Franklyn A Plus Pass
TEST BANK for Essentials of Services Marketing 4th
Edition by Jochen Wirtz
All Chapters Fully Covered| Verified Questions & Correct Answers for
Exam Preparations| A+ RATED
(Answers)
Fr
an
kl
yn
e
A
pl
us
Pa
1|Page
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, Franklyn A Plus Pass
Chapter 1 Introduction to Services Marketing
Multiple Choice Questions
1. 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?
a. The knowledge-based industries are growing.
b. Countries are less dependent on agriculture.
c. Some manufacturing firms are now focusing on marketing services as well.
d. The construction and manufacturing industries are booming.
e. More companies are outsourcing some of their service components. (d; Moderate)
2. Service markets are shaped by all of the following except .
a. government policies
b. social changes
c. global economic change
d. business trends
e. advances in information technology (c; Easy)
3. Developments in IT and communication include all of the following, except .
a. User-generated content
Fr
b. Artificial technologies
c. Internet of Things
an
d. Social Changes (d; Moderate)
kl
yn
4. The non-ownership perspective to define Services includes the following.
e
a. Time-based
b. Rental
A
c. Exchange for money, time and effort
pl
d. Expectation to obtain value (b, Moderate)
us
Pa
2|Page
ss
, Franklyn A Plus Pass
5. Which of the following are included in the four categories of services processing.
a. People processing
b. Possession processing
c. Mental stimulus processing
d. Information processing
e. All of the above (e, Easy)
6. In order to design and implement effective service processes, which of the following are important
considerations.
a. Operational inputs and outputs can vary
b. Customers are often involved in co-production
c. Demand and capacity need to be balanced.
d. a&b
e. a, b, & c (e, Moderate)
7. Which of the following is an example of co-production?
a. Withdrawing from an ATM
b. Easting fast food
c. Touring an aquarium
Fr
d. Selling items on eBay
e. Buying a stereo (a, Challenging)
an
kl
8. Links in the Service-Profit Chain include all of the following except
yn
a. Customer loyalty,
b. Revenue growth
e
c. Service quality
A
d. Employee loyalty
pl
e. Top management leadership (b, Moderate)
us
Pa
3|Page
ss
, Franklyn A Plus Pass
9. The three additional Ps of services marketing that extend the original four Ps of marketing are ,
, and .
a. product; price; place; promotion
b. prospects; process; people; promotion
c. physical environment; process; people
d. prosperity; process; people; promotion
e. physical environment; prosperity; planning; process (c; Moderate)
10. The service framework for developing effective service strategies excludes .
a. understanding service products, consumers and markets
b. managing the competitive landscape
c. applying the 4 Ps of marketing to services
d. designing and managing the customer interface
e. developing customer relationships (b; Moderate)
True/False
11. Services account for 65% to 80% of the GDP in most developed nations. (True, Easy)
Fr
12. The dramatic development of Government policies is the most important force transforming service
markets
an
(False, Easy)
kl
13. Services require a form of acquisition through which customers can obtain benefits.
yn
(False, Moderate)
e
A
14. Service production and consumption are always simultaneous (True, Difficult)
pl
us
15. One way of avoiding turning customers away or having them wait is to use, dynamic pricing and
reservations.
Pa
4|Page
ss
TEST BANK for Essentials of Services Marketing 4th
Edition by Jochen Wirtz
All Chapters Fully Covered| Verified Questions & Correct Answers for
Exam Preparations| A+ RATED
(Answers)
Fr
an
kl
yn
e
A
pl
us
Pa
1|Page
ss
, Franklyn A Plus Pass
Chapter 1 Introduction to Services Marketing
Multiple Choice Questions
1. 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?
a. The knowledge-based industries are growing.
b. Countries are less dependent on agriculture.
c. Some manufacturing firms are now focusing on marketing services as well.
d. The construction and manufacturing industries are booming.
e. More companies are outsourcing some of their service components. (d; Moderate)
2. Service markets are shaped by all of the following except .
a. government policies
b. social changes
c. global economic change
d. business trends
e. advances in information technology (c; Easy)
3. Developments in IT and communication include all of the following, except .
a. User-generated content
Fr
b. Artificial technologies
c. Internet of Things
an
d. Social Changes (d; Moderate)
kl
yn
4. The non-ownership perspective to define Services includes the following.
e
a. Time-based
b. Rental
A
c. Exchange for money, time and effort
pl
d. Expectation to obtain value (b, Moderate)
us
Pa
2|Page
ss
, Franklyn A Plus Pass
5. Which of the following are included in the four categories of services processing.
a. People processing
b. Possession processing
c. Mental stimulus processing
d. Information processing
e. All of the above (e, Easy)
6. In order to design and implement effective service processes, which of the following are important
considerations.
a. Operational inputs and outputs can vary
b. Customers are often involved in co-production
c. Demand and capacity need to be balanced.
d. a&b
e. a, b, & c (e, Moderate)
7. Which of the following is an example of co-production?
a. Withdrawing from an ATM
b. Easting fast food
c. Touring an aquarium
Fr
d. Selling items on eBay
e. Buying a stereo (a, Challenging)
an
kl
8. Links in the Service-Profit Chain include all of the following except
yn
a. Customer loyalty,
b. Revenue growth
e
c. Service quality
A
d. Employee loyalty
pl
e. Top management leadership (b, Moderate)
us
Pa
3|Page
ss
, Franklyn A Plus Pass
9. The three additional Ps of services marketing that extend the original four Ps of marketing are ,
, and .
a. product; price; place; promotion
b. prospects; process; people; promotion
c. physical environment; process; people
d. prosperity; process; people; promotion
e. physical environment; prosperity; planning; process (c; Moderate)
10. The service framework for developing effective service strategies excludes .
a. understanding service products, consumers and markets
b. managing the competitive landscape
c. applying the 4 Ps of marketing to services
d. designing and managing the customer interface
e. developing customer relationships (b; Moderate)
True/False
11. Services account for 65% to 80% of the GDP in most developed nations. (True, Easy)
Fr
12. The dramatic development of Government policies is the most important force transforming service
markets
an
(False, Easy)
kl
13. Services require a form of acquisition through which customers can obtain benefits.
yn
(False, Moderate)
e
A
14. Service production and consumption are always simultaneous (True, Difficult)
pl
us
15. One way of avoiding turning customers away or having them wait is to use, dynamic pricing and
reservations.
Pa
4|Page
ss
