storing recyclable motor oil
- The training the mechanic has received
Q5 | Which of the following is an example of a tangible component provided by ahotel?
- Wake-up call
- Guest rooms
- Room service
- Express check-out
Q6 | Services marketing become difficult because of
- Intangibility.
- no demand
- More complex market
- Difficult to enter the market
Q7 | Which of the following businesses would be characterized as a pure service
- Insurance
- Farming.
- Mining.
- There is no such thing as a pure service
Q8 | Which of the following statements about the pricing of services (compared to thepricing of goods) is false?
- The demand for services tends to be more elastic than the demand for goods
- Cost-oriented pricing is more difficult for services.
- Comparing prices of competitors is more difficult for service consumers
- Consumers are less able to stockpile services by taking advantage of discount prices
Q9 | Charging customers different prices for essentially the same service is called
- Price discrimination
- Supply and demand.
- Complementary
- Substitutes.
Q10 | Results in the practice of too narrowly defining one’s business
- Services marketing
- Marketing management
- Marketing myopia
- Customer experience
Q11 | A buyer’s perception of value is considered a trade-off between
- Product value and psychic cost.
- Total customer value and total customer cost
- Image value and energy cost
- Service value and monetary cost.
Q12 | Services are characterized by all of the following characteristics except for
- Intangibility.
- Homogeneity
- Perishability.
- Inseparability
Q13 | Of the four unique service characteristics that distinguish goods from services, the onethat is the primary source of the other three characteristics is:
- Intangibility
- Inseparability.
- Perishability.
- Heterogeneity.
Q14 | Services that occur without interruption, confusion, or hassle to the customer is called
- Seamless service
- Service audit.
- Functional service
- Departmental service
Q15 | The mental energy spent by customers to acquire service is referred to as _____.
- Image costs
- Monetary price.
- Energy costs
- Psychic costs.
Q16 | The unique service characteristic that reflects the interconnection between theservice firm and its customer is called
- Intangibility
- Inseparability
- Homogeneity
- Perishability
Q17 | Marketing problems caused by inseparability include all of the following except for
- The service provides a physical connection to the service
- The involvement of the customer in the production process
- Service standardization and quality control are difficult to achieve.
- The involvement of other customers in the production process
Q18 | Which of the following statements pertain to inseparability is false?
- As customer contact increases, the efficiency of the firm decreases.
- Customers can affect the type of service desired
- Customers can affect the length of the service transaction.
- Customers can affect the cycle of deman
Q19 | The centralized mass production of services is difficult due to
- Inseparability.
- Intangibility.
- Homogeneity.
- Perishability.
Q20 | Solutions used to minimize the marketing problems attributed to heterogeneityinclude
- Standardizing or customizing the service
- Using multi-site locations
- Stressing tangible clues
- Appealing to different market segments with different demand patterns
Q21 | The unique service characteristic that deals specifically with the inability to inventoryservices is
- Inseparability
- Intangibility
- Homogeneity
- Perishability
Q22 | Which of the following strategies increases the supply of service available toconsumers?
- The use of creative pricing strategies
- The use of reservation systems
- Capacity sharing
- Developing complementary services
Q23 | Customer satisfaction can be defined by comparing
- Predicted service and perceived service
- Predicted service and desired service
- Desired service and perceived service
- Adequate service and perceived service
Q24 | The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?
- The use of creative pricing strategies
- The use of reservation systems
- Capacity sharing
- Developing complementary services
Q25 | The __________ dimension is an assessment of the firm’s consistency anddependability in service performance
- Empathy.
- Responsiveness.
- Assurance
- Reliability.