Service Marketing Set 7

Q1 | The maintenance contract offered by Sears on its Kenmore refrigerators, dishwasher and microwaves is an example of a(n) _______.

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:

Q3 | __________ is a key determinant of whether a product offering should beclassified as a product or a service.

Q4 | Which of the following is an intangible component of a car repair shop?

Q5 | Which of the following is an example of a tangible component provided by ahotel?

Q6 | Services marketing become difficult because of

Q7 | Which of the following businesses would be characterized as a pure service

Q8 | Which of the following statements about the pricing of services (compared to thepricing of goods) is false?

Q9 | Charging customers different prices for essentially the same service is called

Q10 | Results in the practice of too narrowly defining one’s business

Q11 | A buyer’s perception of value is considered a trade-off between

Q12 | Services are characterized by all of the following characteristics except for

Q13 | Of the four unique service characteristics that distinguish goods from services, the onethat is the primary source of the other three characteristics is:

Q14 | Services that occur without interruption, confusion, or hassle to the customer is called

Q15 | The mental energy spent by customers to acquire service is referred to as _____.

Q16 | The unique service characteristic that reflects the interconnection between theservice firm and its customer is called

Q17 | Marketing problems caused by inseparability include all of the following except for

Q18 | Which of the following statements pertain to inseparability is false?

Q19 | The centralized mass production of services is difficult due to

Q20 | Solutions used to minimize the marketing problems attributed to heterogeneityinclude

Q21 | The unique service characteristic that deals specifically with the inability to inventoryservices is

Q22 | Which of the following strategies increases the supply of service available toconsumers?

Q23 | Customer satisfaction can be defined by comparing

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?

Q25 | The __________ dimension is an assessment of the firm’s consistency anddependability in service performance