Question 1

Patronage-oriented pricing seeks to match supply and demand by varying prices.

Accepted Answer

A) True 
 B)False

Question 2

Patronage-oriented pricing tries to maximize the number of services used by a consumer.

Accepted Answer

A) True 
 B)False

Question 3

In the context of promotion strategies, which of the following is an example of engaging in postpurchase communication?

Accepted Answer

A)  An airline hiring an actor to act in a series of commercials endorsing its services
B)  An insurance company using an umbrella as its logo to convey that its customers are well-protected
C)  A chartered accountant firm offering a 20 percent discount to customers who avail its services in January
D)  A hotel sending an e-mail survey to its guests asking them to rate the quality of service that they receivedE) All of the above
F) None of the above

Question 4

Tele Tales, a radio and television broadcasting company, allots two hours of its combined air time to promoting cautionary messages about tobacco and alcohol abuse. Tele Tales does not receive any sponsorship for running these advertisements. In this context, Tele Tales is most likely engaging in a sales promotion activity.

Accepted Answer

A) True 
 B)False

Question 5

A limitation of revenue-oriented pricing is that:

Accepted Answer

A)  it does not focus on maximizing the surplus of income over costs.
B)  it cannot be used by manufacturing companies.
C)  determining costs can be difficult for many services.
D)  the profit goals of a company are not taken into account.E) B) and C)
F) None of the above

Question 6

A difference between people-processing services and possession-processing services is that possession-processing services:

Accepted Answer

A)  use technology directed at a customer's assets.
B)  focus more on customers and not on their physical possessions.
C)  do not require customers to enter the service factory.
D)  focus more on training employees on employee-customer interactions.E) B) and C)
F) A) and D)

Question 7

Employees who like their jobs and are satisfied with the firm they work for are more likely to deliver superior service to customers.

Accepted Answer

A) True 
 B)False

Question 8

Chelsea runs a stock market consultancy firm. The firm advises its clients on where to invest and how to earn maximum profits. Given this information, Chelsea provides _____ through the consultancy firm.

Accepted Answer

A)  service
B)  value
C)  branding
D)  profitsE) A) and D)
F) C) and D)

Question 9

Patronage-oriented pricing focuses on maximizing the surplus of income over costs.

Accepted Answer

A) True 
 B)False

Question 10

Unlike a commercial advertiser, the sponsor of a public service advertisement pays for the time and space.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following strategies will help service organizations overcome perishability of services?

Accepted Answer

A)  Increasing the credence qualities of services
B)  Providing training to employees
C)  Improving the standard of services
D)  Finding ways to synchronize supply and demandE) None of the above
F) A) and D)

Question 12

Explain the factors that should be emphasized when deciding distribution strategies for service organizations.

Accepted Answer

Answers will vary. Distribution strategi...

Question 13

Which of the following is the most important factor that influences the distribution strategy of a time-dependent service provider?

Accepted Answer

A)  Scheduling
B)  Tangible cues
C)  Price bundling
D)  CustomizationE) A) and C)
F) B) and C)

Question 14

Each part of a firm's service mix should make a different contribution to achieving its goals.

Accepted Answer

A) True 
 B)False

Question 15

Briefly explain what service firms must do to be successful in the global marketplace.

Accepted Answer

Answers will vary. The international mar...

Question 16

Which of the following is a difference between profit organizations and nonprofit organizations?

Accepted Answer

A)  Profit organizations focus on profit and sales maximization, whereas nonprofit organizations seek to redistribute income.
B)  Profit organizations use public service advertisements for promotion, whereas nonprofit organizations use commercial advertisements for promotion.
C)  Profit organizations market complex behaviors or ideas, whereas nonprofit organizations market tangible goods.
D)  Profit organizations adopt undifferentiated segmentation strategies, whereas nonprofit organizations adopt differentiated segmentation strategies.E) A) and B)
F) A) and C)

Question 17

An online money transfer company that allows consumers to send money directly to bank accounts in several countries around the world is an example of a service firm.

Accepted Answer

A) True 
 B)False

Question 18

In the context of evaluating service quality, _____ refers to the knowledge and courtesy of employees and their ability to convey trust.

Accepted Answer

A)  heterogeneity
B)  responsiveness
C)  assurance
D)  tangibilityE) A) and B)
F) None of the above

Question 19

At the _____ of relationship marketing, a firm uses pricing incentives to encourage customers to continue doing business with it.

Accepted Answer

A)  financial level
B)  customization level
C)  structural level
D)  social levelE) B) and C)
F) A) and D)

Question 20

In the context of service quality, which of the following statements is true of reliability?

Accepted Answer

A)  It involves being caring and paying individualized attention to customers.
B)  It involves providing prompt service to customers.
C)  It is performing the service right the first time.
D)  It refers to the knowledge and courtesy of employees.E) C) and D)
F) B) and C)

Exam 12: Services and Nonprofit Organization Marketing

Which of the following is the most important factor that influences the distribution strategy of a time-dependent service provider?

Correct Answer
verified

An online money transfer company that allows consumers to send money directly to bank accounts in several countries around the world is an example of a service firm.

Correct Answer
verified

Correct Answer
verified

Explain the factors that should be emphasized when deciding distribution strategies for service organizations.

Correct Answer
verified
Answers will vary. Distribution strategi...
View Answer

A difference between people-processing services and possession-processing services is that possession-processing services:

Correct Answer
verified

Patronage-oriented pricing tries to maximize the number of services used by a consumer.

Correct Answer
verified

Patronage-oriented pricing focuses on maximizing the surplus of income over costs.

Correct Answer
verified

Employees who like their jobs and are satisfied with the firm they work for are more likely to deliver superior service to customers.

Correct Answer
verified

At the _____ of relationship marketing, a firm uses pricing incentives to encourage customers to continue doing business with it.

Correct Answer
verified

In the context of evaluating service quality, _____ refers to the knowledge and courtesy of employees and their ability to convey trust.

Correct Answer
verified

A limitation of revenue-oriented pricing is that:

Correct Answer
verified

Unlike a commercial advertiser, the sponsor of a public service advertisement pays for the time and space.

Correct Answer
verified

Which of the following is a difference between profit organizations and nonprofit organizations?

Correct Answer
verified

In the context of service quality, which of the following statements is true of reliability?

Correct Answer
verified

In the context of promotion strategies, which of the following is an example of engaging in postpurchase communication?

Correct Answer
verified

Chelsea runs a stock market consultancy firm. The firm advises its clients on where to invest and how to earn maximum profits. Given this information, Chelsea provides _____ through the consultancy firm.

Correct Answer
verified

Each part of a firm's service mix should make a different contribution to achieving its goals.

Correct Answer
verified

Patronage-oriented pricing seeks to match supply and demand by varying prices.

Correct Answer
verified

Briefly explain what service firms must do to be successful in the global marketplace.

Correct Answer
verified
Answers will vary. The international mar...
View Answer

Which of the following strategies will help service organizations overcome perishability of services?

Correct Answer
verified

Exam 12: Services and Nonprofit Organization Marketing

Which of the following is the most important factor that influences the distribution strategy of a time-dependent service provider?

Correct AnswerverifiedShow Answer

An online money transfer company that allows consumers to send money directly to bank accounts in several countries around the world is an example of a service firm.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Explain the factors that should be emphasized when deciding distribution strategies for service organizations.

Correct AnswerverifiedAnswers will vary. Distribution strategi...View AnswerShow Answer

A difference between people-processing services and possession-processing services is that possession-processing services:

Correct AnswerverifiedShow Answer

Patronage-oriented pricing tries to maximize the number of services used by a consumer.

Correct AnswerverifiedShow Answer

Patronage-oriented pricing focuses on maximizing the surplus of income over costs.

Correct AnswerverifiedShow Answer

Employees who like their jobs and are satisfied with the firm they work for are more likely to deliver superior service to customers.

Correct AnswerverifiedShow Answer

At the _____ of relationship marketing, a firm uses pricing incentives to encourage customers to continue doing business with it.

Correct AnswerverifiedShow Answer

In the context of evaluating service quality, _____ refers to the knowledge and courtesy of employees and their ability to convey trust.

Correct AnswerverifiedShow Answer

A limitation of revenue-oriented pricing is that:

Correct AnswerverifiedShow Answer

Unlike a commercial advertiser, the sponsor of a public service advertisement pays for the time and space.

Correct AnswerverifiedShow Answer

Which of the following is a difference between profit organizations and nonprofit organizations?

Correct AnswerverifiedShow Answer

In the context of service quality, which of the following statements is true of reliability?

Correct AnswerverifiedShow Answer

In the context of promotion strategies, which of the following is an example of engaging in postpurchase communication?

Correct AnswerverifiedShow Answer

Chelsea runs a stock market consultancy firm. The firm advises its clients on where to invest and how to earn maximum profits. Given this information, Chelsea provides _____ through the consultancy firm.

Correct AnswerverifiedShow Answer

Each part of a firm's service mix should make a different contribution to achieving its goals.

Correct AnswerverifiedShow Answer

Patronage-oriented pricing seeks to match supply and demand by varying prices.

Correct AnswerverifiedShow Answer

Briefly explain what service firms must do to be successful in the global marketplace.

Correct AnswerverifiedAnswers will vary. The international mar...View AnswerShow Answer

Which of the following strategies will help service organizations overcome perishability of services?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Answers will vary. Distribution strategi...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Answers will vary. The international mar...
View Answer

Correct Answer
verified