Industrial Marketing
Chapter-1: Introduction to Services
Self Assessment Questions
1. The ................................. reflects the view that the intangible aspects of products are becoming the key features that differentiate the product in the marketplace.
a. services marketing
b.
Servuction model
c. service imperative
d. benefit concept
2. Which of the following businesses would be characterized as a pure service?
a. farming
b. mining
c. engineering
d. there is no such thing as a pure service
3. General Motors, the manufacturing giant's, largest supplier is:
a. Blue Cross-Blue Shield Insurance
b. GMAC Financing
c. a parts supplier
d. a legal firm
4. Which of the following sets of terms best describes a service?
a. effort, objects, and deeds
b. things, devices, and performances
c. objects, devices, and things
d. deeds, effort, and performances
5. Deeds, efforts and performances define:
a. products
b. ideas
c. services
d. goods
6. The continuum that ranges from tangible-dominant to intangible-dominant is referred to as: a. the services triangle
b. the Servuction model
c. the scale of market entities
d. the service-profit chain
7. Businesses such as fast food restaurants would fall where along the Scale of Market
Entities?
a. on the extreme end of the intangible-dominant side
b. on the extreme end of the intangible-dominant side
c. in the middle of the continuum
d. left of the middle towards the tangible-dominant side
8. Which of the following fields would be least likely to be described as intangibledominant?
a. manufacturing
b. education
c. insurance
d. banking
9. Which of the following products is an example of intangible dominant?
a. car rental agency
b. a funeral
c. a magazine subscription
d. math tutoring
10. Which of the following statements is not true?
a. Firms that define their businesses too narrowly have developed marketing myopia.
b. Goods are tangible-dominant.
c. Service knowledge is obtained through the
Self Assessment Questions
1. The ................................. reflects the view that the intangible aspects of products are becoming the key features that differentiate the product in the marketplace.
a. services marketing
b.
Servuction model
c. service imperative
d. benefit concept
2. Which of the following businesses would be characterized as a pure service?
a. farming
b. mining
c. engineering
d. there is no such thing as a pure service
3. General Motors, the manufacturing giant's, largest supplier is:
a. Blue Cross-Blue Shield Insurance
b. GMAC Financing
c. a parts supplier
d. a legal firm
4. Which of the following sets of terms best describes a service?
a. effort, objects, and deeds
b. things, devices, and performances
c. objects, devices, and things
d. deeds, effort, and performances
5. Deeds, efforts and performances define:
a. products
b. ideas
c. services
d. goods
6. The continuum that ranges from tangible-dominant to intangible-dominant is referred to as: a. the services triangle
b. the Servuction model
c. the scale of market entities
d. the service-profit chain
7. Businesses such as fast food restaurants would fall where along the Scale of Market
Entities?
a. on the extreme end of the intangible-dominant side
b. on the extreme end of the intangible-dominant side
c. in the middle of the continuum
d. left of the middle towards the tangible-dominant side
8. Which of the following fields would be least likely to be described as intangibledominant?
a. manufacturing
b. education
c. insurance
d. banking
9. Which of the following products is an example of intangible dominant?
a. car rental agency
b. a funeral
c. a magazine subscription
d. math tutoring
10. Which of the following statements is not true?
a. Firms that define their businesses too narrowly have developed marketing myopia.
b. Goods are tangible-dominant.
c. Service knowledge is obtained through the