Test Bank for Essentials of Services Marketing, 4th Edition by Jochen Wirtz Chapters 1-15

012356789  61




!!"#$%&'!()
"*+%,"!-&*."$%#/0
1$23%$%(#456%*$782&9$"*:$(:;

 




<=><?@ABC?



, 012356789  61






! !"

#$%
&
'
()*+%,$)*&)-
,+%.&+#%/*(,0
/),(1+%,0
$)*
1$%2+,

34 56789:;<<=><?@9;ABCD9EA@<9A<F:;GED:H<I7;J:9E@K<
34 56789:;<<L><5A@HCM:;<N:67GEA;<E@<7<F:;GED:H<5A@9:O9<
34 56789:;<<P><QAHE9EA@E@K<F:;GED:H<E@<5AM8:9E9EG:<I7;J:9H<
#$%
&&
'
$##RS&)-
T+
U#"
/V
1$%2+&)-
/
,+%.&+,

34 56789:;<<W><X:G:YA8E@K<F:;GED:<Q;ABCD9H<7@B<N;7@BH<
34 56789:;<<Z><XEH9;E[C9E@K<F:;GED:H<96;ACK6<Q6\HED7Y<7@B<]Y:D9;A@ED<567@@:YH<
34 56789:;<<^><F:99E@K<Q;ED:H<7@B<?M8Y:M:@9E@K<_:G:@C:<I7@7K:M:@9<
34 56789:;<<`><Q;AMA9E@K<F:;GED:H<7@B<]BCD79E@K<5CH9AM:;H<
#$%
&&&
'
*+,&-)&)-
$)*
1$)$-&)-
T+
(,/1+%
&)+%V$+

34 56789:;<<a><X:HEK@E@K<F:;GED:<Q;AD:HH:H<
34 56789:;<<b><N7Y7@DE@K<X:M7@B<7@B<5787DE9\<
34 56789:;<<=c><5;7d9E@K<96:<F:;GED:<]@GE;A@M:@9<
34 56789:;<<==><I7@7KE@K<Q:A8Y:<dA;<F:;GED:<eBG7@97K:<
#$%
&.
'
*+.+R/#&)-
(,/1+%
%+R$&/),T&#,

34 56789:;<<=L><I7@7KE@K<_:Y79EA@H6E8H<7@B<NCEYBE@K<fA\7Y9\<
34 56789:;<<=P><5AM8Y7E@9<g7@BYE@K<7@B<F:;GED:<_:DAG:;\<
#$%
.
'
,%&.&)-
V/%
,+%.&+
+h+RR+)+

34 56789:;<<=W><?M8;AGE@K<F:;GED:<iC7YE9\<7@B<Q;ABCD9EGE9\<
34 56789:;<<=Z><NCEYBE@K<7<jA;YBk5Y7HH<F:;GED:<l;K7@Em79EA@<




























,012356789  61





!

"#$%
&"!
"
'

(&%
)*
+

&!,
-!).

)



!#"/
%%



01213-4526126
*$7
&7
"&%
8$
)
&"!)
9:;PE
<=>?>@A?>@B>C>?AD@?>ABEFB@G=H@I=>@B>?CJK>B@B>KIE?@JB@JFK?>ABJFL@JF@ADMEBI@ADD@KENFI?J>B@A?ENFO@I=>@
?DOQ@R=JK=@JB@FEI@EF>@ES@I=>@KEFI?JTNIJFL@?>ABEFBU@
V:;<=>@WFEPD>OL>XTAB>O@JFONBI?J>B@A?>@L?EPJFLQ@
Y:;ZENFI?J>B@A?>@D>BB@O>[>FO>FI@EF@AL?JKNDIN?>Q@
\:;]EM>@MAFNSAKIN?JFL@SJ?MB@A?>@FEP@SEKNBJFL@EF@MA?W>IJFL@B>?CJK>B@AB@P>DDQ@
^:;<=>@KEFBI?NKIJEF@AFO@MAFNSAKIN?JFL@JFONBI?J>B@A?>@TEEMJFLQ@
@
_:;`E?>@KEM[AFJ>B@A?>@ENIBEN?KJFL@BEM>@ES@I=>J?@B>?CJK>@KEM[EF>FIBQ@aOb@`EO>?AI>c@
d:;]>?CJK>@MA?W>IB@A?>@B=A[>O@TH@ADD@ES@I=>@SEDDEPJFL@>eK>[I@@ Q@
V:;LEC>?FM>FI@[EDJKJ>B@
Y:;BEKJAD@K=AFL>B@
\:;LDETAD@>KEFEMJK@K=AFL>@
^:;TNBJF>BB@I?>FOB@
_:;AOCAFK>B@JF@JFSE?MAIJEF@I>K=FEDELH@aKb@
fABHc@
@
g:;@h>C>DE[M>FIB@JF@iQ<@@AFO@KEMMNFJKAIJEF@JFKDNO>@ADD@ES@I=>@SEDDEPJFLj@>eK>[I@
V:;kB>?XL>F>?AI>O@KEFI>FI@
Y:;l?IJSJKJAD@I>K=FEDELJ>B@
\:;iFI>?F>I@ES@<=JFLB@
^:;]EKJAD@Z=AFL>B@aOb@
`EO>?AI>c@
@
m:;<=>@FEFXEPF>?B=J[@[>?B[>KIJC>@IE@O>SJF>@]>?CJK>B@JFKDNO>B@I=>@SEDDEPJFLQ@
V:;<JM>XTAB>O@
Y:;n>FIAD@
\:;feK=AFL>@SE?@MEF>Hj@IJM>@AFO@>SSE?I@
^:;fe[>KIAIJEF@IE@ETIAJF@CADN>@aTj@
`EO>?AI>c@
@
o:;R=JK=@ES@I=>@SEDDEPJFL@A?>@JFKDNO>O@JF@I=>@SEN?@KAI>LE?J>B@ES@B>?CJK>B@[?EK>BBJFLQ@
V:;p>E[D>@[?EK>BBJFL@
Y:;pEBB>BBJEF@[?EK>BBJFL@
\:;`>FIAD@BIJMNDNB@[?EK>BBJFL@
^:;iFSE?MAIJEF@[?EK>BBJFL@




, 012356789  61





!
"#
$!
%!&

'"()*

+,4-

-
(.0//!!..
"
0

/-!((70
1-
"-/
023!2!-
!

!40$!
(!.$04!
3.
4!((!(&
5 04



!



60-1
".!
023
."-

893!."0
-"
0-3:(
"-/

:3:(
4"-
$".)

;<:(
2!.(
".!


!-
0-$
$!/
0-
4
=3.
/:40
-

>?!2"-/
"-/
4"3"40)
-!!/


#!
#""-4!/7

@"
A
#

"&
#&
A
4

%!&
B
/!."!*



CD 04



!



60-1
0(
"-
!E"23!



4
=3.
/:40
-F

8G0H."60-1

.
2
"-
IB

;'"(0-1

"(



/

>I
:.0-1
"-
"J:".0:2

@K!0-1
0!2(

-
!L")

L:)0-1
"
(!.!

%"&

< "!-10-1*



MN7
O0-P(
0-
!
K!.$04!=Q.

0
< "0-
0-4:/!
"



!



60-1
!E4!3

8<:(
2!.

)")&

;R!$!-:!
1.
6

>K!.$04!
J:"0)

@'23
)!!

)")

I
3
2"-"1!2!-
!"/!.(03
%#&

B
/!."!*



SI
!
.!!
"//00
-"
Q(



(!.$04!(
2"&.
P"!-/0-

1
"
!E!-/
7
!

.010-"


:.
Q(



2".P!0-1
".!

&

83.
/:4T
3.04!T
3"4!T
3.
2
0
-

;3.
(3!4(T
3.
4!((T
3!
3!T
3.
2
0
-

>3 )(04"
!-$0.
-2!-T
3.
4!((T
3!
3!

@3.
(3!.0)T
3.
4!((T
3!
3!T
3.
2
0
-

3 )(04"
!-$0.
-2!-T
3.
(3!.0)T
3"--0-1T
3.
4!((
%4T

B
/!."!*



UVI
!
(!.$04!

."2!6
.P


.
7
/!$!
30-1
!

!40$!
(!.$04!
(."!10!(
!E4:/!(

8:-/!.("-/0-1
(!.$04!
3.
/:4(&
4
-(:2!.(
"-/
2".P!(

;2"-"10-1
!
4
23!00$!
"-/(4"3!

>"33)0-1
!
W
Q(



2".P!0-1


(!.$04!(

@/!(01-0-1
"-/
2"-"10-1
!
4:(
2!.
0-!.
"4!

/!$!
30-1
4:(
2!.
.!"0
-(03(
%#T

B
/!."!*