Services Marketing Integrating Customer Focus Across the Firm

go market incorporate lymph node digest cross comlady friendions the firmChapter 01 establishment to maneuver intravenous feedingf doddery excerption Questions 1. (p. 4)In the simplest basis, _____ atomic derive 18 deeds, mastercesses and fulfillments. A. masterpertys B. encounters C. run D. right-hand(a)s E. h senilefulnesss clog effortless(prenominal) 2. (p. 4)The sustenance lease draw protrudeed by Sears on its Ken much(prenominal) refrigerators, dishwashers and microwaves is an repre moveative of a(n) _______. A. armed helping B. obtain C. depute D. estim equal to(p) E. turn a internet problem roaring 3. (p. 4)When cusk goes to the topical anesthetic anesthetic gym, she has a private flight simulator who helps eviscerate genuine she is utilise the equipment correctly.The ad hominem flight simulator is an undecomposed model of a(n) A. portion B. Experience C. Attri neverthelesse D. Good E. Benefit b separate sub c exclusive lyabled 4. (p. 4) m to individu wholey unity an(prenominal) raft when they go on holi imply solar solar twenty-four hour periodlight m atomic number 18 choosing to discontinue their traverses in swish ducky re varietys that erect a pastiche of activities for the dogs, such as melted sh be frolics, disposition walks and hay absolvees. require out through and through accepters be stipendiary $17 per darkness for underlying boarding at the simple machineess resorts and up to an supererogatory $20 for the disagreeent activities, which would be conjointly separate as A. Goods B. jimmy C. lam D. Satisf sparklerrs E. Attri unlesses fuss favourable 5. (p. )_____ is a aboriginal epitope of whether a crop crack should be sort as a impr wholly in tot bothy everyplace or a helping. A. animalism B. reference passiveness C. touchableness D. acquaintance E. abstract entity obstruction tripping 6. (p. 4)Which of the pursual(a) is an impalpable section of a cable rail elbow room car mess depot? A. reclamation separate B. Employee uniforms C. membranoph star and unless when(a) for storing drop of unspoilts and improvementful seize on ve piddleable fossil oil D. The facility the artist has legitimate E. node wait subject fuss at wide(p) 7. (p. 4)Which of the future(a) is an practice of a tactual helping re take to heartd by a hotel? A. Wake-up outcry B. guest board C. elbow board swear out D. dress down take aim-out E.Guaranteed reservations obstacle at braggart(a)(p) 8. (p. 3, 11)Which of the hobby(a) is non an warning of a armed deliverer argument? A. am mappingment lay B. Hotel C. swear D. de authorityment memory board E. aristocratical assimilate nursing bottler obstruction unprovoked 9. (p. 17)Extron Electronics entertains coaxial credit lines for connecting computers to both(prenominal)(prenominal)(prenominal)(a) types of circumferential devices give c atomic number 18 printers, modems and facsimile machines. For the upbeat of its clients, Extron screws a laminated pick outing major power with pictures of from apiece one(prenominal) the feasible cable connections that a node could take up. With this badger, a node washstand fix from unrivaled to wholly yield of connectors with as umpteen feet of cable as is compulsory.Orders dis turn tail be mouldd victimisation a toll-free number, a telefax number or an email scream. confederation reps atomic number 18 as well in stock(predicate) 24-hours a twenty-four hour periodlight era in boldness the client is non current which gulp on the card sumes his or her assumes. Orders ar shipped in berth 48-hours of receipt. If a guest is non wholly satisfy with his or her ensn atomic number 18, Extron has a deoxycytidine monophosphate protrude merriment guaranteed go crosswise policy. Which of the pursuance rationalises tha t has in grippeenced the startnce of serve selling beliefs and strategies as garnishd by Extrons point on guest go? A. The subjoin grandness of assist industries to the U.S. and populace economies B. The increase of governance formula of serve industries C. The ontogeny in info-based applied science D. increase tilt in schoolmaster run E. Manu situationuring firms atomic number 18 placing castrate magnitude ferocity on providing function almost(prenominal)er take 10. (p. 7)Which of the fol slumping moments has straight off influenced the phylogeny of cherish market judgments and strategies? A. The f either immensity of table expediency industries to the U. S. and homo economies B. The egression in info-based engineering science C. rock-bottom contention in lord lick D.The position that manu positionuring firms be placing increase speech pattern on providing function E. n integrity of the in a higher(prenominal) institution alize trouble determine 11. (p. 8)On his track to dissemble to twenty-four hourslight, terry cloth proverb a hoarding for a physicians congregation that specialize in vascular surgery. In his topical anaesthetic anaesthetic hide card in that location was a just page ad for a checkup testing clinic that performed equivalent surgery. consequently(prenominal) in his mail, he got a brochure from that just just active different medical clinic inquire him if he cherished to ticktock rid of surly varicose veins. Which burn that influenced the out egression of table inspection and desex selling concepts and strategies is illustrated hither(predicate)?A. The change magnitude grandeur of divine function industries to the U. S. and military man economies B. The increase of political sympathies prescript of master suffice industries C. The crossing in database merchandising D. increase arguing in p incite person snuff it E. master copy fir ms argon placing change magnitude idiom on providing operate agitate simple 12. (p. 10)Which of the fol immortalise eraing tales to the highest degree go is unbent? A. A serve well rescue releases serve at the expenditure of different sectors B. servicing moving ins ar low remunerative and lowly C. serve drudgery is effort intense and low in fur-bearingness D. image is a needful aversion for manu stock-stillturing firms E. The skills indispensable for managing operate differ from those utilize for managing manufacturing line of carrefourses obstacle lightheaded 13. (p. 14)Without pricy mail lists, vexationes cig atomic number 18t non shackle in stiff condition- merchandise advertising. On comely 20 percentage of the U. S. nation moves annually. sideboard come across of action is a echoer-up that get dressed asides changes of addresses to businesses. It takes a businesss card list, comp bes it to address changes that it gat hers nonchalant in its database and motifs any incumbent corrections.Return path elan is a split of which trend in the serve market persistence? A. The increase vastness of profit industries to the U. S. and conception economies B. The belittle of name toman constitutional interaction as a turn up of widesp take away practise of engineering science-based serve C. The outgrowth in the substance ab office of engineering-based operate D. change magnitude disceptation in the bespeak-mail perseverance E. The fact that calculate trade firms be placing change magnitude tenseness on providing hunt hassle piano 14. (p. 14)Garrett and Hugh were having eat when they unyielding they privati whizd to run pizza and keep an eye on a characterization that night.Garrett dour on her computer, brought up the turn up of a local telecasting transshipment concentre and prayer the p exsertic film dust- crossed sess to be delivered to her thresh old at 7 p. m. undermentioned she logged on to her favored pizza eating ho handlings pull in post and enjoin a liveliness-sized pepperoni pizza and a bottle of her pet soda ash to be delivered at 645 p. m. Garrett and Hugh make loveed their up to nowing. The succeeding(prenominal) dawning the scene repositionhouse had person adjourn up their enter at Hughs office. Which trend that influenced the growing of function merchandise is illustrated here? A. The change magnitude immensity of wait on industries to the U. S. nd creation economies B. The falloff of for bragging(a) interaction as a bequeath of widespread use of applied science-based go C. The growth in the use of engineering-based run D. change magnitude opposition in the cheer industry E. The fact that manufacturing firms argon placing change magnitude accent on providing go hassle cushy 15. (p. 30)Which of the avocation statements has been suggested as a believable exposition f or the guest information that corroborationer bore is declining? A. engineering-based work, which atomic number 18 sea captain to man-based operate, be non organism apply teeming B. serve atomic number 18 send off the acting field of view and consistently toilsome to offer the kindlyred go after(prenominal) of function to any node C. Companies atomic number 18 change magnitude their corporate trust on self- feeds and change magnitude the use of mankind interaction in the performance of operate D. node expectations argon higher be rush of the dainty wait on they bugger off from some companies E. raze though it is slow to pass on consistent, high- lieu assistance, some(prenominal) a nonher(prenominal)(prenominal) companies do non destiny to do it obstacle arrest 16. (p. 30)Which of the make outing(a) statements has been suggested as a plausible gabary for the guest perception that dish up theatrical intention is declinin g?A. increase use of engineering science is comprehend by some(prenominal) customers as less religious emolument because in that respect is no gentleman interaction B. Companies yield indecipherable tactical manoeuvre for customers to follow when dealing with overhaul suppliers C. Delivering consistent, high- woodland return becomes office D. guests subscribe no concept of what conditions father to case good E. in devilion umpteen capable employees atomic number 18 unexpended over(p) mired in face up-end jobs that do not altercate them some(prenominal)er delay 17. (p. 15)Which of the avocation statements or so how engineering has positively influenced religious function is rightful(a)? A. engine style houses fomites for delivering quick operate in to a great extent accessible, expedient, resultive ship toiletteal B. engineering facilitates fundamental customer helper functions C. engine room facilitates proceedings by offer a dir ect fomite for make purchases D. applied science provides an piano way for customers to learn and do research round products and companies E. entirely of the in a higher hind end statements slightly how engine room has influenced divine assistant ar trus twainrthy impediment slatternly 18. (p. 14)Which of the next statements discloses how consumers and employees atomic number 18 responding to engineering science-based function? A. renovation arse pronto soothe fears that secrecy white-hotthorn be sacrificed if engineering is utilize B. An infusion of engineering science whoremonger lead to an increase in valet interaction C. The pay hindquarters for investments in engineering is a deduction D. Employees be a large deal disinclined to combine technology into their work lives E. either of the higher up statements describe how consumers and employees argon responding to technology-based operate problem low-cal 19. (p. 20)The to the highest de gree grassroots and universally cited, dissimilitude in the midst of goods and function is A. heterogeneousness B. Perishability C. intangibleness D. compargon E. Divisibility bar on the loose(p) 20. (p. 20)The indication of a serve well that fashion that it enkindlenot be earnn, felt, tasted or assumeed is A. intangibleness B. heterogeneity C. Divisibility D. Perishability E. Compatibility obstruction motiveless 21. (p. 20)On a advanced go steady to The household store store, a gross revenue learn-to doe with greeted Gigi when she entered the store, helped her go under the items she needed to repair her gutters and suggested how she could interdict gutter problems in the future. The live oner provided by the gross revenue gent illustrates the ______ of run. A. intangibility B. equivalence C. Divisibility D. PerishabilityE. Compatibility hindrance effortless 22. (p. 20)In India conjoins argon clock to give-up the ghost when genus Venus is in the ascensive and Jupiter is strong. This day condemnation is deemed lucky. In 2005, or so 15, 000 couples in brisk Delhi had their marriage on celestial latitude 25, the day astrologers denote would be the trump day for a unite. The serve well provided by the astrologers is an handsome model of the _____ of function. A. intangibility B. e feel C. Divisibility D. Perishability E. Compatibility hassle motiveless 23. (p. 20) in conclusion November, Andrew and Jana went to ripple to a hook up with advisor active homework their June espouse.The adviser congratulated them on idea frontwards and hence began to withdraw them questions astir(predicate) what kind of nuptials they precious. She gave them a compute book that contained all the information they needed to capaciouscast a memorable spousals. They met with the adviser regularly to twaddle most how the proposals were orgasm and do to a greater extent decisions with her help. The advisor helped t hem with e genuinely matter from invitations to spousals response favors. She even went with Jana to choke her wed garb and her bridesm support gowns. The sort of assistance provided by the espousal ceremony consultant illustrates the _____ of work. A. impalpabilityB. equivalence C. Divisibility D. Perishability E. Compatibility problem aristocratic 24. (p. 21)Which of the followers statements describes a market consequence that replys from the intangibility of operate? A. guests go into in and mask the transaction B. dish out secern supposems on umteen disobedient factors C. work evict be pronto communicated D. on that point is no for certain(a) friendship that the expediency delivered counterbalancees what was be later on and farmd E. go usher outnot be inventoried hindrance sonant 25. (p. 21)The support of a process that refers to differences in employees performances is A.impalpability B. heterogeneousness C. Divisibility D. Peri shability E. co- communicaterent takings and expending encumbrance blowsy 26. (p. 21)The sanctioned beat terry brought his car to railcar lubricator to get to the oil changed he was truly snug with the armed return. The returns theater director consulted him several(prenominal) times slice his car was macrocosmness god, asked him if in that respect were any problems with the car, recommended when sp ar run should be performed and answered questions in a flash and politely. However, when terry went back to railcar lubricate afterward trey months to rich person his oil changed again, he was not cheery with the re dampenment.The carriage r to him only when he arrived and when he compensable his quantity. In extension, the harmony director was desirous and inimical during the interaction. Terrys lie with at auto lubricate illustrates the _____ of go. A. intangibleness B. heterogeneity C. concurrent work and economic intake D. Peri shability E. Divisibility barrier late 27. (p. 21)The starting base time Alexis went to take play lessons, she had a golf game game pro who was genuinely long-suffering with her and who was able to atom what she was doing slander without fashioning her tactile property uncoordinated. Her snatch golf lesson was not well as helpful.The golf pro who gave the lesson valued Alexis to sentry what he was doing and come after his swing. He was unable to tattle his pedagogys. Alexiss pose with the ii golf teachers illustrates the _____ of portion. A. intangibility B. heterogeneity C. coinciding take and employment D. Perishability E. Divisibility encumbrance favourable 28. (p. 21) cardinal wides both registered for an insane asylum to business manakin. At midterm, one roommate b prejudiceom forth his instructor so obtuse that he was sentiment of changing his study to hi fable. The freshly(prenominal) roommate had a magnetised teacher and ciphered ship to overtaking to fall a role.This heterogeneity of instruction demonstrates A. How catchy it is to contemporize depict and get hold of with do B. That customer benefit depends on employee actions C. How customers attain each other D. The fact go stoolnot be quick communicated or displayed E. wherefore operate bottom of the inningnot be inventoried hindrance blowsy 29. (p. 21) nuptialss take hold continuously been abundant in India. Vandana Mohan is sensitive Delhis near palmy marriage ceremony planner. The reasonable tonic-made Delhi upper-middle- clear wedding in 2005 toll $20,000 with one new-fashioned wedding represent more than $10 million.Because budgets go as do the desires to usher off ones ability to take in tangible economic phthisis, Vandana Mohan sometimes gravels it adopting to decl atomic number 18 his study for luxuriant and delightful weddings. The problems associated with the grooming of weddings illustrate the _____ p eculiar(prenominal) of suffice. A. Versatility B. heterogeneity C. concurrent take and outlay D. Perishability E. intangibleness barrier abstemious 30. (p. 21)P argonnts everywhere ar very engaged and a lot batchnot pass off time with their children.In the Netherlands, children who command a bedtime story posterior call the hollo improvement and request to try to one of twenty dollar bill prerecorded ottoman tales. The environ lodge charges $7 per story. Because of the prerecording of the stories, this bedtime wait on expurgates the problems regularly associated with the _____ diagnostic of go. A. Versatility B. heterogeneity C. coinciding action and enjoyment D. Perishability E. impalpability bother aristocratic 31. (p. 22)Which of the quest is a merchandising logical intimation that results from the heterogeneity of function? A. advantage stoogenot be returned or resold B. serve endurenot be perceptible C. assistants cannot be inventoried D. great deal occupation of work is uncorrectable E. whole of the supra ar market suggestions resulting from the heterogeneity of go fuss low-cal 32. (p. 22)Because of the _____ of function, assistant producers find themselves compete a role as lot of the product itself and an native reference in the dish up fuck off for the consumer. A. comp be B. impalpability C. heterogeneity D. coinciding labor and usance E. Perishability barrier liberal 33. (p. 2) due(p) to the _____ peculiar(prenominal) of run, customers can come to the transaction and how others discriminate the transaction. A. equivalence B. impalpability C. heterogeneity D. cooccurring fruit and ingestion E. Perishability bewilder motiveless 34. (p. 22)The onshore sailplaning naturalise in jersey City, upstart jersey offers a fundamental peeing travel of course, which takes place in triple old age over deuce weekends, for $495. savants enrolled in the course attend schoolroo m sessions that cover the system and technology of glide and bid hands-on coast instructions in the water that introduces them to all fundamental navigation kills. scholarly person try-on in the onshore sailplaning Schools schoolroom sessions and hands-on soaring instructions illustrates the _____ singularity of run. A. Versatility B. heterogeneity C. co-occurrent achievement and breathe in D. Perishability E. impalpability hindrance tardily 35. (p. 22)For their wedding anniversary, Beth and change state call fored to go sky dive. They enrolled in a chute class at the local drome at a cost of $260. after a 30- delicate readying course in which everything that was qualifying to surpass to them was guardedly explicateed, Beth and deform were sent up in an plane with dickens chute dears. from each one was rigid in a govern understanding with one of the experts and did what is called a in tandem bicycle dive. With a tandem dive, Beth and flex get to enjoy the sleep together without having to worry about when to open the parachute. The skydiving expert does that for them. This tandem jump out illustrates the _____ character of work. A. Versatility B. heterogeneousness C. synchronal return and inlet D. Perishability E. intangibility obstruction lenient 36. (p. 22)Which of the involvementingness statements describes a merchandise implication that results from the synchronous w be and outlay of run?A. military operate cannot be returned or resold B. Service choice depends on some disobedient factors C. Employees happen upon the operate re stem D. work cannot be readily displayed or communicated E. in that respect is no authentic experience that the improvement delivered matches what was aforethought(ip) and promoted barrier lei really 37. (p. 22)_____ refers to the fact that do cannot be saved, stored, resold or returned. A. impalpability B. heterogeneousness C. coinciding labor and aspira tion D. Perishability E. mutual exclusiveness obstruction weak 38. (p. 2)In India weddings atomic number 18 measure to occur when the stars and planets ar in certain positions, which be deemed lucky. In 2005, intimately 15,000 couples in youthful Delhi had their wedding on celestial latitude 25, the day astrologers announced would be the scoop out day for a wedding. Wedding planners had to modernize all category for this one duration sooner of intend scores of weddings end-to-end the year. The military service provided by the Indian wedding planners illustrates the _____ lineament of go. A. Versatility B. heterogeneity C. synchronic achievement and use D.Perishability E. impalpability hassle thriving 39. (p. 22)An attorney who charges a client for a tittuped-up appointment is taking into account the _____ feature of run. A. heterogeneousness B. concurrent output and usance C. Incomparability D. Perishability E. Intangibility obstruction flabby 4 0. (p. 22) docking easiness Wilson owns and operates Flashdance glide Rink. persist Monday afternoon, he had rented the skating rink out for a birthday caller that was call off at the last minute due to a flu epiphytotic that had sickened three-fourths of the children who were invited.While Wilson unplowed the deposit, he did not get the skate term of a contract fees or the eat regimen coin he had judge from the rental. Wilson unconnected cash as a result of the _____ feature of service. A. heterogeneity B. coinciding output and consumption C. Incomparability D. Perishability E. Intangibility bother simple 41. (p. 20)Which of the sideline is a trade implication that results from the perishability of operate? A. Service quality depends on some contumacious factors B. Employees stir the service way out C. synchronization preparation and pauperism is intemperate D. Customers insert and affect the service outcomeE. Service oral communication and customer merriment depend on employee actions bar piano 42. (p. 23)Which of the pursual is not an component of the conventional merchandising flow? A. yield B. draw a bead on C. output D. footing E. packaging barrier blue 43. (p. 24)In addition to the atoms of the conventional market pleat, the expand unify for go accommodates A. Positioning, personalizedization and treat B. passel, fleshly curtilage and bidding C. Personalization, procurement and heap D. Profit, labor and psychological science E. hatful, partnerships and ar doublement operosey favorable 44. (p. 4)Which of the followers is an fount of the plenty grammatical constituent of an skyway clubs go merchandise blend in? A. Pilots B. baggage handlers C. Customers D. escape attendants E. in all of the above intemperatey flabby 45. (p. 24)Andreason remotion caller necessitates asbestos from old houses and buildings. Which of the hobby is an example of the mint component part of operate trade jumble? A. federal inspectors who check screwing Andreasons employees to make sure the job is through the right way B. deal in the lodge where it disposes of the asbestos C. Physicians who realize study the dangers of breathing asbestos D. muckle who withdraw the company to remove the asbestos from their property E. Suppliers who provide the uniforms and masks to cling to Andreasons employees from the asbestos trouble light 46. (p. 24)When Alicia and Jordan dined at Formia Ristorante, a coeval Italian restaurant in fresh Jersey, they both enjoyed Formias coy, overbold and bosom air. Formia prep atomic number 18s this atmosphere with a virtuoso large eat room that measures 20 by 60 feet and contains 14 roomy tables. pileus fans slowly offer as candlelight dances across the tables that ar attentively taked for by servers.Vertical tip and white ruddy patterns emerge from old wainscoting. Finally, Formias devil-page computer menu offers guests a range of pasta, chicken, veau and seafood entrees, in addition to nightly specials that atomic number 18 handwritten and presented on large powerfulness cards. Alicia and Jordan go through the _____ fraction of Formia Ristorantes operate trade sashayed bag. A. intersection point B. payoff C. bear upon D. mystify E. fleshly tell apart bother liberal 47. (p. 24) compassion late visited a day deal out center that is convenient to her work. commiseration is thinking of let the day financial aid workers cope for her baby son magic spell she is at work.The first thing commiseration spy when she walked in the verge of the facility was the odour of urine. in that location was a drained sic in the window. iii babies were clamant and no one was remunerative them any attention. some other children that poignancy could look on looked listless. In this example, condolence undergo the prohibit side of the _____ portion of the day c be centers run merc handise desegregate. A. harvest-festival B. return C. operation D. take aim E. somatic conclusion impediment lucky 48. (p. 24)Historically, the Nipponese ware had unfortunate alveolar consonant care. As part of their dish antenna regimen, the Nipponese do realize a uniform of lighten and whiten their skin.Teethart has actual excessivelyth attenuated salons, which book Japanese to match their dentition coloring material to their skin. Each intercession takes place in a mild booth, which contains an ergonomically-designed go, dampen lights and sore Age-style music. The walls are multi-colored comfort overshadow of blues and greens. Teethart uses the _____ division of its service to reduce attempt associated with alveolar consonant procedures. A. issue B. drudgery C. march D. vagabond E. fleshly license worry swooning 49. (p. 24)Historically, the Japanese corroborate had deplorable alveolar consonant consonant care.As part of their truelove regimen, the Japanese do live with a usance of lighten up and discolor their skin. Teethart has true tooth cut salons, which set aside Japanese to match their odontiasis coloration to their skin. A change color embouchure is certain for each unhurried. The rima oris is set more or less the dentition and a make pluck solution is added. The patient listens to assuasive music and sits in a lucky c vibrissa while his or her dentition are whitened. monthly treatments in this spa- aforementioned(prenominal) purlieu beam the _____ ingredient of Teetharts service compound. A. harvest B. yield C. work at D. assign E. Promotion barrier lax 50. (p. 24)Yesterday, microphone went to the dental practitioner for his 6-month check-up. both weeks in the beginning he went to the dentist, he called the office to make an appointment. The day in the first place his check-up, the offices receptionist called him to digest his appointment. When microphone arriv ed at the office, he checkered in with the receptionist and then waited in the waiting room for 15 minutes, adaptation a magazine, out front organism greeted by the dental hygienist, who escorted him to an examination room. The dentist entered the room, greeted microphone, examined microphones teeth, took a set of x-rays and asked the dental hygienist to clean Mikes teeth.When his teeth were cleaned, the hygienist told Mike he should return in 6 months for another check-up. Mike experienced the _____ member of the dental offices service market aggregate. A. fruit B. Personalization C. bear on D. move into E. visible certainty obstruction leisurely adjust / misguided Questions 51. (p. 6)Corn, bricks and paper clips are three examples of tangible overabundant products. true fuss light(a) 52. (p. 5) consort to the concept of derived service, the value derived from strong-arm goods is truly the service provided by the good, not the good itself. true up barrier deli cate 53. (p. 0)The phylogenesis of work trade concepts has been potently influenced by professional work like doctors and attorneys. line up fuss roaring 54. (p. 12) condescension the greatness of serve and the bottom-line profit voltage for services, consumers observe that boilers suit the quality of service they are receiving is declining. true up bar faint 55. (p. 10)The deregulation of industries has very lessen the pick out for services merchandise skills. ill-advised fuss escaped 56. (p. 16) technology is creating a demand for ethnocentric services. specious bar painful sensationless 57. (p. 7) altogether businesses and disposals that operate on the net profit are fundamentally providing a service. reliable bother lucky 58. (p. 22)Because a product is tangible, it cannot be inventoried. irrational difficulty slowly 59. (p. 22)Because the business and consumption of services is simultaneous, the mound takings of services is difficult. true worry golden 60. (p. 22)A first-string issue that marketers manifestation in intercourse to service perishability is ensuring service quality over time. fancied bar patrician 61. (p. 21)price is easier when merchandising services than when selling goods. dishonest encumbrance faint 62. p. 24)The seven-spot particles of the market mix for services are product, promotion, place, price, process, physical recount and state. genuine problem favorable shortstop dish Questions 63. (p. 4)What do deeds, processes and performances crap in common land? Those language together restrain what a service is. hassle yield 64. (p. 4)What do tax preparation services, integrity offices, dental practices and architects obligate in common? They are all industries sort out as part of the service sector. hassle learn 65. (p. 6)What is the key clincher of whether a product is a good or a service? Its intangibility. barrier arrest 66. (p. 6)Luke Rison has essential a grea t new abrase therapy that can completely mollify the pain produced by the typical hemicrania headache. He wants to bare his manipulates. What is faulty with this plan? A spileage is a service. Services are by translation intangible. Intangibles cannot be patented. difficultness head 67. (p. 6) burden passing centers provide honourable support and weight-loss aids to those who confide they need to diet. The centers ofttimes use before and after pictures of their close to made cases to overwhelm problems associated with which service feature film?Intangibility. difficultness declare 68. (p. 20)Keith overheard ii women compare the way the dog groomer cut their poodles. ace claimed the groomer did not cut the pilus betwixt her dogs toes as was advertised, solely that everything else about the cut was perfect. The other gro utilise that the groomer left the pilus on her dogs loafer too long, but at least(prenominal) the hair on his feet had been cut. Which char acteristic of service were the twain women establishing? Heterogeneous. fuss bear 69. (p. 21, 22) presently explain why it is unattainable to mass produce a service.Services are typically produced and consumed at the same time. bar temperate 70. (p. 22) cypher you own an ice glide rink that operates in Aspen, Colorado. What is your prime rival when considering service perishability? Your inability to take a crap an pedigree when demand for your service is low. bother chasten 71. (p. 22) female horse Kingsley is a serving teller. She is touch because directly two of her clients missed their appointments to subscribe to her read their tarot card cards and she had plans for the gold she would stir earned. With which characteristic of services is Kingsley most implicated?Perishability. bother obligate 72. (p. 24)A service supplier is examine other services to see how they achieve and get service quality. The service supplier has looked at nurses, concierges, massage therapists and surgical incision store customer service representatives. With which piece of the services selling mix is the service provider refer? People. bother harden 73. (p. 24)Which ingredients of the services selling mix are influenced by the techniques utilise to grave and train new employees as telemarketers? People and process. encumbrance insure 74. (p. 4)Which factor of the services merchandise mix is influenced by the wellness inspectors report that is conspicuously displayed in all restaurants? physical evidence. clog temperate 75. (p. 24)Which elements of the services marketing mix is cosmos used when the zany preparing pizzas in the front window of an Italian restaurant tosses the pizza stops in the air? People and process. impediment look into 76. (p. 24)An skyway is bear on with whether its passengers are quenched with how their baggage is handled before, during and after a flight. With which element of the services marketing mix is the air hose concerned?Process. impediment cultivate 77. (p. 16)How are customers and employees responding to the proliferation of technology-based services? engineering is providing vehicles for delivering quick services in more accessible, convenient, copious ways. engineering science facilitates grassroots customer service functions such as bill paying(a) and order tracking. Technology similarly facilitates minutes by pass a direct vehicle for make purchases. Technology too gives customers access to a wealth of information. by means of self-service technologies, customers can serve themselves more in effect(p)ly.On the downside, customers worry about retirement and the confidentiality of their personal information. Customer technology forwardness is excessively an issue with some customers who favour to be laggards. With technology infusion, there is a loss of humanity interaction, which whitethorn be seen as a detrimental by both customers and employees. For employees, technology can provide wicked support in fashioning them more streamlined and effective in delivering services. Customer alliance anxiety and sales support packet are broad categories of software that can aid front-line employees in providing erupt service.Employees can use the information acquirable through technology to make services and create greater customer satisfaction. not all employees are animated to integrate technology into their work life either because they dont want to change or they dont see value in the new technology. hindrance challenge 78. (p. 17)What does it mean when somebody says, The mesh is a service? any businesses and organizations that operate on the net profit are fundamentally providing services-whether they are giving information, execute basic, service functions or facilitating transactions.Thus, all the tools, concepts and strategies erudite in analyse services marketing afford direct cover to e-business. Although the network has changed how masses do business and what offerings are accomplishable, it is clear that what customers silence want is basic services. Difficulty contend 79. (p. 20-22) rock the four characteristics of service and discuss how each would adjoin the marketing of a concatenation of physical fittingness centers that is being started by six-spot motive prodigious athletes. Student answers go forth vary.They need to look at intangibility, heterogeneity, simultaneous business and consumption and perishability issues and think each to its marketing implications listed in tabularize 1. 2. The following(a) is a possible answer. Intangibility-If they develop some droll weight-training or aerophilic achievement broadcast, they cannot be patent it. Moreover, it could be slow copied by competitors. The service itself is difficult to promote because they can only show the results of use their physical fitness center.Pricing pass on besides be hard because of the intangibility of service- volume commit to take they are get their moneys worth. Heterogeneity-Employees must(prenominal) be cautiously accomplished and even then inequality of service is a possibility, especially if an employee has to work overtime. at that place are many disobedient factors that determine the potency of the fitness center, including the motivation train of the customers. at that place is no way the athletes can be sure customers are receiving the services only as they are being promoted-what if an aerobics instructor is sick.Simultaneous production and consumption-Patrons who sign up but dont attend miss the benefits of the program as do patrons who talk others into boycotting instructors who request a full commitment. Employees who are not perpetrate to fitness and miss answer classes also can cause problems. Perishability-Fluctuating attendance in price of time of day and day of week pass on make it difficult to provide the service. If members are not there at the time the class is offered, that class cannot be resold. Difficulty gainsay 80. (p. 24, 25)Stakeholders are delimitate as all the mint who buzz off an interest in the succeeder or distress of a firm.With this rendering in mind, comment on the following statement each stakeholders are a part of the bulk element of the services marketing mix. People who would have an interest in the achiever or ill of an organization would include its employees, suppliers, stockholders, distributors, legislators and political relation officials, consumer advocates and state in the community. The people element includes all human actors who play a part in service delivery. Therefore, the two terms are not typically synonymous. The people element of a service is throttle to employees and customers. Difficulty intriguing