Question 1

Patronage-oriented pricing focuses on maximizing the surplus of income over costs.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is the most important factor influencing the distribution strategy of a time-dependent service provider?

Accepted Answer

A)  ​Scheduling
B)  Tangible cues
C)  Price bundling
D)  ​CustomizationE) None of the above
F) C) and D)

Question 3

The first step toward success in the global marketplace for a nonprofit service firm is to determine the nature of its core products.

Accepted Answer

A) True 
 B)False

Question 4

A credence quality is a characteristic that can be easily assessed before purchase.

Accepted Answer

A) True 
 B)False

Question 5

Unlike goods,services:

Accepted Answer

A)  ​are produced in a centralized location and consumed in decentralized locations.
B)  are tangible performances.
C)  are stored, warehoused, and inventoried.
D)  ​are more heterogeneous and less standardized and uniform.E) B) and C)
F) A) and B)

Question 6

To close the gap between what a company provides and what the customer is told it provides,the company must:

Accepted Answer

A)  ​ensure that employees have the skills and the proper tools to perform their jobs.
B)  create realistic customer expectations through honest, accurate communication.
C)  encourage teamwork and train employees so that they know what the management expects.
D)  ​stay attuned to customer wishes by researching customer needs and satisfaction.E) A) and B)
F) B) and D)

Question 7

A difference between goods and services is that goods:

Accepted Answer

A)  ​have more search qualities.
B)  exhibit more credence qualities.
C)  can be assessed only after use.
D)  ​are intangible performances.E) A) and C)
F) A) and B)

Question 8

Laelle Airlines,an international airlines company,offers a variety of services to its customers.Given this information,which of the following is the core service provided by Laelle Airlines?

Accepted Answer

A)  ​Providing plush seats with comfortable legroom for its passengers
B)  Offering three-course meals for the passengers who travel in the airlines
C)  Providing personalized toiletries, including wet towels and sleep masks, for all passengers
D)  ​Offering souvenirs to all the passengers after their travelE) A) and D)
F) All of the above

Question 9

Service quality is easier to define and measure than the quality of tangible goods.

Accepted Answer

A) True 
 B)False

Question 10

Nonprofit organizations differ from profit organizations in that nonprofit organizations:

Accepted Answer

A)  ​target the niche market segments that may be most profitable.
B)  compete with, rather than complement, the efforts of other organizations in the market.
C)  must often target those who are apathetic about or strongly opposed to receiving their services.
D)  ​give priority to developing those market segments that are most likely to respond to particular offerings.E) B) and C)
F) C) and D)

Question 11

Briefly explain what service firms must do to be successful in the global marketplace.

Accepted Answer

Answers will vary.The international mark...

Question 12

According to the gap model of service quality,the gap between what customers want and what management thinks customers want results from:

Accepted Answer

A)  ​a lack of understanding or a misrepresentation of the customers' needs, wants, or desires.
B)  management's inability to translate customers' needs into delivery systems within the firm.
C)  the inability of management and employees to do what should be done.
D)  ​misleading or deceptive advertising campaigns that promise more than what the firm can deliver.E) All of the above
F) C) and D)

Question 13

_____ refers to the inability of services to be stored,warehoused,or inventoried.

Accepted Answer

A)  ​Variability
B)  Reliability
C)  Heterogeneity
D)  ​PerishabilityE) All of the above
F) C) and D)

Question 14

Marketers have more trouble promoting tangible goods than intangible services.

Accepted Answer

A) True 
 B)False

Question 15

In the context of service processes,_____ takes place when the service is directed at a customer.

Accepted Answer

A)  ​information processing
B)  possession processing
C)  mental stimulus processing
D)  ​people processingE) All of the above
F) C) and D)

Exam 12: Services and Nonprofit Organization Marketing

Laelle Airlines,an international airlines company,offers a variety of services to its customers.Given this information,which of the following is the core service provided by Laelle Airlines?

Correct Answer
verified

Unlike goods,services:

Correct Answer
verified

The first step toward success in the global marketplace for a nonprofit service firm is to determine the nature of its core products.

Correct Answer
verified

_____ refers to the inability of services to be stored,warehoused,or inventoried.

Correct Answer
verified

Patronage-oriented pricing focuses on maximizing the surplus of income over costs.

Correct Answer
verified

To close the gap between what a company provides and what the customer is told it provides,the company must:

Correct Answer
verified

Which of the following is the most important factor influencing the distribution strategy of a time-dependent service provider?

Correct Answer
verified

Nonprofit organizations differ from profit organizations in that nonprofit organizations:

Correct Answer
verified

A difference between goods and services is that goods:

Correct Answer
verified

A credence quality is a characteristic that can be easily assessed before purchase.

Correct Answer
verified

In the context of service processes,_____ takes place when the service is directed at a customer.

Correct Answer
verified

Briefly explain what service firms must do to be successful in the global marketplace.

Correct Answer
verified
Answers will vary.The international mark...
View Answer

Marketers have more trouble promoting tangible goods than intangible services.

Correct Answer
verified

According to the gap model of service quality,the gap between what customers want and what management thinks customers want results from:

Correct Answer
verified

Service quality is easier to define and measure than the quality of tangible goods.

Correct Answer
verified

Exam 12: Services and Nonprofit Organization Marketing

Laelle Airlines,an international airlines company,offers a variety of services to its customers.Given this information,which of the following is the core service provided by Laelle Airlines?

Correct AnswerverifiedShow Answer

Unlike goods,services:

Correct AnswerverifiedShow Answer

The first step toward success in the global marketplace for a nonprofit service firm is to determine the nature of its core products.

Correct AnswerverifiedShow Answer

_____ refers to the inability of services to be stored,warehoused,or inventoried.

Correct AnswerverifiedShow Answer

Patronage-oriented pricing focuses on maximizing the surplus of income over costs.

Correct AnswerverifiedShow Answer

To close the gap between what a company provides and what the customer is told it provides,the company must:

Correct AnswerverifiedShow Answer

Which of the following is the most important factor influencing the distribution strategy of a time-dependent service provider?

Correct AnswerverifiedShow Answer

Nonprofit organizations differ from profit organizations in that nonprofit organizations:

Correct AnswerverifiedShow Answer

A difference between goods and services is that goods:

Correct AnswerverifiedShow Answer

A credence quality is a characteristic that can be easily assessed before purchase.

Correct AnswerverifiedShow Answer

In the context of service processes,_____ takes place when the service is directed at a customer.

Correct AnswerverifiedShow Answer

Briefly explain what service firms must do to be successful in the global marketplace.

Correct AnswerverifiedAnswers will vary.The international mark...View AnswerShow Answer

Marketers have more trouble promoting tangible goods than intangible services.

Correct AnswerverifiedShow Answer

According to the gap model of service quality,the gap between what customers want and what management thinks customers want results from:

Correct AnswerverifiedShow Answer

Service quality is easier to define and measure than the quality of tangible goods.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Answers will vary.The international mark...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified