Chapter 01
Introduction to Services
Multiple Choice Questions
1. (p. 3) In the simplest terms, _____ are deeds, processes and performances.
A. Attributes
B. Experiences
C. Services
D. Goods
E. Benefits
Difficulty: Easy
2. (p. 3) The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers and
microwaves is an example of a(n) _______.
A. Service
B. Experience
C. Attribute
D. Good
E. Benefit
Difficulty: Easy
,3. (p. 3) The core offerings of hospitals, hotels, and banks are primarily deeds and performances
and therefore, are_________________.
A. Services
B. Experiences
C. Attributes
D. Goods
E. Benefits
Difficulty: Easy
,4. (p. 3) When they go away on vacation, some dog owners choose to leave their dogs in posh pet
resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks
and hayrides. The dog owners pay around $17 per night for basic boarding at the pet resorts and
up to an additional $20 for the other activities, which would be collectively classified as:
A. Goods
B. Values
C. Services
D. Satisficers
E. Attributes
Difficulty: Easy
5. (p. 5) _____ is a key determinant of whether an offering should be classified as a product or a
service.
A. Physicality
B. Audience passivity
C. Intangibility
D. Perception
E. Abstraction
Difficulty: Easy
6. (p. 5) Which of the following is an intangible component of a car repair shop?
A. Replacement parts
B. Employee uniforms
C. Barrel for storing recyclable motor oil
D. The training the mechanic has received
E. Customer waiting area
Difficulty: Easy
, 7. (p. 5) Which of the following is an example of a tangible component provided by a hotel?
A. Wake-up call
B. Guest rooms
C. Room service
D. Express check-out
E. Guaranteed reservations
Difficulty: Easy
8. (p. 4, 11) Which of the following is NOT an example of a service business?
A. Amusement park
B. Hotel
C. Bank
D. Department store
E. Paper mill
Difficulty: Easy
Introduction to Services
Multiple Choice Questions
1. (p. 3) In the simplest terms, _____ are deeds, processes and performances.
A. Attributes
B. Experiences
C. Services
D. Goods
E. Benefits
Difficulty: Easy
2. (p. 3) The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers and
microwaves is an example of a(n) _______.
A. Service
B. Experience
C. Attribute
D. Good
E. Benefit
Difficulty: Easy
,3. (p. 3) The core offerings of hospitals, hotels, and banks are primarily deeds and performances
and therefore, are_________________.
A. Services
B. Experiences
C. Attributes
D. Goods
E. Benefits
Difficulty: Easy
,4. (p. 3) When they go away on vacation, some dog owners choose to leave their dogs in posh pet
resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks
and hayrides. The dog owners pay around $17 per night for basic boarding at the pet resorts and
up to an additional $20 for the other activities, which would be collectively classified as:
A. Goods
B. Values
C. Services
D. Satisficers
E. Attributes
Difficulty: Easy
5. (p. 5) _____ is a key determinant of whether an offering should be classified as a product or a
service.
A. Physicality
B. Audience passivity
C. Intangibility
D. Perception
E. Abstraction
Difficulty: Easy
6. (p. 5) Which of the following is an intangible component of a car repair shop?
A. Replacement parts
B. Employee uniforms
C. Barrel for storing recyclable motor oil
D. The training the mechanic has received
E. Customer waiting area
Difficulty: Easy
, 7. (p. 5) Which of the following is an example of a tangible component provided by a hotel?
A. Wake-up call
B. Guest rooms
C. Room service
D. Express check-out
E. Guaranteed reservations
Difficulty: Easy
8. (p. 4, 11) Which of the following is NOT an example of a service business?
A. Amusement park
B. Hotel
C. Bank
D. Department store
E. Paper mill
Difficulty: Easy
