Examen
Services Marketing Integrating Customer Focus Across the Firm 7th Edition by Valarie A. Zeithaml - Test Bank
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, Chapter 01 Introduction to Services Answer KeyMultiple Choice Questions
1. In the simplest terms, _____ are deeds, processes, and performances.
A. Attributes
B. Experiences
C. Services
D. Goods
E. Benefits
Accessibility: Keyboard Navigation
Bloom: Remember
Difficulty: Easy
Learning Objective: 01-01 Explain what services are and identify important trends in services.
2. 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
Accessibility: Keyboard Navigation
Bloom: Understand
Difficulty: Easy
Learning Objective: 01-01 Explain what services are and identify important trends in services.
3. The core offerings of hospitals, hotels, and banks are primarily deeds and performances and therefore
are_________________.
A. Services
B. Experiences
C. Attributes
D. Goods
E. Benefits
Accessibility: Keyboard Navigation
Bloom: Understand
Difficulty: Easy
Learning Objective: 01-01 Explain what services are and identify important trends in services.
,4. When they go away on vacation, some dog owners choose 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. The
dog owners pay around $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
Accessibility: Keyboard Navigation
Bloom: Understand
Difficulty: Easy
Learning Objective: 01-01 Explain what services are and identify important trends in services.
5. _____ is a key determinant of whether an offering should be classified as a product or a service.
A. Physicality
B. Audience passivity
C. Intangibility
D. Perception
E. Abstraction
Accessibility: Keyboard Navigation
Bloom: Remember
Difficulty: Easy
Learning Objective: 01-01 Explain what services are and identify important trends in services.
6. 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
Accessibility: Keyboard Navigation
Bloom: Understand
Difficulty: Easy
Learning Objective: 01-01 Explain what services are and identify important trends in services.
, 7. 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
Accessibility: Keyboard Navigation
Bloom: Understand
Difficulty: Easy
Learning Objective: 01-01 Explain what services are and identify important trends in services.
8. Which of the following is NOT an example of a service business?
A. Amusement park
B. Hotel
C. Bank
D. Department store
E. Paper mill
Accessibility: Keyboard Navigation
Bloom: Understand
Difficulty: Easy
Learning Objective: 01-01 Explain what services are and identify important trends in services.
9. Extron Electronics makes coaxial cables for connecting computers to all types of peripheral devices like
printers, modems, and fax machines. For the benefit of its customers, Extron provides a laminated card
with pictures of all the possible cable connections that a customer could need. With this card, a
customer can order from one to any number of connectors with as many feet of cable as is needed.
Orders can be placed using a toll-free number, a fax number or an e-mail address. Company reps are
also available 24-hours a day in case the customer is not sure which drawing on the card matches his or
her needs. Orders are shipped within 48-hours of receipt. If a customer is not completely satisfied with
his or her order, Extron has a 100 percent satisfaction guaranteed return policy. Which of the following
trends that has influenced the development of services marketing concepts and strategies as illustrated
by Extron's focus on customer service?
A. The increasing importance of service industries to the U.S. and world
economies
B. The increase of government regulation of service
industries
C. The growth in information-based
technology
D. Increased competition in professional
services
E. Manufacturing firms are placing increased emphasis on providing services
Accessibility: Keyboard Navigation
Bloom: Understand
Difficulty: Moderate
Learning Objective: 01-02 Explain the need for special service marketing concepts and practices and why the need has developed and is
accelerating.
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