Managing Services

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Question 1
Free
Multiple Choice

Hard Rock Cafés are designed to spread the spirit of rock 'n' roll by delivering an exceptional entertainment and dining ____ .

Choose correct answer/s
A

credence

B

tangibility

C

search

D

experience

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Question 2
Free
Multiple Choice

All of the following might be used to create an authentic experience for a customer,except:

Choose correct answer/s
A

allow consumers to participate in the production process

B

provide personal interaction, rather than automation

C

allow consumers to share their interests

D

have defined services for consumers so they know what to expect

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Question 3
Free
Multiple Choice

According to the text,service providers are likely to see success in their business if they can:

Choose correct answer/s
A

create and deliver authentic experiences

B

provide the lowest cost service at the highest price

C

derive business efficiencies for using automation to deal with consumers

D

restrict consumer's comments on social media

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Question 4
Free
Multiple Choice

NIKEiD.com is an example of a service that allows for:

Choose correct answer/s
A

customization

B

personal touch, not automation

C

social media commenting

D

restrictive business growth

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Question 5
Free
Multiple Choice

Walt Disney was one of the first to recognize the importance of sights,sounds,tastes,aromas,and textures when he created Disneyland.This effort by Walt Disney focuses on the customer ______________ .

Choose correct answer/s
A

experience

B

entertainment

C

service

D

techno-entertainment

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Question 6
Multiple Choice

Consumers are no longer content with affordable,high-quality purchases; they want offerings that reflect their self-image-who they are or who they aspire to be.The growth of produced,sometimes contrived experiences,however,has led consumers to search for _________ offerings.

Choose correct answer/s
A
affordable
B
entertaining
C
memorable
D
authentic
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Question 7
Multiple Choice

Each of the following can influence customers' perceptions of the authenticity of their service experiences EXCEPT:

Choose correct answer/s
A
service standardization.
B
personal interaction.
C
social processes that allow customers to share their interests.
D
allowing consumers to participate in the production process.
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Question 8
Multiple Choice

Each of the following is an example of how services to consumers are adding dimensions of authenticity EXCEPT:

Choose correct answer/s
A
Nike's customization service, NIKEiD.com, allows customers to design shoes according to their exact preferences.
B
Progressive Insurance sends "Immediate Response Vehicles" to the site of an accident so that an adjuster can handle emergencies.
C
An increase in automated bank machines (ABMs), kiosks, and credit card readers.
D
Retailers providing dressing rooms large enough for friends and electronic mirrors that allow texting anyone whose opinion might be neede
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Question 9
Multiple Choice

Activities provided by Deloitte Consulting,PwC,Bain & Co,and McKinsey would most likely be classified as:

Choose correct answer/s
A
tangible activities or benefits provided to consumers in exchange for money or some other value.
B
intangible items provided by an organization to consumers in exchange for money or something else of value.
C
philanthropic activities performed in exchange for monetary remuneration.
D
any activity, either tangible or intangible provided by an organization in exchange for monetary remuneration.
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Question 10
Multiple Choice

Obtaining mortgage advice from a financial institution would be best classified as a(n)

Choose correct answer/s
A
production.
B
evidence.
C
service.
D
goo
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Question 11
Multiple Choice

Which of the following statements about services is true?

Choose correct answer/s
A
In Canada, the service sector is responsible for over 75 percent of its workforce.
B
The marketing of services is the same as the marketing of goods.
C
Services are both tangible and intangible items.
D
Two out of ten Canadians work in the services industry.
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Question 12
Multiple Choice

Which of the following statements about services is true?

Choose correct answer/s
A
In Canada, the service sector generates 70 percent of Canada's annual GDP.
B
The marketing of services is the same as the marketing of goods.
C
Services are both tangible and intangible items.
D
Two out of ten Canadians work in the services industry.
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Question 13
Multiple Choice

The elements that make services unique are the four Is.The four Is are:

Choose correct answer/s
A
inflexibility, intangibility, inconsistency, and inseparability.
B
intangibility, inconsistency, inseparability, and inventory.
C
incompatibility, inconsistency, inseparability, and inventory.
D
invisibility, inconsistency, inseparability, and intangibility.
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Question 14
Multiple Choice

Allstate Insurance stresses to its card holders that help is "just one call away",and that "you are in good hands." Which statement below best describes what Allstate is offering?

Choose correct answer/s
A
The value of the service provided can only be determined using subjective criteria.
B
The services cannot be held, seen, or touched before the purchase decision.
C
The service cannot be described only experienced.
D
The quantity can vary.
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Question 15
Multiple Choice

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage unlike a pair of shoes cannot be felt before she buys it.Which characteristic of services is she concerned about?

Choose correct answer/s
A
incongruity
B
inconsistency
C
intangibility
D
inseparability
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Question 16
Multiple Choice

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage unlike a pair of shoes cannot be felt before she buys it.When she makes her appointment,she examines the training certificates on the wall,and she carefully reads a brochure that contains testimonials of satisfied customers.The use of certificates of training and customer testimonials is one way the service provider is trying to deal with the service characteristic of:

Choose correct answer/s
A
incongruity.
B
inconsistency.
C
intangibility.
D
inseparability.
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Question 17
Multiple Choice

Before moving out of their apartment,Brad and Kim Westgate decided to have their carpets cleaned by Service Master,a company specializing in professional carpet cleaning.The carpet cleaners arrived at Brad and Kim's apartment,unpacked their equipment,cleaned the carpets,packed up their tools,and drove away in their bright yellow van.The service provided by Service Master,could not be held,touched,or seen before the purchase decision.This scenario illustrates the _____ of services.

Choose correct answer/s
A
inconsistency
B
inseparability
C
inventory
D
intangibility
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Question 18
Multiple Choice

Consumers have more difficulty evaluating services than they do products; the difficulty results from the:

Choose correct answer/s
A
intangibility of services.
B
incongruity of services.
C
inseparability of services from consumers.
D
inflexibility of services.
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Question 19
Multiple Choice

Jane West is just graduating with an MBA and is being recruited by a financial securities brokerage as a sales representative.She has had 10 years of sales experience in selling industrial supplies to the steel industry.She was quite successful in her previous experience,but is worried that selling financial instruments may be more difficult.What factor could be the major reason for her worry?

Choose correct answer/s
A
the problem that her services and the products she sells are inseparable
B
the fact that services are intangible and, therefore, very different from her previous experience
C
the marketing program of financial instruments is very inconsistent
D
the cost inventory management system for reimbursing her when she sells the securities
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Question 20
Multiple Choice

While a McDonald's hamburger is generally prepared and tastes the same from store to store,how the teller takes and processes your order may be different.The reason for this is:

Choose correct answer/s
A
incongruity
B
inconsistency
C
inventory costs
D
inseparability
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