BUSI 2204 Final: Chapter 10 Services The Int
14 Dec 2016
School
Department
Course
Professor
Chapter 10 Services: The Intangible Product
1.
Any intangible offering that involves a deed, performance, or effort that cannot be physically
possessed is called:
A.
merchandise.
B.
a commodity.
C.
a service.
D.
a pure good.
E.
a product.
2.
Marketing a service is more challenging than marketing a product because a service is:
A.
intangible.
B.
separable.
C.
invariable.
D.
consistent.
E.
dissociable.
3.
Which of the following terms refers to a characteristic of a service which states that a service
cannot be touched, tasted, or seen?
A.
inseparable
B.
incongruent
C.
intangible
D.
inconsistent
E.
inventory
find more resources at oneclass.com
find more resources at oneclass.com
4.
The most fundamental difference between a product and a service is that a service is:
A.
inconsistent.
B.
intangible.
C.
consistent.
D.
dissociable.
E.
separable.
5.
The police department uses sentences that denote its commitment to work on its cars. This adds
_____ to its services.
A.
separability
B.
consistency
C.
variability
D.
tangibility
E.
perishability
6.
The term
inseparable
refers to that characteristic of service which states that:
A.
services cannot be touched, tasted, or seen.
B.
the quality of service may vary because it is provided by humans.
C.
services cannot be held in inventory.
D.
services are produced and consumed at the same time.
E.
services are perishable and cannot be stored for future use.
find more resources at oneclass.com
find more resources at oneclass.com
7.
When marketers refer to the fact that services cannot be held in inventory or stored for future use,
they are stating that services are:
A.
intangible.
B.
inseparable.
C.
variable.
D.
perishable.
E.
dissociable.
8.
When service providers state that services are produced and consumed at the same time, they
are referring to the fact that services are:
A.
inconsistent.
B.
intangible.
C.
inseparable.
D.
variable.
E.
perishable.
9.
Since a service is produced and consumed at the same time, a car service provider allows
customers to decide on the services they want to avail themselves of by providing an opportunity
for their customers to get directly involved in the service. Service providers employ these
measures while marketing services to overcome the _____ characteristic of services.
A.
intangible
B.
inseparable
C.
variable
D.
perishable
E.
inconsistent
find more resources at oneclass.com
find more resources at oneclass.com
Document Summary
This is an example of the _____ gap: communication, delivery, standards, knowledge, communion, a state-of-the-art gym provides a separate recreation area where customers can play chess, scrabble, and table tennis. The dimension of service that influences kathryn"s decision is: assurance, reliability, tangibility, responsiveness, empathy, karen always uses the services of flash couriers because of its competence with delivering packages on time most of the time. The service dimension that the company is trying to evaluate in this scenario is: reliability, responsiveness, assurance, empathy, tangibility, sara does not like to wait for long before being served at a restaurant. The service dimension influencing jane"s decision to stick to the same service provider is: responsiveness, reliability, tangibility, assurance, empathy, dr. white is experienced and is regarded as highly knowledgeable. These facilities represent which of the following service dimensions: empathy, responsiveness, reliability, assurance, tangibles, the university of westry has a very traditional campus with an old-world look and feel.
