Essentials of Services Marketing – 4th Edition (Jochen Wirtz) | Complete Test Bank with Verified Answers

Introduction to Services
n n n n

, Marketing


GENERAL nn nn CONTENT

Multiple nn nn Choice n n n n Questions

1. There are several reasons why the services
n n sector is n n n n n n n n n n n n n n


increasing in almost all countries
n n around the world. n n n n nn n n n n n n n n


Which isn not
n one of the contributing reasons?
n n n n n n n n n n n n nn


a. The knowledge-based industries are growing. n n n n n n n n


b. Countries are less dependent on agriculture. n n n n n n n n n n


c. Some manufacturing firms are now focusing on marketing n n n n n n n n n n n n n n


services as well. n n n n nn


d. The construction and manufacturing industries
n n are booming. n n n n n n n n n n


e. More companies are outsourcing some of n n n n n n n n n n


their service components. (d; Moderate)
n n n n nn n n n n




2. Service markets are shaped n n n n n n n n n n n n n n by n n all n n n n of n n the n n following n n n n except n n .
a. government policies n n


b. social changes n n


c. global economic change n n n n


d. business trends n n


e. advances in n n


nninformation technology nn


n (c; Easy)
n n n




3. Developments n n in n n IT n n and n n communication nn nn include n n all n n of n n the n n following,
except n n


.
a. User-generated content n n


b. Artificial technologies n n


c. Internet of Things n n n n


d. Social
nn Changes
n (d;
n


nn Moderate)

4. The non-ownership n n n n perspective n n to n n define n n Services n n includes n n the n n following.
a. Time-based
b. Rental
c. Exchange for n n n n money, nn nn time n n and n n effort
d. Expectation to n n


obtain value (b,
n n nn n n


n Moderate)
n




5. Which of the following are included n n n n n n n n n n n n in n n the n n four
categories nof services processing.
n n n n n n n


a. People processing n n


b. Possession processing
nn nn n n

,c. Mental stimulus
n n processing
n n


d. Information processing
n n

, e. All of n n


n n the above (e,
nn n n


n n Easy)

6. In order to design and implement effective service
n n n n n n n n n n n n n n


processes, which of the following are important
n n n n n n nn n n n n n n


considerations.
n n


a. Operational inputs and outputs can vary n n n n n n n n n n


b. Customers are often involved in co-production n n n n n n n n n n


c. Demand and capacity need to be balanced. n n n n nn nn nn nn nn nn n n


d. a & b n n nn nn nn


e. a, b, n n


n n & c (e, nn n n


nn Moderate)

7. Which of the following is ann n n n n n n n n n nn nn example n n of nn nn co-production?
a. Withdrawing from an ATM n n n n n n


b. Easting fast food n n n n


c. Touring an aquarium n n nn nn


d. Selling items on eBay n n nn nn nn nn


e. Buying
nna stereo (a,
nn n n


nnChallenging)

8. 8. Links in the Service-Profit nn nn n n n n n n Chain n n include nn nn all n n of n n the n n following nn nn excep
a. Customer loyalty, n n


b. Revenue growth n n


c. Service quality n n


d. Employee loyalty n n


e. Top management n n


nnleadership (b, n n


n Moderate)
n




9. The three additional Ps of services marketing
n n n n n n n n n n n n n n that
extend the original four Ps of marketing are
n n n n n n nn n n n n n n n n n n , n n ,
and
n n


.
a. product; price; place; promotion n n n n nn nn


b. prospects; process; people; promotion n n n n n n


c. physical environment; process; people n n n n n n


d. prosperity; process; people; promotion n n n n n n


e. physical environment; prosperity; n n n n


n n planning; process (c; Moderate) nn n n n n




10. The n n service n n framework n n for n n developing n n effective n n service n n strategies n n excludes
.