Which of the following comparisons between physical goods marketing and services marketing is FALSE? correct answers NOT : In contrast to physical goods marketing, service marketers must manage the timing of demand rather than simply building demand for their products.
The most easily recognizab...
Exam 1 (MidTerm MKT 336) || A+ Graded Already.
Which of the following comparisons between physical goods marketing and services marketing
is FALSE? correct answers NOT : In contrast to physical goods marketing, service marketers
must manage the timing of demand rather than simply building demand for their products.
The most easily recognizable service characteristic is correct answers intangibility
Which of the following statements comparing services with physical goods is FALSE? correct
answers Services may have tangible characteristics, whereas physical goods do not have any
intangible characteristics.
Which of the following approaches have NOT been used as a basis for classifying services?
correct answers NOT : The linkages between organizations, providers, and customers.
Which of the following statements does NOT describe a fundamental characteristic of a core
service? correct answers NOT: A service only exists at the time of its production.
According to the services marketing mix framework, correct answers NOT: physical evidence
refers to both the tangible and intangible aspects of the service.
According to the servuction framework, Customer A refers to correct answers the customer
receiving the service.
According to the services marketing mix framework, correct answers the traditional marketing
mix is augmented with three interrelated variables that demonstrate the unique character of
service products compared to physical goods.
According to the services theater framework, correct answers NOT: a service customer can use
the service setting to help establish expectations of the service quality and experience.
Which of the following circumstances do NOT represent a component of a service experience?
correct answers All of these circumstances are components of a service experience.
Improvements in a service organization's core technology cannot be used to improve its service
quality. correct answers False
The high-bandwidth communication connection has altered the influence of word-of-mouth
communications. correct answers True
The most effective use of customer databases is to make them easily accessible to the frontline
service provider. correct answers True
The use of which form of information technology is becoming a particularly important tool in
service industries? correct answers Handheld computers
, Which, if any, of the following is NOT an example of a technology that may be used to empower
customers? correct answers All of these are examples of how customers may be better served
through technology.
The information revolution correct answers destroys the traditional idea of regular working
hours.
Which, if any, of the following is NOT a problem associated with the use of technology to
manage customer interfaces? correct answers All of these are problems associated with the use of
technology to manage customer interfaces.
To enhance service delivery, the Services Marketing Pyramid Model emphasizes the need to
effectively manage all of the following technology links, EXCEPT; correct answers All of the
listed technology links are emphasized within the Services Marketing Pyramid Model
Services are typically described as belonging to the _______ stage of economic development.
correct answers information
The link between services and productivity improvement via technology has been described in
terms of correct answers All of the listed terms have been used to describe the link between
services and productivity improvement via technology.
Divergence refers to the amount of flexibility in any particular step in service performance.
correct answers True
A service is said to possess a high degree of divergence when it has many steps in its service
blueprint. correct answers False
Service organizations can immediately become more efficient by customizing their service
products to meet the divergent desires of their customers. correct answers False
Service products that can be classified as physical goods have been classified into one of three
categories. Which service product category consists of services that require customers to make
comparisons across service providers before developing a choice preference? correct answers
Shopping services
Supplementing a service performance to increase customer satisfaction typically correct answers
involves increasing its complexity.
All of the statements about supplemental service elements are true EXCEPT correct answers
NOT: All of these statements about supplemental service elements are true.
When planning for a successful service performance, service marketers need to understand that
correct answers NOT: All of these service characteristics need to be understood by service
marketers when planning a successful service performance.
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