of Lawyers and Client Advocacy**Lawyers have an ethical obligation to provide zealous representation for
their clients. However, this duty can create ethical conflicts, particularly when defending clients accused of
heinous crimes. For example, a lawyer may represent a client they know to be guilty, which may raise moral
questions about whether they are upholding justice or simply adhering to legal principles.#### 5.2 **Access
to Justice**Another ethical issue within the legal system is the question of access to justice. In many
jurisdictions, legal representation is prohibitively expensive for large segments of the population. This raises
concerns about fairness and whether individuals from lower socioeconomic backgrounds are disadvantaged
by the high cost of legal services. Legal aid programs and pro bono work attempt to address these disparities,
but challenges remain in ensuring equal access to justice for all.### 6. **Conclusion**Ethical and legal
issues are deeply intertwined and pervasive across all
Test Bank For
Marketing Services Marketing & Service Quality (Comprehensive Guide)
Chapter 1-4
Chapter 1: Introduction to Services
1. In the simplest terms, are deeds,processes,and performances.
A) Attributes
B) Experiences
C) Services
D) Goods
E) Benefits
2. 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
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
4
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
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
6
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
of Lawyers and Client Advocacy**Lawyers have an ethical obligation to provide zealous representation for
their clients. However, this duty can create ethical conflicts, particularly when defending clients accused of
heinous crimes. For example, a lawyer may represent a client they know to be guilty, which may raise moral
questions about whether they are upholding justice or simply adhering to legal principles.#### 5.2 **Access to
Justice**Another ethical issue within the legal system is the question of access to justice. In many
jurisdictions, legal representation is prohibitively expensive for large segments of the population. This raises
concerns about fairness and whether individuals from lower socioeconomic backgrounds are disadvantaged by
the high cost of legal services. Legal aid programs and pro bono work attempt to address these disparities, but
challenges remain in ensuring equal access to justice for all.### 6. **Conclusion**Ethical and legal issues are
deeply intertwined and pervasive across all
7
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
8
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
9
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
of Lawyers and Client Advocacy**Lawyers have an ethical obligation to provide zealous representation for
their clients. However, this duty can create ethical conflicts, particularly when defending clients accused of
heinous crimes. For example, a lawyer may represent a client they know to be guilty, which may raise moral
questions about whether they are upholding justice or simply adhering to legal principles.#### 5.2 **Access
to Justice**Another ethical issue within the legal system is the question of access to justice. In many
jurisdictions, legal representation is prohibitively expensive for large segments of the population. This raises
concerns about fairness and whether individuals from lower socioeconomic backgrounds are disadvantaged
by the high cost of legal services. Legal aid programs and pro bono work attempt to address these disparities,
but challenges remain in ensuring equal access to justice for all.### 6. **Conclusion**Ethical and legal
issues are deeply intertwined and pervasive across all
10
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
11
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
12
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.
13
Without good mailing lists,businesses cannot engage in effective direct-marketing advertising.On
average 20 percent of the U.S.population moves annually.Return Path is a company that provides
changes of addresses to businesses.It takes a business's mailing list,compares it to address changes
that it gathers daily in its database and makes any necessary corrections.Return Path is a part of
which trend in the services marketing industry?
of Lawyers and Client Advocacy**Lawyers have an ethical obligation to provide zealous representation for
their clients. However, this duty can create ethical conflicts, particularly when defending clients accused of
heinous crimes. For example, a lawyer may represent a client they know to be guilty, which may raise moral
questions about whether they are upholding justice or simply adhering to legal principles.#### 5.2 **Access
to Justice**Another ethical issue within the legal system is the question of access to justice. In many
jurisdictions, legal representation is prohibitively expensive for large segments of the population. This raises
concerns about fairness and whether individuals from lower socioeconomic backgrounds are disadvantaged
by the high cost of legal services. Legal aid programs and pro bono work attempt to address these disparities,
but challenges remain in ensuring equal access to justice for all.### 6. **Conclusion**Ethical and legal
issues are deeply intertwined and pervasive across all
A) The increasing importance of service industries to the U.S.and world economies
B) The decrease of human interaction as a result of widespread use of technology-based services
C) The growth in the use of technology-based services
D) Increased competition in the direct-mail industry
E) The fact that direct marketing firms are placing increased emphasis on providing services
14
Gina and Henry were having breakfast when they decided they wanted to have pizza and watch a
their clients. However, this duty can create ethical conflicts, particularly when defending clients accused of
heinous crimes. For example, a lawyer may represent a client they know to be guilty, which may raise moral
questions about whether they are upholding justice or simply adhering to legal principles.#### 5.2 **Access
to Justice**Another ethical issue within the legal system is the question of access to justice. In many
jurisdictions, legal representation is prohibitively expensive for large segments of the population. This raises
concerns about fairness and whether individuals from lower socioeconomic backgrounds are disadvantaged
by the high cost of legal services. Legal aid programs and pro bono work attempt to address these disparities,
but challenges remain in ensuring equal access to justice for all.### 6. **Conclusion**Ethical and legal
issues are deeply intertwined and pervasive across all
Test Bank For
Marketing Services Marketing & Service Quality (Comprehensive Guide)
Chapter 1-4
Chapter 1: Introduction to Services
1. In the simplest terms, are deeds,processes,and performances.
A) Attributes
B) Experiences
C) Services
D) Goods
E) Benefits
2. 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
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
4
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
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
6
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
of Lawyers and Client Advocacy**Lawyers have an ethical obligation to provide zealous representation for
their clients. However, this duty can create ethical conflicts, particularly when defending clients accused of
heinous crimes. For example, a lawyer may represent a client they know to be guilty, which may raise moral
questions about whether they are upholding justice or simply adhering to legal principles.#### 5.2 **Access to
Justice**Another ethical issue within the legal system is the question of access to justice. In many
jurisdictions, legal representation is prohibitively expensive for large segments of the population. This raises
concerns about fairness and whether individuals from lower socioeconomic backgrounds are disadvantaged by
the high cost of legal services. Legal aid programs and pro bono work attempt to address these disparities, but
challenges remain in ensuring equal access to justice for all.### 6. **Conclusion**Ethical and legal issues are
deeply intertwined and pervasive across all
7
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
8
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
9
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
of Lawyers and Client Advocacy**Lawyers have an ethical obligation to provide zealous representation for
their clients. However, this duty can create ethical conflicts, particularly when defending clients accused of
heinous crimes. For example, a lawyer may represent a client they know to be guilty, which may raise moral
questions about whether they are upholding justice or simply adhering to legal principles.#### 5.2 **Access
to Justice**Another ethical issue within the legal system is the question of access to justice. In many
jurisdictions, legal representation is prohibitively expensive for large segments of the population. This raises
concerns about fairness and whether individuals from lower socioeconomic backgrounds are disadvantaged
by the high cost of legal services. Legal aid programs and pro bono work attempt to address these disparities,
but challenges remain in ensuring equal access to justice for all.### 6. **Conclusion**Ethical and legal
issues are deeply intertwined and pervasive across all
10
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
11
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
12
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.
13
Without good mailing lists,businesses cannot engage in effective direct-marketing advertising.On
average 20 percent of the U.S.population moves annually.Return Path is a company that provides
changes of addresses to businesses.It takes a business's mailing list,compares it to address changes
that it gathers daily in its database and makes any necessary corrections.Return Path is a part of
which trend in the services marketing industry?
of Lawyers and Client Advocacy**Lawyers have an ethical obligation to provide zealous representation for
their clients. However, this duty can create ethical conflicts, particularly when defending clients accused of
heinous crimes. For example, a lawyer may represent a client they know to be guilty, which may raise moral
questions about whether they are upholding justice or simply adhering to legal principles.#### 5.2 **Access
to Justice**Another ethical issue within the legal system is the question of access to justice. In many
jurisdictions, legal representation is prohibitively expensive for large segments of the population. This raises
concerns about fairness and whether individuals from lower socioeconomic backgrounds are disadvantaged
by the high cost of legal services. Legal aid programs and pro bono work attempt to address these disparities,
but challenges remain in ensuring equal access to justice for all.### 6. **Conclusion**Ethical and legal
issues are deeply intertwined and pervasive across all
A) The increasing importance of service industries to the U.S.and world economies
B) The decrease of human interaction as a result of widespread use of technology-based services
C) The growth in the use of technology-based services
D) Increased competition in the direct-mail industry
E) The fact that direct marketing firms are placing increased emphasis on providing services
14
Gina and Henry were having breakfast when they decided they wanted to have pizza and watch a
