Aacsb analytic blooms remember difficulty 2 medium

Info icon This preview shows pages 43–46. Sign up to view the full content.

View Full Document Right Arrow Icon
AACSB: Analytic Blooms: Remember Difficulty: 2 Medium Learning Objective: 12-05 Identify three service recovery strategies. Topic: The Gaps Model Multiple Choice Questions 17. (p. 251) A service is any intangible offering that involves a deed, performance, or effort that: A. cannot be physically possessed. B. is high-priced. C. is supported solely through advertising. D. can be transformed into a physical product. E. that offers benefits but not costs. Services are intangible--they cannot be physically touched or possessed, as a pure product can. AACSB: Analytic Blooms: Remember Difficulty: 1 Easy Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: Services 18. (p. 250) By providing good customer service, firms __________ their products or services. A. eliminate the communication gap for B. add value to C. reduce the zone of tolerance for D. reduce the empowerment cost associated with E. increase the perishability of Customer service can add value to almost any product or service offered to consumers.
Image of page 43

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: Services 19. (p. 250) Along the service-product continuum, which of the following would be considered the most service dominant? All the businesses on the list except the doctor's office involve some tangible component-- groceries, clothing, books, and food. In the doctor's office, the only tangible elements delivered are things such as samples of drugs, X- rays, and prescription slips (and even those are often submitted electronically). AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: Services 20. (p. 250) Along the service-product continuum, which of the following would be considered the most product dominant? A grocery store's services involve service at the fish counter, the deli, the checkout, etc., but the grocery store tends to offer less service and more products (the groceries themselves) than do the other options. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium
Image of page 44
Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: Services 21. (p. 250-251)
Image of page 45

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Image of page 46
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern