Service Marketing Stukent Questions Exam 1 – 89
Questions with Answers
True or False: Services are the backbone of developed economies around the world - -True
-True or False: The shift to services is unpredictable and difficult to observe as economies
develop and grow - -False
-True or False: Demographic shifts in the population have not been linked to driving the
growth of the services sector - -False
-True or False: Services rarely lend themselves to delivery as bespoke customer
experiences - -False
-True or False: Disruption occurs when one company gains an incremental advantage over
another - -False
-True or False: Product-only brands are rare because most are adding some level of
services to their solutions - -True
-Which of the following is an ample of a service transaction? - -Getting a haircut
-Which of the following reasons do scholars give for the post-WWII shift from
manufacturing to services? - --Using and paying for service is how some consumers signal
their social status
-It reflects a desire for consumers to recapture time by paying for services
-Many consumers now value experiences over things
-What do the fastest growing industries in the US have in common? - -They are service-
oriented
-_______ is/are the vehicle(s) for turning a purchase into a meaningful event and creating
valuable memories - -Services
-Why is it important for service marketers to focus on providing a great customer
experience? - --Most consumers find a positive brand experience more influential than
advertising
-Many consumers will pay more for a friendly, welcoming experience
-It can make the delivering of service more memorable
-What is said to have happened in an industry when a new, different business model
dramatically affects established ways of doing business? - -Disruption
-What best represents disruption in an industry? - -Netflix competing with Redbox
, -What strategy is often the best way for a product company to differentiate itself from its
competitors? - -Bundle a service with the product
-Why do services tend to be profitable? - -Because service providers must understand
beyond a surface level how to create value for customers
-True or False: Customer service interactions only take place after a sale is made - -False
-True or False: Services are like products in that they have a cost and product value - -True
-True or False: Bundling services with products can create benefits and add value for the
customer - -True
-True or False: Services lack the characteristics that make products relatively easy to
evaluate - -True
-True or False: The variability of services makes mass producing them difficult - -True
-True or False: The 7 P's of the services marketing mix includes "Product" which does not
apply to marketing services - -False
-True or False: In the 7 P's of the services marketing mix, "Price" plays an integral part in
the consumer's perception of value - -True
-True or False: The process of finding and delivering information to target audiences refers
to the "Place" part of the 7 P's of the services marketing mix - -False
-A customer who goes to an auto dealer, is dealt with by a courteous, knowledgeable, and
responsive sales representation, and then buys a car and an extended warrant has: - --
Purchased a product
-Purchased a service
-Received good customer service
-When can a customer service interaction take place? - -Before, during, and after a sale
-What statement about services is true? - -They are delivered as acts or deeds
-The fact that services are often customized for delivery to a consumer's preferences and
therefore unique is the characteristics known as _____ - -Variability
-The fact that the production and consumption of services occur simultaneously is the
characteristic known as ______ - -Inseparability
Questions with Answers
True or False: Services are the backbone of developed economies around the world - -True
-True or False: The shift to services is unpredictable and difficult to observe as economies
develop and grow - -False
-True or False: Demographic shifts in the population have not been linked to driving the
growth of the services sector - -False
-True or False: Services rarely lend themselves to delivery as bespoke customer
experiences - -False
-True or False: Disruption occurs when one company gains an incremental advantage over
another - -False
-True or False: Product-only brands are rare because most are adding some level of
services to their solutions - -True
-Which of the following is an ample of a service transaction? - -Getting a haircut
-Which of the following reasons do scholars give for the post-WWII shift from
manufacturing to services? - --Using and paying for service is how some consumers signal
their social status
-It reflects a desire for consumers to recapture time by paying for services
-Many consumers now value experiences over things
-What do the fastest growing industries in the US have in common? - -They are service-
oriented
-_______ is/are the vehicle(s) for turning a purchase into a meaningful event and creating
valuable memories - -Services
-Why is it important for service marketers to focus on providing a great customer
experience? - --Most consumers find a positive brand experience more influential than
advertising
-Many consumers will pay more for a friendly, welcoming experience
-It can make the delivering of service more memorable
-What is said to have happened in an industry when a new, different business model
dramatically affects established ways of doing business? - -Disruption
-What best represents disruption in an industry? - -Netflix competing with Redbox
, -What strategy is often the best way for a product company to differentiate itself from its
competitors? - -Bundle a service with the product
-Why do services tend to be profitable? - -Because service providers must understand
beyond a surface level how to create value for customers
-True or False: Customer service interactions only take place after a sale is made - -False
-True or False: Services are like products in that they have a cost and product value - -True
-True or False: Bundling services with products can create benefits and add value for the
customer - -True
-True or False: Services lack the characteristics that make products relatively easy to
evaluate - -True
-True or False: The variability of services makes mass producing them difficult - -True
-True or False: The 7 P's of the services marketing mix includes "Product" which does not
apply to marketing services - -False
-True or False: In the 7 P's of the services marketing mix, "Price" plays an integral part in
the consumer's perception of value - -True
-True or False: The process of finding and delivering information to target audiences refers
to the "Place" part of the 7 P's of the services marketing mix - -False
-A customer who goes to an auto dealer, is dealt with by a courteous, knowledgeable, and
responsive sales representation, and then buys a car and an extended warrant has: - --
Purchased a product
-Purchased a service
-Received good customer service
-When can a customer service interaction take place? - -Before, during, and after a sale
-What statement about services is true? - -They are delivered as acts or deeds
-The fact that services are often customized for delivery to a consumer's preferences and
therefore unique is the characteristics known as _____ - -Variability
-The fact that the production and consumption of services occur simultaneously is the
characteristic known as ______ - -Inseparability
