Marketing Final Exam

Blooms application 9 a characteristic that consumers

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Unformatted text preview: cial advice until after you have received it, this is an example of the _____ characteristic of service. a. reliability b. heterogeneous satisfaction c. search quality d. temporal quality e. experience quality ANS: E Experience quality is described as a characteristic that can be assessed after use. PTS: 1 REF: 188 Thinking KEY: CB&E Model Product OBJ: 12-2 TOP: AACSB Reflective MSC: BLOOMS Application 9. A characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience is referred to as _____ quality. a. search b. experience c. credence d. abstract e. inert ANS: C Medical and consulting services are examples of services that exhibit credence qualities. PTS: 1 REF: 188 Thinking KEY: CB&E Model Product OBJ: 12-2 TOP: AACSB Reflective MSC: BLOOMS Knowledge 10. Alec had his gall bladder removed, but he was unconscious during the operation. In fact, even though he has an incision, he really has no way of knowing if the service was actually performed even after it was allegedly performed. That is because medical services such as this exhibit _____ qualities. a. credence b. perishable c. experience d. search e. homogeneity ANS: A A credence quality is a characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience. PTS: 1 REF: 188 Thinking KEY: CB&E Model Product OBJ: 12-2 TOP: AACSB Reflective MSC: BLOOMS Application 11. Which of the following services would be most likely to exhibit strong credence qualities? a. A math tutorial service b. The repair of a leaky drain c. The preparation of a dead body for burial d. Tax return preparation e. A landscaping service that mows lawns ANS: C A credence quality is a characteristic that cannot easily be assessed even after purchase and experience. PTS: 1 REF: 188 Thinking KEY: CB&E Model Product OBJ: 12-2 TOP: AACSB Reflective MSC: BLOOMS Application 12. Which unique characteristic of services means that consumers must be present during the production? a. Intangibility b. Inseparability c. Heterogeneity d. Perishability e. Connectivity ANS: B Inseparability is the inability of the production and consumption of a service to be separated. PTS: 1 REF: 188 Thinking KEY: CB&E Model Product OBJ: 12-2 TOP: AACSB Reflective MSC: BLOOMS Knowledge 13. Management–labor mediation, child care, and college preparation classes are all services that are produced and consumed at the same time. All of these services exhibit the service characteristic of: a. inseparability b. intangibility c. heterogeneity d. perishability e. variability ANS: A Inseparability is the inability of the production and consumption of a service to be separated. PTS: 1 REF: 188 Thinking KEY: CB&E Model Product OBJ: 12-2 TOP: AACSB Reflective MSC: BLOOMS Application 14. It is difficult for most of us to talk about mistakes we have made. Unfortunately, for organizations like Consumer Credit Co...
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This document was uploaded on 09/29/2013.

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