Marketing Final Exam

A people processing takes place when the service is

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Unformatted text preview: ation services and health care. PTS: 1 REF: 191 Thinking KEY: CB&E Model Product OBJ: 12-4 TOP: AACSB Reflective MSC: BLOOMS Knowledge 42. Don at North Jersey Car & Limo knows that he is in the _____ processing business. As a result, he tries to get to know his clients and their interests. a. people b. mechanical c. possession d. mental e. information ANS: A People processing takes place when the service is directed at a customer. PTS: 1 REF: 191 Thinking KEY: CB&E Model Product OBJ: 12-4 TOP: AACSB Reflective MSC: BLOOMS Application 43. Which type of service processing occurs when the service is directed at customers’ physical possessions, such as lawn care, dry-cleaning, and veterinary services? a. People processing b. Possession processing c. Mental stimulus processing d. Information processing e. Tangible processing ANS: B This is a description of possession processing. PTS: 1 REF: 191 Thinking KEY: CB&E Model Product OBJ: 12-4 TOP: AACSB Reflective MSC: BLOOMS Knowledge 44. Which of the following services is an example of possession processing? a. A theatrical performance b. An x-ray of a broken bone c. An advertising agency d. Marriage counseling e. Heating system repair ANS: E Possessions processing occurs when the service is directed to the customers’ physical possessions. PTS: 1 REF: 191 Thinking KEY: CB&E Model Product OBJ: 12-4 TOP: AACSB Reflective MSC: BLOOMS Analysis 45. TeamBuilds is a service organization that has corporate teams pay $7,500 for an all-day teambuilding session with a management consultant while they work together on renovating a Habitat for Humanity home. Which category of service processing does TeamBuilds offer? a. Possession processing b. Information processing c. Mental stimulus processing d. People processing e. Homogeneous processing ANS: C Mental stimulus processing refers to services directed at people’s minds. PTS: 1 REF: 191 Thinking KEY: CB&E Model Strategy OBJ: 12-4 TOP: AACSB Reflective MSC: BLOOMS Application 46. Which of the following services is an example of mental stimulus processing? a. Taxi cab service b. Insurance c. A professional tennis match d. Veterinarian care e. A haircut ANS: C Mental stimulus processing refers to services directed at people’s minds. PTS: 1 REF: 191 Thinking KEY: CB&E Model Product OBJ: 12-4 TOP: AACSB Reflective MSC: BLOOMS Analysis 47. Which type of service processing uses technology or brainpower directed at customer’s assets? a. People processing b. Possession processing c. Mental stimulus processing d. Information processing e. Technology processing ANS: D This is the definition of the information processing category of service processes. PTS: 1 Thinking REF: 191 OBJ: 12-4 TOP: AACSB Reflective KEY: CB&E Model Product MSC: BLOOMS Knowledge 48. Which of the following services is an example of information processing? a. Investment advice b. A funeral service c. Pet neutering d. The fitting of orthodontic braces e. Attendance at a Major Le...
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This document was uploaded on 09/29/2013.

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