Services Marketing Integrating Customer Focus Across the Firm
services marketing integrating customer focus across the firmChapter 01
Introduction to Services
Multiple Choice Questions
1. (p. 4) In the simplest terms, _____ are deeds, processes and performances.
A. Attributes
B. Experiences
C. Services
D. Goods
E. Benefits
Difficulty: Easy
2. (p. 4) The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers and microwaves is an example of a(n) _______.
A. Service
B. Experience
C. Attribute
D. Good
E. Benefit
Difficulty: Easy
3. (p. 4) When Heather goes to the local gym, she has a personal trainer who helps make sure she is using the equipment correctly. The personal trainer is an example of a(n):
A. Service
B. Experience
C. Attribute
D. Good
E. Benefit
Difficulty: Easy
4. (p. 4) 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:
A. Goods
B. Values
C. Services
D. Satisficers
E. Attributes
Difficulty: Easy
5. (p. 6) _____ is a key determinant of whether a product offering should be classified as a product or a service.
A. Physicality
B. Audience passivity
C. Tangibility
D. Perception
E. Abstraction
Difficulty: Easy
6. (p. 4) Which of the following is an intangible component of a car repair shop?
A. Replacement parts
B. Employee uniforms
C. Barrel for storing recyclable motor oil
D. The training the mechanic has received
E. Customer waiting area
Difficulty: Easy
7. (p. 4) Which of the following is an example of a tangible component provided by a hotel?
A. Wake-up call
B. Guest rooms
C. Room service
D. Express check-out
E. Guaranteed reservations
Difficulty: Easy
8. (p. 3, 11) Which of the following is NOT an example of a
Introduction to Services
Multiple Choice Questions
1. (p. 4) In the simplest terms, _____ are deeds, processes and performances.
A. Attributes
B. Experiences
C. Services
D. Goods
E. Benefits
Difficulty: Easy
2. (p. 4) The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers and microwaves is an example of a(n) _______.
A. Service
B. Experience
C. Attribute
D. Good
E. Benefit
Difficulty: Easy
3. (p. 4) When Heather goes to the local gym, she has a personal trainer who helps make sure she is using the equipment correctly. The personal trainer is an example of a(n):
A. Service
B. Experience
C. Attribute
D. Good
E. Benefit
Difficulty: Easy
4. (p. 4) 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:
A. Goods
B. Values
C. Services
D. Satisficers
E. Attributes
Difficulty: Easy
5. (p. 6) _____ is a key determinant of whether a product offering should be classified as a product or a service.
A. Physicality
B. Audience passivity
C. Tangibility
D. Perception
E. Abstraction
Difficulty: Easy
6. (p. 4) Which of the following is an intangible component of a car repair shop?
A. Replacement parts
B. Employee uniforms
C. Barrel for storing recyclable motor oil
D. The training the mechanic has received
E. Customer waiting area
Difficulty: Easy
7. (p. 4) Which of the following is an example of a tangible component provided by a hotel?
A. Wake-up call
B. Guest rooms
C. Room service
D. Express check-out
E. Guaranteed reservations
Difficulty: Easy
8. (p. 3, 11) Which of the following is NOT an example of a