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Services Marketing Quiz
Services Marketing Quiz
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Answers
1
Pricing is easier when marketing services than when marketing goods.
False
True
2
Ad puffery such as "The Best Pizza in the State" could lead to provider gap 4.
True
False
3
Which of the following can influence how satisfied a customer is with a service?
customers' emotions
product features
uncontrollable situational factor
all of the above
4
Due to __, serv producers find themselves playing a role as part of product itself that is essential in serv experience
Perishability
Intangibility
Simultaneous production and consumption
Heterogeneity
5
Customers’ tolerance zones vary for different service attributes. The____ the factor, the __ the zone of tolerance is.
more important; narrower
less important; wider
less important; narrower
more important; wider
6
Which of the following is NOT an example of technical outcome quality?
A pest control company eradicating termites in a townhouse
The sales associate greeting a customer in a specialty clothing store
The taste of a meal at a restaurant
An airplane arriving on time at an airport
7
Answer the following question:
product
production
process
Physical evidence
8
Although consumer satisfaction tends to be measured at a particular point in time (i.e. static),satisfaction is dynamic.
True
False
9
Bettie’s shop instituted a new policy for returns that states, “Happy returns. Any item, anytime.” This is an example of
marketing testimonial
WOM communication
implicit service promise
Explicit service promise
10
Service marketing researchers all agree that the terms satisfaction and quality are interchangeable
True
False
11
Answer the following question:
Assurance
Responsiveness
Reliability
Tangibles
12
Answer the following question:
His perception of equity
His attribution for service failure
Poor Service Quality
His emotional state
13
Which of the following would result in a broadening of provider gap 1?
Ski resort has an over-reliance on price to smooth demand for resort facili
insufficient research abt what its target mkt want
All of the above would result in a broadening of provider gap 1
Service intermediary for a cruise wants to only sell cruises it receives $
14
A(n) _____ expectation occurs when customer expectations are driven by another person or group of people.
derived service
dyadic
other-self
shared
15
Because a product is tangible, it cannot be inventoried.
True
False
16
Answer the following question:
thematic apperception tests
Role playing experiments
mall intercept interviews
Critical Incident Technique
17
Service companies can close provider gap 2 by doing all of the following EXCEPT
Developing customer-defined service standards
Using a systematic new-service development process
Improving communication between the marketing and operations departments
Designing and using an appropriate servicescape
18
The development of services marketing concepts has been strongly influenced by professional services like doctors.
True
False
19
The three basic things that customers expect from technology-based service encounters are:
Better than the alternative; color correctness; content
Variability; delivery on the core promise; color correctness
Delivery on core promise; flexibility of systems; better than alternative
Color correctness; better than the alternative; flexibility of the systems
20
Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters?
adaptability
recovery
credibility
spontaneity
21
Insurance companies that emphasize acquiring new customers vs retaining current customers are broadening provider gap...
Gap 3
Gap 2
Gap 1
Gap 4
22
The _____ dimension of service quality refers to the willingness to help customers and provide prompt service.
reliability
empathy
responsiveness
assurance
23
Answer the following question:
The lawyer's use of humor and empathy
Diplomas on the wall
How the lawyer dresses
All of the above
24
Inadequate vertical communications will broaden provider gap 4
True
False
25
Answer the following question:
Spontaneity
Adaptability
Recovery
Functionality
26
As the number of perceived service alternatives increases, the level of adequate service __and the zone of tolerance __.
increases; narrows
decreases; narrows
decreses; widens
increases; widens
27
Which of the following is NOT an element of the traditional marketing mix?
Place
Product
Production
Promotion
28
_______ has consistently proven to be the most important determinant of service quality.
Reliability
Assurance
Responsiveness
Tangibility
29
Answer the following question:
Minimum tolerable
Acceptable
Conventional
Desired
30
Answer the following question:
Technology mediated
public
Detached
Remote
31
_____ quality refers to how a service is delivered to the customer.
Experiential
Interaction
Technical Outcome
Interactive
32
Factors influencing adequate serv. expectations are _ in nature & fluctuate __ compared to desired service expectations
short-term; more
long-term; more
short-term; less
long-term; less
33
Answer the following question:
Perishability
Intangibility
Divisibility
Heterogeniety
34
Answer the following question:
Personal Service Philosophy
Derived Service Philosophy
Augmented Service Expectations
Situational factors
35
When consumers have problems with a Web site, they use _____ dimensions to evaluate e-service quality.
Empathy, efficiency, and expectations
Responsiveness, compensation, and contact
Efficiency, fulfillment, reliability, and privacy
Tangibility, efficiency, and fulfillment
36
Refer to the Question below:
Gap 2
Gap 1
Gap 3
Gap 4
37
Which of the following trends has directly influenced the development of services marketing concepts and strategies?
manufacturing firms are placing increased emphasis on providing services
None of the above
The growth in information-based technology
The decreasing importance of service industries to the U.S.
38
Perceptions of equitable treatment by the service provider will affect customers' perceptions of service.
False
True
39
Answer the following question:
Judgements
Expectations
Attitudes
Perceptions
40
As a service dimension increases, a customer's zone of tolerance _ and his or her desired and adequate service levels _
widens; decrease
widens; increase
narrows; increase
narrows; decrease
41
Based on this slogan, "You’re in good hands with Allstate.” Which dimension of ServQual is this emphasizing?
Assurance
Empathy
Tangibility
Reliability
42
Attributions influence perceptions of satisfaction with services
True
False
43
Which of the following factors is NOT a factor leading to provider gap 1?
Lack of upward communication
Over-promising
Insufficient relationship focus
Inadequate marketing research orientation
44
Which of the following is an intangible component of a car repair shop?
employee uniform
Replacement parts
the training the mechanic has received
customer waiting area
45
Answer the following question:
Gap 2
Gap 1
Gap 4
Gap 3
46
_____ are personal and nonpersonal statements about a service made by an organization to customers
Marketing testimonials
explicit service promises
implicit service promises
Word of mouth communications
47
In addition to the elements of the traditional marketing mix, the expanded mix for services includes:
People, partnerships, and positioning
People, physical evidence, and process
Positioning, personalization, and process
Personalization, procurement, and people
48
Answer the following question:
Poor Service Quality
Her perception og equity
Her perception of service quality
Her emotional state
49
A company that wants to excel at responsiveness should view serv delivery & handling of requests from the company's POV.
True
False
50
Answer the following question
Normative
Conventional
Minimum tolerable
Functional
