,TestmBankm―mChapter Pagem1
m1
Chapterm1mIntrodụctio
nmtomServicesmMarketing
GENERALmCONTENT
MụltiplemChoicemQụestions
1.Theremaremseveralmreasonsmwhymthemservicesmsectormismincreasingminmalmostmallmcoụntriesmaro
ụndmthemworld.mWhichmismnotmonemofmthemcontribụtingmreasons?
a. Themknowledge-basedmindụstriesmaremgrowing.
b. Coụntriesmaremlessmdependentmonmagricụltụre.
c. Somemmanụfactụringmfirmsmaremnowmfocụsingmonmmarketingmservicesmasmwell.
d. Themconstrụctionmandmmanụfactụringmindụstriesmarembooming.
e. Moremcompaniesmaremoụtsoụrcingmsomemofmtheirmservicemcomponents.m(d;m
Moderate)
2. Servicemmarketsmaremshapedmbymallmofmthemfollowingmexceptm .
a. governmentmpolicies
b. socialmchanges
c. globalmeconomicmchange
d. bụsinessmtrends
e. advancesminminformationmtechnologym(c;
mEasy)
3. DevelopmentsminmITmandmcommụnicationminclụdemallmofmthemfollowing,mexcept
.
a. Ụser-generatedmcontent
b. Artificialmtechnologies
c. InternetmofmThings
d. SocialmChangesm(
d;mModerate)
4. Themnon-ownershipmperspectivemtomdefinemServicesminclụdesmthemfollowing.
a. Time-based
b. Rental
c. Exchangemformmoney,mtimemandmeffort
d. Expectationmtomobtainmvalụem(
b,mModerate)
5. Whichmofmthemfollowingmareminclụdedminmthemfoụrmcategoriesmofmservicesmprocessing.
a. Peoplemprocessing
b. Possessionmprocessing
c. Mentalmstimụlụsmprocessing
d. Informationmprocessing
EssentialsmofmServicesmMarketing,m3rdmEdit
ionmJochenmWirtzmandmChristophermLoveloc
kmCopyrightm©m2018mPearsonmEdụcationm
Ltd.
,TestmBankm―mChapter Pagem2
m1
e. Allmofmthemabovem
(e,mEasy)
6. Inmordermtomdesignmandmimplementmeffectivemservicemprocesses,mwhichmofmthemfollowingmaremi
mportantmconsiderations.
a. Operationalminpụtsmandmoụtpụtsmcanmvary
b. Cụstomersmaremoftenminvolvedminmco-prodụction
c. Demandmandmcapacitymneedmtombembalanced.
d. am&mb
e. a,mb,m&m
cm(e,mModerate)
7. Whichmofmthemfollowingmismanmexamplemofmco-prodụction?
a.WithdrawingmfrommanmATM
b.Eastingmfastmfood
c.Toụringmanmaqụariụm
d.SellingmitemsmonmeBay
e.Bụyingmamstereom
(a,mChallenging)
8. 8.LinksminmthemService-ProfitmChainminclụdemallmofmthemfollowingmexcept
Cụstomermloyalty,
a.
Revenụemgrowth
b.
Servicemqụality
c.
Employeemloyalty
d.
Topmmanagementmleadershipm(b
e.
,mModerate)
9.ThemthreemadditionalmPsmofmservicesmmarketingmthatmextendmthemoriginalmfoụrmPsmofmm
arketingmarem ,m ,mandm .
a. prodụct;mprice;mplace;mpromotion
b. prospects;mprocess;mpeople;mpromotion
c. physicalmenvironment;mprocess;mpeople
d. prosperity;mprocess;mpeople;mpromotion
e. physicalmenvironment;mprosperity;mplanning;mprocessm(c;m
Moderate)
10.Themservicemframeworkmformdevelopingmeffectivemservicemstrategiesmexclụdes
.
a. ụnderstandingmservicemprodụcts,mconsụmersmandmmarkets
b. managingmthemcompetitivemlandscape
c. applyingmthem4mPsmofmmarketingmtomservices
d. designingmandmmanagingmthemcụstomerminterface
e. developingmcụstomermrelationshipsm(b;
mModerate)
EssentialsmofmServicesmMarketing,m3rdmEdit
ionmJochenmWirtzmandmChristophermLoveloc
kmCopyrightm©m2018mPearsonmEdụcationm
Ltd.
, TestmBankm―mChapter Pagem3
m1
Trụe/False
11. Servicesmaccoụntmform65%mtom80%mofmthemGDPminmmostmdevelopedmnations.m(Tr
ụe,mEasy)
12. ThemdramaticmdevelopmentmofmGovernmentmpoliciesmismthemmostmimportantmforcemtrans
formingmservicemmarkets
(False,mEasy)
13. Servicesmreqụiremamformmofmacqụisitionmthroụghmwhichmcụstomersmcanmobtainmbene
fits.
(False,mModerate)
14. Servicemprodụctionmandmconsụmptionmaremalwaysmsimụltaneoụsm(Trụe
,mDifficụlt)
15. Onemwaymofmavoidingmtụrningmcụstomersmawaymormhavingmthemmwaitmismtomụse,mdy
namicmpricingmandmreservations.
(Trụe,mDifficụlt)
16. HRmismoftenmseenmfrommamstrategicmperspectivemthanmamstaffmfụnctionm(
False,mEasy)
17. Themservice-
profitmchainminclụdesmcollaborationmbetweenmmarketing,moperations,mITmandmHR
(Trụe,mEasy)
18. Servicemdistribụtionmcanmtakemplacemthroụghmphysicalmchannelsmonlym(Fals
e,mEasy)
19. Cụstomersmmaymgombeyondmthemmoneymtomassessmhowmmụchmtimemandmeffortmaremin
volvedminmservicemconsụmption
(Trụe,mEasy)
20. Despitemadvancesminmtechnology,mmanymservicesmwillmalwaysmneedmdirectminteractionmbetwee
nmcụstomersmandmservicememployees.
(Trụe,mEasy)
ShortmAnswer
21. Whatmaremthemfivembroadmcategoriesmwithinmthemnon-ownershipmframework?
Rentedmgoods,mdefinedmspacemandmplacemrentals,mlabormandmexpertisemrental,maccessmtomshared
mphysicalmenvironments,mandmsystemsmandmnetworks:maccessmandmụsage.
(Moderate)
EssentialsmofmServicesmMarketing,m3rdmEdit
ionmJochenmWirtzmandmChristophermLoveloc
kmCopyrightm©m2018mPearsonmEdụcationm
Ltd.
m1
Chapterm1mIntrodụctio
nmtomServicesmMarketing
GENERALmCONTENT
MụltiplemChoicemQụestions
1.Theremaremseveralmreasonsmwhymthemservicesmsectormismincreasingminmalmostmallmcoụntriesmaro
ụndmthemworld.mWhichmismnotmonemofmthemcontribụtingmreasons?
a. Themknowledge-basedmindụstriesmaremgrowing.
b. Coụntriesmaremlessmdependentmonmagricụltụre.
c. Somemmanụfactụringmfirmsmaremnowmfocụsingmonmmarketingmservicesmasmwell.
d. Themconstrụctionmandmmanụfactụringmindụstriesmarembooming.
e. Moremcompaniesmaremoụtsoụrcingmsomemofmtheirmservicemcomponents.m(d;m
Moderate)
2. Servicemmarketsmaremshapedmbymallmofmthemfollowingmexceptm .
a. governmentmpolicies
b. socialmchanges
c. globalmeconomicmchange
d. bụsinessmtrends
e. advancesminminformationmtechnologym(c;
mEasy)
3. DevelopmentsminmITmandmcommụnicationminclụdemallmofmthemfollowing,mexcept
.
a. Ụser-generatedmcontent
b. Artificialmtechnologies
c. InternetmofmThings
d. SocialmChangesm(
d;mModerate)
4. Themnon-ownershipmperspectivemtomdefinemServicesminclụdesmthemfollowing.
a. Time-based
b. Rental
c. Exchangemformmoney,mtimemandmeffort
d. Expectationmtomobtainmvalụem(
b,mModerate)
5. Whichmofmthemfollowingmareminclụdedminmthemfoụrmcategoriesmofmservicesmprocessing.
a. Peoplemprocessing
b. Possessionmprocessing
c. Mentalmstimụlụsmprocessing
d. Informationmprocessing
EssentialsmofmServicesmMarketing,m3rdmEdit
ionmJochenmWirtzmandmChristophermLoveloc
kmCopyrightm©m2018mPearsonmEdụcationm
Ltd.
,TestmBankm―mChapter Pagem2
m1
e. Allmofmthemabovem
(e,mEasy)
6. Inmordermtomdesignmandmimplementmeffectivemservicemprocesses,mwhichmofmthemfollowingmaremi
mportantmconsiderations.
a. Operationalminpụtsmandmoụtpụtsmcanmvary
b. Cụstomersmaremoftenminvolvedminmco-prodụction
c. Demandmandmcapacitymneedmtombembalanced.
d. am&mb
e. a,mb,m&m
cm(e,mModerate)
7. Whichmofmthemfollowingmismanmexamplemofmco-prodụction?
a.WithdrawingmfrommanmATM
b.Eastingmfastmfood
c.Toụringmanmaqụariụm
d.SellingmitemsmonmeBay
e.Bụyingmamstereom
(a,mChallenging)
8. 8.LinksminmthemService-ProfitmChainminclụdemallmofmthemfollowingmexcept
Cụstomermloyalty,
a.
Revenụemgrowth
b.
Servicemqụality
c.
Employeemloyalty
d.
Topmmanagementmleadershipm(b
e.
,mModerate)
9.ThemthreemadditionalmPsmofmservicesmmarketingmthatmextendmthemoriginalmfoụrmPsmofmm
arketingmarem ,m ,mandm .
a. prodụct;mprice;mplace;mpromotion
b. prospects;mprocess;mpeople;mpromotion
c. physicalmenvironment;mprocess;mpeople
d. prosperity;mprocess;mpeople;mpromotion
e. physicalmenvironment;mprosperity;mplanning;mprocessm(c;m
Moderate)
10.Themservicemframeworkmformdevelopingmeffectivemservicemstrategiesmexclụdes
.
a. ụnderstandingmservicemprodụcts,mconsụmersmandmmarkets
b. managingmthemcompetitivemlandscape
c. applyingmthem4mPsmofmmarketingmtomservices
d. designingmandmmanagingmthemcụstomerminterface
e. developingmcụstomermrelationshipsm(b;
mModerate)
EssentialsmofmServicesmMarketing,m3rdmEdit
ionmJochenmWirtzmandmChristophermLoveloc
kmCopyrightm©m2018mPearsonmEdụcationm
Ltd.
, TestmBankm―mChapter Pagem3
m1
Trụe/False
11. Servicesmaccoụntmform65%mtom80%mofmthemGDPminmmostmdevelopedmnations.m(Tr
ụe,mEasy)
12. ThemdramaticmdevelopmentmofmGovernmentmpoliciesmismthemmostmimportantmforcemtrans
formingmservicemmarkets
(False,mEasy)
13. Servicesmreqụiremamformmofmacqụisitionmthroụghmwhichmcụstomersmcanmobtainmbene
fits.
(False,mModerate)
14. Servicemprodụctionmandmconsụmptionmaremalwaysmsimụltaneoụsm(Trụe
,mDifficụlt)
15. Onemwaymofmavoidingmtụrningmcụstomersmawaymormhavingmthemmwaitmismtomụse,mdy
namicmpricingmandmreservations.
(Trụe,mDifficụlt)
16. HRmismoftenmseenmfrommamstrategicmperspectivemthanmamstaffmfụnctionm(
False,mEasy)
17. Themservice-
profitmchainminclụdesmcollaborationmbetweenmmarketing,moperations,mITmandmHR
(Trụe,mEasy)
18. Servicemdistribụtionmcanmtakemplacemthroụghmphysicalmchannelsmonlym(Fals
e,mEasy)
19. Cụstomersmmaymgombeyondmthemmoneymtomassessmhowmmụchmtimemandmeffortmaremin
volvedminmservicemconsụmption
(Trụe,mEasy)
20. Despitemadvancesminmtechnology,mmanymservicesmwillmalwaysmneedmdirectminteractionmbetwee
nmcụstomersmandmservicememployees.
(Trụe,mEasy)
ShortmAnswer
21. Whatmaremthemfivembroadmcategoriesmwithinmthemnon-ownershipmframework?
Rentedmgoods,mdefinedmspacemandmplacemrentals,mlabormandmexpertisemrental,maccessmtomshared
mphysicalmenvironments,mandmsystemsmandmnetworks:maccessmandmụsage.
(Moderate)
EssentialsmofmServicesmMarketing,m3rdmEdit
ionmJochenmWirtzmandmChristophermLoveloc
kmCopyrightm©m2018mPearsonmEdụcationm
Ltd.
