Marketing Management question bank

Chapter 13: Designing and Managing Services

GENERAL CONCEPT QUESTIONS

Multiple Choice

1. Service industries are everywhere. They include the government sector, private nonprofit sector, business sector, manufacturing sector, and the ________.

a. insurance salespeople

b. seasonal workers

c. temporary workers

d. retail sector

e. none of the above

2. Manufacturers, distributors, and retailers can provide ________ services, or simply excellent customer service, to differentiate themselves.

a. financial

b. value-added

c. sales

d. marketinga

e. distribution

3. There are five categories of offerings for a service. It can be either a minor or a major component of the company’s offerings. Which of the following is NOTone of these five categories?

a. Pure tangible good

b. Tangible good with accompanying services

c. Hybrid

d. Major service with accompanying minor goods and services

e. Major service with accompanying major goods

4. Which of the following would be an example of a hybrid service?

a. University

b. Professor

c. Restaurant

d. Soap manufacturer

e. Airline

5. Which of the following would be an example of a pure service?

a. Insurance

b. Airlines

c. Car dealer

d. Copier company

e. None of the above

6. Services vary as to whether they are equipment based or ________.

a. service based

b. people based

c. process based

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