,Test Bank ― Chapter 1
f f f f Page 1
f
Chapter 1 f
f Introduction to Services Marketing f f f
GENERAL CONTENT f
Multiple Choice Questions f f
1. There are several reasons why the services sector is increasing in almost all countries
f f f f f f f f f f f f f
around the world. Which is not one of the contributing reasons?
f f f f f f f f f f f
a. The knowledge-based industries are growing.
f f f f
b. Countries are less dependent on agriculture. f f f f f
c. Some manufacturing firms are now focusing on marketing services as well.
f f f f f f f f f f
d. The construction and manufacturing industries are booming.
f f f f f f
e. More companies are outsourcing some of their service components.
f f f f f f f f
(d; Moderate)
f f
2. Service markets are shaped by all of the following except
f f f f f f f f f f .
a. government policies f
b. social changes f
c. global economic change f f
d. business trends f
e. advances in information technology f f f
(c; Easy)
f f
3. Developments in IT and communication include all of the following, except f f f f f f f f f f
.
a. User-generated content f
b. Artificial technologies f
c. Internet of Things f f
d. Social Changes f
(d; Moderate)
f f
4. The non-ownership perspective to define Services includes the following.
f f f f f f f f
a. Time-based
b. Rental
c. Exchange for money, time and effort f f f f f
d. Expectation to obtain value f f f
(b, Moderate)
f f
5. Which of the following are included in the four categories of services processing.
f f f f f f f f f f f f
a. People processing f
b. Possession processing f
c. Mental stimulus processing f f
d. Information processing f
Essentials of Services Marketing, 3rd Edition
f f f f f
Jochen Wirtz and Christopher Lovelock
f f f f f
Copyright © 2018 Pearson Education Ltd.
f f f f f f
,Test Bank ― Chapter 1
f f f f Page 2
f
e. All of the above f f f
(e, Easy)
f f
6. In order to design and implement effective service processes, which of the following
f f f f f f f f f f f f
are important considerations.
f f f
a. Operational inputs and outputs can vary f f f f f
b. Customers are often involved in co-production f f f f f
c. Demand and capacity need to be balanced. f f f f f f
d. a & b f f
e. a, b, & c f f f
(e, Moderate)
f f
7. Which of the following is an example of co-production?
f f f f f f f f
a. Withdrawing from an ATM f f f
b. Easting fast food f f
c. Touring an aquarium f f
d. Selling items on eBay f f f
e. Buying a stereo f f
(a, Challenging)
f f
8. 8. Links in the Service-Profit Chain include all of the following except
f f f f f f f f f f
a. Customer loyalty, f
b. Revenue growth f
c. Service quality f
d. Employee loyalty f
e. Top management leadership f f
(b, Moderate)
f f
9. The three additional Ps of services marketing that extend the original four Ps of
f f f f f f f f f f f f f
marketing are
f , , and . f f f f f
a. product; price; place; promotion f f f
b. prospects; process; people; promotion f f f
c. physical environment; process; people f f f
d. prosperity; process; people; promotion f f f
e. physical environment; prosperity; planning; process f f f f
(c; Moderate)
f f
10. The service framework for developing effective service strategies excludes
f f f f f f f f
.
a. understanding service products, consumers and markets f f f f f
b. managing the competitive landscape f f f
c. applying the 4 Ps of marketing to services f f f f f f f
d. designing and managing the customer interface f f f f f
e. developing customer relationships f f
(b; Moderate)
f f
Essentials of Services Marketing, 3rd Edition
f f f f f
Jochen Wirtz and Christopher Lovelock
f f f f f
Copyright © 2018 Pearson Education Ltd.
f f f f f f
, Test Bank ― Chapter 1
f f f f Page 3 f
True/False
11. Services account for 65% to 80% of the GDP in most developed nations.f f f f f f f f f f f f
(True, Easy)
f f
12. The dramatic development of Government policies is the most important force
f f f f f f f f f f
transforming service markets
f f f
(False, Easy) f
13. Services require a form of acquisition through which customers can obtain
f f f f f f f f f f
benefits.
f
(False, Moderate)
f
14. Service production and consumption are always simultaneous f f f f f f
(True, Difficult)
f f
15. One way of avoiding turning customers away or having them wait is to use,
f f f f f f f f f f f f f
dynamic pricing and reservations.
f f f f
(True, Difficult)
f
16. HR is often seen from a strategic perspective than a staff function
f f f f f f f f f f f
(False, Easy)
f f
17. The service-profit chain includes collaboration between marketing, operations, IT
f f f f f f f f
and HR
f f
(True, Easy)f
18. Service distribution can take place through physical channels only
f f f f f f f f
(False, Easy)
f f
19. Customers may go beyond the money to assess how much time and effort are f f f f f f f f f f f f f
involved in service consumption
f f f f
(True, Easy)f
20. Despite advances in technology, many services will always need direct interaction
f f f f f f f f f f
between customers and service employees.
f f f f f
(True, Easy)f
Short Answerf
21. What are the five broad categories within the non-ownership framework?
f f f f f f f f f
Rented goods, defined space and place rentals, labor and expertise rental, access to
f f f f f f f f f f f f
shared physical environments, and systems and networks: access and usage.
f f f f f f f f f f
(Moderate)
Essentials of Services Marketing, 3rd Edition
f f f f f
Jochen Wirtz and Christopher Lovelock
f f f f f
Copyright © 2018 Pearson Education Ltd.
f f f f f f
f f f f Page 1
f
Chapter 1 f
f Introduction to Services Marketing f f f
GENERAL CONTENT f
Multiple Choice Questions f f
1. There are several reasons why the services sector is increasing in almost all countries
f f f f f f f f f f f f f
around the world. Which is not one of the contributing reasons?
f f f f f f f f f f f
a. The knowledge-based industries are growing.
f f f f
b. Countries are less dependent on agriculture. f f f f f
c. Some manufacturing firms are now focusing on marketing services as well.
f f f f f f f f f f
d. The construction and manufacturing industries are booming.
f f f f f f
e. More companies are outsourcing some of their service components.
f f f f f f f f
(d; Moderate)
f f
2. Service markets are shaped by all of the following except
f f f f f f f f f f .
a. government policies f
b. social changes f
c. global economic change f f
d. business trends f
e. advances in information technology f f f
(c; Easy)
f f
3. Developments in IT and communication include all of the following, except f f f f f f f f f f
.
a. User-generated content f
b. Artificial technologies f
c. Internet of Things f f
d. Social Changes f
(d; Moderate)
f f
4. The non-ownership perspective to define Services includes the following.
f f f f f f f f
a. Time-based
b. Rental
c. Exchange for money, time and effort f f f f f
d. Expectation to obtain value f f f
(b, Moderate)
f f
5. Which of the following are included in the four categories of services processing.
f f f f f f f f f f f f
a. People processing f
b. Possession processing f
c. Mental stimulus processing f f
d. Information processing f
Essentials of Services Marketing, 3rd Edition
f f f f f
Jochen Wirtz and Christopher Lovelock
f f f f f
Copyright © 2018 Pearson Education Ltd.
f f f f f f
,Test Bank ― Chapter 1
f f f f Page 2
f
e. All of the above f f f
(e, Easy)
f f
6. In order to design and implement effective service processes, which of the following
f f f f f f f f f f f f
are important considerations.
f f f
a. Operational inputs and outputs can vary f f f f f
b. Customers are often involved in co-production f f f f f
c. Demand and capacity need to be balanced. f f f f f f
d. a & b f f
e. a, b, & c f f f
(e, Moderate)
f f
7. Which of the following is an example of co-production?
f f f f f f f f
a. Withdrawing from an ATM f f f
b. Easting fast food f f
c. Touring an aquarium f f
d. Selling items on eBay f f f
e. Buying a stereo f f
(a, Challenging)
f f
8. 8. Links in the Service-Profit Chain include all of the following except
f f f f f f f f f f
a. Customer loyalty, f
b. Revenue growth f
c. Service quality f
d. Employee loyalty f
e. Top management leadership f f
(b, Moderate)
f f
9. The three additional Ps of services marketing that extend the original four Ps of
f f f f f f f f f f f f f
marketing are
f , , and . f f f f f
a. product; price; place; promotion f f f
b. prospects; process; people; promotion f f f
c. physical environment; process; people f f f
d. prosperity; process; people; promotion f f f
e. physical environment; prosperity; planning; process f f f f
(c; Moderate)
f f
10. The service framework for developing effective service strategies excludes
f f f f f f f f
.
a. understanding service products, consumers and markets f f f f f
b. managing the competitive landscape f f f
c. applying the 4 Ps of marketing to services f f f f f f f
d. designing and managing the customer interface f f f f f
e. developing customer relationships f f
(b; Moderate)
f f
Essentials of Services Marketing, 3rd Edition
f f f f f
Jochen Wirtz and Christopher Lovelock
f f f f f
Copyright © 2018 Pearson Education Ltd.
f f f f f f
, Test Bank ― Chapter 1
f f f f Page 3 f
True/False
11. Services account for 65% to 80% of the GDP in most developed nations.f f f f f f f f f f f f
(True, Easy)
f f
12. The dramatic development of Government policies is the most important force
f f f f f f f f f f
transforming service markets
f f f
(False, Easy) f
13. Services require a form of acquisition through which customers can obtain
f f f f f f f f f f
benefits.
f
(False, Moderate)
f
14. Service production and consumption are always simultaneous f f f f f f
(True, Difficult)
f f
15. One way of avoiding turning customers away or having them wait is to use,
f f f f f f f f f f f f f
dynamic pricing and reservations.
f f f f
(True, Difficult)
f
16. HR is often seen from a strategic perspective than a staff function
f f f f f f f f f f f
(False, Easy)
f f
17. The service-profit chain includes collaboration between marketing, operations, IT
f f f f f f f f
and HR
f f
(True, Easy)f
18. Service distribution can take place through physical channels only
f f f f f f f f
(False, Easy)
f f
19. Customers may go beyond the money to assess how much time and effort are f f f f f f f f f f f f f
involved in service consumption
f f f f
(True, Easy)f
20. Despite advances in technology, many services will always need direct interaction
f f f f f f f f f f
between customers and service employees.
f f f f f
(True, Easy)f
Short Answerf
21. What are the five broad categories within the non-ownership framework?
f f f f f f f f f
Rented goods, defined space and place rentals, labor and expertise rental, access to
f f f f f f f f f f f f
shared physical environments, and systems and networks: access and usage.
f f f f f f f f f f
(Moderate)
Essentials of Services Marketing, 3rd Edition
f f f f f
Jochen Wirtz and Christopher Lovelock
f f f f f
Copyright © 2018 Pearson Education Ltd.
f f f f f f
