Introduction To Services Marketing

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Introduction to Services Marketing
Customer Behavior in a Services Context
Positioning Services in Competitive Markets
Developing Service Products Core and Supplementary Elements
Distributing Service through Physical and Electronic Channels
Setting Prices and Implementing Revenue Management
Promoting Services and Educating Customers
Designing and Managing Service Processes
Balancing Demand against Productive Capacity
Crafting the Service Environment
Managing People for Service Advantage
Managing Relationships and Building Loyalty
Complaint Handling and Service Recovery
Improving Service Quality and Productivity
Building a World-Class Service Organization

All Questions

Question 1

Free

Multiple Choice

There are several reasons why the services sector is increasing in almost all countries around the world. Which is not one of the contributing reasons?

Choose correct answer/s

The knowledge-based industries are growing.

Countries are less dependent on agriculture.

Some manufacturing firms are now focusing on marketing services as wec.

The construction and manufacturing industries are booming.

More companies are outsourcing some of their service components.

Check answer

Question 2

Free

Multiple Choice

Service markets are shaped by all of the following except ____________ .

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government policies

social changes

global economic change

business trends

advances in information technology

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Question 3

Free

Multiple Choice

Developments in IT and communication include all of the following, except ____________ .

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User-generated content

Artificial technologies

Internet of Things

Social Changes

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Question 4

Free

Multiple Choice

The non-ownership perspective to define Services includes the following.

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Time-based

Rental

Exchange for money, time and effort

Expectation to obtain value

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Question 5

Free

Multiple Choice

Which of the following are included in the four categories of services processing.

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People processing

Possession processing

Mental stimulus processing

Information processing

All of the above

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Question 6

Multiple Choice

In order to design and implement effective service processes, which of the following are important considerations.

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Operational inputs and outputs can vary

Customers are often involved in co-production

Demand and capacity need to be balanced.

a & b

a, b, & c

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Question 7

Multiple Choice

Which of the following is an example of co-production?

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Withdrawing from an ATM

Easting fast food

Touring an aquarium

Selling items on eBay

Buying a stereo

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Question 8

Multiple Choice

Links in the Service-Profit Chain include all of the following except

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Customer loyalty,

Revenue growth

Service quality

Employee loyalty

Top management leadership

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Question 9

Multiple Choice

The three additional Ps of services marketing that extend the original four Ps of marketing are _______ , _ , and _______ .

Choose correct answer/s

product; price; place; promotion

prospects; process; people; promotion

physical environment; process; people

prosperity; process; people; promotion

physical environment; prosperity; planning; process

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Question 10

Multiple Choice

The service framework for developing effective service strategies excludes _________________ .

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understanding service products, consumers and markets

managing the competitive landscape

applying the 4 Ps of marketing to services

designing and managing the customer interface

developing customer relationships

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Question 11

True/False

Services account for 65% to 80% of the GDP in most developed nations.

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True

False

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Question 12

True/False

The dramatic development of Government policies is the most important force transforming service markets

Choose correct answer/s

True

False

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Question 13

True/False

Services require a form of acquisition through which customers can obtain benefits.

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True

False

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Question 14

True/False

Service production and consumption are always simultaneous

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True

False

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Question 15

True/False

One way of avoiding turning customers away or having them wait is to use, dynamic pricing and reservations.

Choose correct answer/s

True

False

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Question 16

True/False

HR is often seen from a strategic perspective than a staff function

Choose correct answer/s

True

False

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Question 17

True/False

The service-profit chain includes collaboration between marketing, operations, IT and HR

Choose correct answer/s

True

False

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Question 18

True/False

Service distribution can take place through physical channels only

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True

False

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Question 19

True/False

Customers may go beyond the money to assess how much time and effort are involved in service consumption

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True

False

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Question 20

True/False

Despite advances in technology, many services will always need direct interaction between customers and service employees.

Choose correct answer/s

True

False

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Introduction To Services Marketing

There are several reasons why the services sector is increasing in almost all countries around the world. Which is not one of the contributing reasons?

Service markets are shaped by all of the following except ____________ .

Developments in IT and communication include all of the following, except ____________ .

The non-ownership perspective to define Services includes the following.

Which of the following are included in the four categories of services processing.

In order to design and implement effective service processes, which of the following are important considerations.

Which of the following is an example of co-production?

Links in the Service-Profit Chain include all of the following except

The three additional Ps of services marketing that extend the original four Ps of marketing are _____________ , _____________ , and _____________ .

The service framework for developing effective service strategies excludes _________________ .

Services account for 65% to 80% of the GDP in most developed nations.

The dramatic development of Government policies is the most important force transforming service markets

Services require a form of acquisition through which customers can obtain benefits.

Service production and consumption are always simultaneous

One way of avoiding turning customers away or having them wait is to use, dynamic pricing and reservations.

HR is often seen from a strategic perspective than a staff function

The service-profit chain includes collaboration between marketing, operations, IT and HR

Service distribution can take place through physical channels only

Customers may go beyond the money to assess how much time and effort are involved in service consumption

Despite advances in technology, many services will always need direct interaction between customers and service employees.

The three additional Ps of services marketing that extend the original four Ps of marketing are _______ , _ , and _______ .