Test Bank for Services Marketing 6th Edition by Zeithaml 860 PAGES

Test Bank for Services Marketing 6th Edition by Zeithaml (All Chapters) 860 PAGES Exam (elaborations) Test Bank for Services Marketing 6th Edition by Zeithaml (All Chapters) Test Bank for Services Marketing 6th Edition by Zeithaml to Se rvices Multiple Choice Questions 1. In the simplest terms, _____ are deeds, processes, and performances. A. Attribut es B. Experienc es C. Service s D. Good s E. Benefit s 2. The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers, and microwaves is an example of a(n) _______. A. Servic e B. Experienc e C. Attribu te D. Goo d E. Bene fit 3. The core offerings of hospitals, hotels, and banks are primarily deeds and performances and therefore, are _________________. A. Service s B. Experienc es C. Attribut es D. Good s E. Benefit s 4. When they go away on vacation, some dog owners choose to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. The dog owners pay around $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as: A. Good s B. Value s C. Service s D. Satisfice rs E. Attribut es 5. _____ is a key determinant of whether an offering should be classified as a product or a service. A. Physicali ty B. Audience passivity C. Intangibili ty D. Perceptio n E. Abstracti on 6. Which of the following is an intangible component of a car repair shop? A. Replacement parts B. Employee uniforms C. Barrel for storing recyclable motor oil D. The training the mechanic has received E. Customer waiting area 7. Which of the following is an example of a tangible component provided by a hotel? A. Wake-up call B. Guest rooms C. Room service D. Express checkout E. Guaranteed reservations 8. Which of the following is NOT an example of a service business? A. Amusement park B. Hot el C. Ban k D. Department store E. Paper mill 9. Extron Electronics makes coaxial cables for connecting computers to all types of peripheral devices like printers, modems and fax machines. For the benefit of its customers, Extron provides a laminated card with pictures of all the possible cable connections that a customer could need. With this card, a customer can order from one to any number of connectors with as many feet of cable as is needed. Orders can be placed using a toll-free number, a fax number or an e-mail address. Company reps are also available 24-hours a day in case the customer is not sure which drawing on the card matches his or her needs. Orders are shipped within 48-hours of receipt. If a customer is not completely satisfied with his or her order, Extron has a 100 percent satisfaction guaranteed return policy. Which of the f...

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