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Exam 12: Managing Services

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Question 61

Multiple Choice

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Sarah has a backache due to overexertion. She believes a massage would loosen her back muscles and make her feel better. She is concerned because a massage unlike a pair of shoes cannot be felt before she buys it. Sarah realizes massages have properties. ______

A) search
B) form
C) credence
D) experience

E) A) and B)
F) A) and C)

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Question 62

Multiple Choice

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Allstate Insurance stresses to its card holders that help is "just one call away", and that "you are in good hands." Which statement below best describes what Allstate is offering?

A) The services cannot be held, seen, or touched before the purchase decision.
B) The service cannot be described only experienced.
C) The value of the service provided can only be determined using subjective criteria.
D) The quantity can vary.

E) B) and C)
F) None of the above

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Question 63

Multiple Choice

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When Brad heard, "There is no waiting in checkout lines 2, 4, and 5," he knew that the supermarket had:

Services such as restaurants and child care are evaluated on __________properties.

According to the text, when designing the product element of the marketing mix for services, marketing managers should give special attention to:

Social media is playing a significant part in marketing the service product of top companies. Interbrand found that__________ percent of service brands on the Interbrand List had a Facebook page, and __________percent use Twitter.

Which of the following statements about services is true?

Four Seasons is known for 'knowing all about the customer and their preferences' before they walk into the door. After a busy day at a tradeshow all day, Janine walks into the lobby and is greeted by name by a staff member who informs Janine that she booked her a foot massage for later in the evening. This is a great example of:

Andrea Arena is the owner of 2 Places at 1 Time, a concierge company. She and her staff of 60 perform everyday services such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office for people who are too busy to perform these simple acts themselves. One way she tries to ensure of services for her regular customers is to make sure that the same person is always assigned to work for them.

Services performed by plastic surgeons or lawyers are primarily evaluated on__________ properties.

According to the textbook, the Internet and other global platforms has increased which aspect of the marketing mix for services?

Before beginning each work shift at Lululemon, the manager conducts a quick training session and energy building exercise so the staff are both informed and energized to work the shift. This is an example:

The two basic components of a customer's evaluation of services are:

What is internal marketing? Why is it important in services marketing?

One of the primary difference between tangible goods and services involves the consumer's ability to make pre-purchase evaluations. For example, consumers can quite easily make comparisons and evaluations of clothing, automobiles, and Appliances before making a purchase. On the other hand, consumers can evaluate Services such as restaurants, beauty salons, and laundromats only during or after the purchase. Indeed, tangible products have __________properties, while services have __________Properties.

Where would potatoes, a photographic studio, and a psychologist fit into the service continuum?

Using a workflow mapping tool such as Microsoft VISIO would come in handy when creating a:

Obtaining mortgage advice from a financial institution would be best classified as a(n)

Which statement below is incorrect as it relates to the concept of inseparability?

At the end of every season, the LA Galaxy soccer team sends their season ticket holders a digital survey asking them to rank several items that they experienced. Which tool is LA Galaxy using?