BA 370 - Chapter 13 Exam | Questions with 100%
Correct Answers | Verified | Latest Update
2026/2027
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Terms in this set (144)
Customer service is best adds to marketing efforts by helping to meet the
represented by which of the customers' needs and wants
following statements? Customer
service _____.
A deed, performance, or effort that Service
cannot be physically possessed is
called a(n) _____.
Which of the following Volatility
characteristics is NOT one that
distinguishes services from
products?
The most fundamental difference Intangible
between services and goods is that
services are _____.
,Consumers can see and touch a Intangible
product, such as a laptop computer,
but cannot touch the financing
program used to purchase the
laptop. Services cannot be touched,
tasted, or seen; they are _____.
Customer _____ refers to human or Service
mechanical activities undertaken by
firms to help satisfy their customers'
needs and wants.
One of the basic ways in which Inseparable
services differ from products is that
production and consumption are
______ from each other. Consequently,
service providers often include
options for the customer to become
more involved in the production of
the service, which usually results in
greater customer satisfaction.
Which of the following is an example Massage
of a service?
Since humans' work output cannot Heterogeneity
be standardized to the same degree
as the output of a machine, one
substantial difference between the
marketing of services and products
is the ______ of service delivery.
, Which of the following are Perishability
characteristics that make marketing Heterogeneity
services different from product Intangibility
marketing?
One of the characteristics that makes Heterogeneity
services different from product
marketing is the fact there is
tremendous ______ in delivery based
on how the provider is performing
the task at different times. The same
waiter, for example, might provide
excellent service one day, and the
next day, when he is not feeling well,
his delivered service might be
terrible.
Services are _____, which means that intangible
they cannot be touched, tasted, or
seen.
The primary reason there is greater human inputs generate differences
heterogeneity in services than in
products is because _____.
Sally is having trouble deciding Intangible
which college to attend. While the
physical aspects of the schools—their
buildings, classrooms, and libraries—
are easy to judge, the quality of
learning they offer is much more
difficult to evaluate. It is this ______ of
the purchase that makes marketing
the service, a college education,
complicated.
Correct Answers | Verified | Latest Update
2026/2027
Save
Terms in this set (144)
Customer service is best adds to marketing efforts by helping to meet the
represented by which of the customers' needs and wants
following statements? Customer
service _____.
A deed, performance, or effort that Service
cannot be physically possessed is
called a(n) _____.
Which of the following Volatility
characteristics is NOT one that
distinguishes services from
products?
The most fundamental difference Intangible
between services and goods is that
services are _____.
,Consumers can see and touch a Intangible
product, such as a laptop computer,
but cannot touch the financing
program used to purchase the
laptop. Services cannot be touched,
tasted, or seen; they are _____.
Customer _____ refers to human or Service
mechanical activities undertaken by
firms to help satisfy their customers'
needs and wants.
One of the basic ways in which Inseparable
services differ from products is that
production and consumption are
______ from each other. Consequently,
service providers often include
options for the customer to become
more involved in the production of
the service, which usually results in
greater customer satisfaction.
Which of the following is an example Massage
of a service?
Since humans' work output cannot Heterogeneity
be standardized to the same degree
as the output of a machine, one
substantial difference between the
marketing of services and products
is the ______ of service delivery.
, Which of the following are Perishability
characteristics that make marketing Heterogeneity
services different from product Intangibility
marketing?
One of the characteristics that makes Heterogeneity
services different from product
marketing is the fact there is
tremendous ______ in delivery based
on how the provider is performing
the task at different times. The same
waiter, for example, might provide
excellent service one day, and the
next day, when he is not feeling well,
his delivered service might be
terrible.
Services are _____, which means that intangible
they cannot be touched, tasted, or
seen.
The primary reason there is greater human inputs generate differences
heterogeneity in services than in
products is because _____.
Sally is having trouble deciding Intangible
which college to attend. While the
physical aspects of the schools—their
buildings, classrooms, and libraries—
are easy to judge, the quality of
learning they offer is much more
difficult to evaluate. It is this ______ of
the purchase that makes marketing
the service, a college education,
complicated.
