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Exam 12: Services Marketing

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Question 1

Multiple Choice

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As a dimension of service quality,the appearance of physical facilities,equipment,personnel,and communication materials is referred to as

A) communication.
B) responsiveness.
C) competence.
D) tangibility.
E) empathy.

F) None of the above
G) C) and E)

Correct Answer

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D

Question 2

Multiple Choice

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Beverly has 15 tax accountants on her staff.During the months of February,March,and April,her staff is overworked and she may even hire more employees to meet the tax preparation needs of her clients.Beverly is not currently experiencing ________;in fact,all of her employees are fully being used.

A) off-peak pricing
B) idle production capacity
C) static demand
D) capacity marketing
E) capacity inventory

F) A) and D)
G) A) and C)

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Question 3

Multiple Choice

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A person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications,personal needs,past experiences,and promotional activities.Actual experiences,though,are determined by

Chuck is a guide for tours that take visitors to swim with manatees in central Florida.He is a very gregarious guy with funny stories and a great way with people,so many online reviewers mention him by name and say little about the organization he works for.The reviewers' inability to see the distinction between Chuck and the tour company is an example of which unique characteristic of services?

The dimension of service quality called ________ is willingness to help customers and provide prompt service.

The inventory carrying costs of real estate agencies are low because they

Intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value are referred to as

When Mandy last got her drive-through order at the fast-food restaurant,she thought the employee who helped her was cold and unfriendly.The food tasted good but was overshadowed by the employee's demeanor.Since then,Mandy often says something derogatory to her friends about the restaurant based on this single experience.This is an example of which issue associated with services?

Which service listed below has the lowest inventory carrying cost?

In a capacity management report from a well-known carrier in the airline industry,the yield is 9.83 cents,load factor is 82.1 percent,and operating expense is 8.28 cents.The revenue generated by each seat flown one mile is

Services can be classified by

All of the following are employee development actions that are critical to the overall success of service organizations except which?

Andrea Arenas is the owner of 2 Places at 1 Time,a concierge company.She and her staff of 60 perform everyday services,such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office,for people who are too busy to perform these simple tasks.One way she tries to avoid ________ of services for her regular customers is to make sure that the same well-trained person is always assigned to work for the same client.

Which service listed below has the lowest inventory carrying cost?

Which of the following is a point in the customer contact audit for a health club?

Gray is looking for a new financial advisor.The one he currently uses has been taking three days or longer to return his phone calls,and the wasted time feels like a missed opportunity to him.In terms of the service quality dimensions,Gray is unhappy with which dimension of this service?

In the seven Ps of services marketing,process refers to

A flowchart of the points of interaction between consumer and service provider is referred to as

The categories for people-based services include

Amanda needs to have her car repaired.When she visits the shop she is considering,she notices the AAA seal of approval in the front window.The shop is also clean and organized,and the mechanics are dressed in tidy uniforms.Amanda notes these as part of her assessment of which service quality dimension?