TEST BANK
Ch. 01
Introduction to Services
Multiple Choice Questions
1. (page:3) In the_ simplest terms, _____ are deeds, processes and performances.
A. Attributes
B. Experiences
C. Services
D. Goods
E. Benefits
DIF: Easy
2. (page: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
DIF: Easy
3. (page: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
DIF: Easy
1
,TEST BANK
4. (page: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
DIF: Easy
5. (page: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
DIF: Easy
6. (page: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
DIF: Easy
1
,TEST BANK
7. (page: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
DIF: Easy
8. (page: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
DIF: Easy
9. (page:8) Extron Electronics makes coaxial cables for connecting computers to all types of peripheral devices
like printers, modems and fax machines. For the_ benefit of its customers, Extron provides a laminated card
with pictures of all the_ possible cable connections that a customer could need. With this card, a customer can
order from one to any number of connectors with as many feet of cable as is needed. Orders can be placed
using a toll-free number, a fax number or an e-mail address. Company reps are also available 24-hours a day
in case the_ customer is not sure which drawing on the_ card matches his or her needs. Orders are shipped
within 48-hours of receipt. If a customer is not completely satisfied with his or her order, Extron has a 100
percent satisfaction guaranteed return policy. Which of the_ following trends that has influenced the_
development of services marketing concepts and strategies as illustrated by Extron's focus on customer
service?
A. The_ increasing importance of service industries to the_ U.S. and world economies
B. The_ increase of government regulation of service industries
C. The_ growth in information-based technology
D. Increased competition in professional services
E. Manufacturing firms are placing increased emphasis on providing services
DIF: Moderate
1
, TEST BANK
10. (page:8) Which of the_ following trends has directly influenced the_ development of services marketing
concepts and strategies?
A. The_ decreasing importance of service industries to the_ U.S. and world economies
B. The_ growth in information-based technology
C. Decreased competition in professional services
D. The_ fact that manufacturing firms are placing increased emphasis on providing services
E. None of the_ above
DIF: Moderate
11. (page:8) On his way to work today, Terry saw a billboard for a physician's group that specialized in vascular
surgery. In his local newspaper there was a full-page ad for a medical clinic that performed similar surgery.
Then in his mail, he got a brochure from yet another medical clinic asking him if he wanted to get rid of ugly
varicose veins. Which trend that influenced the_ development of services marketing concepts and strategies is
illustrated here?
A. The_ increasing importance of service industries to the_ U.S. and world economies
B. The_ increase of government regulation of professional service industries
C. The_ growth in database marketing
D. Increased competition in professional services
E. Professional firms are placing increased emphasis on providing services
DIF: Easy
12. (page:10) Which of the_ following statements about services is true?
A. A service economy produces services at the_ expense of other sectors.
B. Service jobs are low paying and menial.
C. Service production is labor intensive and low in productivity.
D. Service is a necessary evil for manufacturing firms.
E. Marketing and managing services presents issues and challenges not faced in manufacturing and packaged
goods companies.
DIF: Easy
1
Ch. 01
Introduction to Services
Multiple Choice Questions
1. (page:3) In the_ simplest terms, _____ are deeds, processes and performances.
A. Attributes
B. Experiences
C. Services
D. Goods
E. Benefits
DIF: Easy
2. (page: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
DIF: Easy
3. (page: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
DIF: Easy
1
,TEST BANK
4. (page: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
DIF: Easy
5. (page: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
DIF: Easy
6. (page: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
DIF: Easy
1
,TEST BANK
7. (page: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
DIF: Easy
8. (page: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
DIF: Easy
9. (page:8) Extron Electronics makes coaxial cables for connecting computers to all types of peripheral devices
like printers, modems and fax machines. For the_ benefit of its customers, Extron provides a laminated card
with pictures of all the_ possible cable connections that a customer could need. With this card, a customer can
order from one to any number of connectors with as many feet of cable as is needed. Orders can be placed
using a toll-free number, a fax number or an e-mail address. Company reps are also available 24-hours a day
in case the_ customer is not sure which drawing on the_ card matches his or her needs. Orders are shipped
within 48-hours of receipt. If a customer is not completely satisfied with his or her order, Extron has a 100
percent satisfaction guaranteed return policy. Which of the_ following trends that has influenced the_
development of services marketing concepts and strategies as illustrated by Extron's focus on customer
service?
A. The_ increasing importance of service industries to the_ U.S. and world economies
B. The_ increase of government regulation of service industries
C. The_ growth in information-based technology
D. Increased competition in professional services
E. Manufacturing firms are placing increased emphasis on providing services
DIF: Moderate
1
, TEST BANK
10. (page:8) Which of the_ following trends has directly influenced the_ development of services marketing
concepts and strategies?
A. The_ decreasing importance of service industries to the_ U.S. and world economies
B. The_ growth in information-based technology
C. Decreased competition in professional services
D. The_ fact that manufacturing firms are placing increased emphasis on providing services
E. None of the_ above
DIF: Moderate
11. (page:8) On his way to work today, Terry saw a billboard for a physician's group that specialized in vascular
surgery. In his local newspaper there was a full-page ad for a medical clinic that performed similar surgery.
Then in his mail, he got a brochure from yet another medical clinic asking him if he wanted to get rid of ugly
varicose veins. Which trend that influenced the_ development of services marketing concepts and strategies is
illustrated here?
A. The_ increasing importance of service industries to the_ U.S. and world economies
B. The_ increase of government regulation of professional service industries
C. The_ growth in database marketing
D. Increased competition in professional services
E. Professional firms are placing increased emphasis on providing services
DIF: Easy
12. (page:10) Which of the_ following statements about services is true?
A. A service economy produces services at the_ expense of other sectors.
B. Service jobs are low paying and menial.
C. Service production is labor intensive and low in productivity.
D. Service is a necessary evil for manufacturing firms.
E. Marketing and managing services presents issues and challenges not faced in manufacturing and packaged
goods companies.
DIF: Easy
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