TEST BANK
Services Marketing Integrating Customer
Focus Across the Firm
8th Edition by Valarie Zeithaml
Complete Chapters Test Bank
are included (Ch 1 to 17)
** Immediate Download
** Swift Response
** All Chapters included
,Chap 01 8e Zeithaml
1) In the simplest terms,________ are deeds, processes, and performances.
A) attributes
B) experiences
C) services
D) goods
E) benefits
2) The maintenance contract offered by Generac on its HVAC standby home and business
generators is an example of a(n)________.
A) service
B) experience
C) attribute
D) good
E) benefit
3) The core offerings of hospitals, hotels, and banks are primarily deeds and performances and
therefore are________.
A) services
B) experiences
C) attributes
D) goods
E) benefits
4) Marriott’s core value of “take care of your people” really refers to whom services marketers
need to also consider for developing a true value focus. This core value reflects the necessity
of including
A) competitors.
B) suppliers.
C) customers.
D) employees.
E) benefits.
Version 1 1
,5) ________ is a key determinant of whether an offering should be classified as a product or a
service.
A) Geographic location
B) Audience passivity
C) Intangibility
D) Perception
E) Abstraction
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) reservations though a concierge
B) guest rooms
C) room service
D) express check-out
E) guaranteed reservations
8) Which of the following is NOT an example of a service business?
A) amusement park
B) hotel
C) bank
D) department store
E) paper mill
Version 1 2
, 9) Which of the following trends has directly influenced the development of services marketing
concepts and strategies?
A) the decreasing importance of service industries to the U.S. and world economies
B) the growth in information-based technology
C) decreased competition in professional services
D) the fact that manufacturing firms are placing increased emphasis on providing
services
E) None of the choices are correct.
10) On his way to work today, Terry saw a billboard for a physician's group that specialized in
vascular surgery. In his local newspaper there was a full-page ad for a medical clinic that
performed similar surgery. Then in his mail, he got a brochure from yet another medical
clinic asking him if he wanted to get rid of ugly varicose veins. Which trend that influenced
the development of services marketing concepts and strategies is illustrated here?
A) the increasing importance of service industries to the U.S. and world economies
B) the increase of government regulation of professional service industries
C) the growth in database marketing
D) increased competition in professional services
E) professional firms are placing increased emphasis on providing services
11) Which of the following statements about services is true?
A) A service economy produces services at the expense of other sectors.
B) Service jobs are low paying and menial.
C) Service production is labor intensive and low in productivity.
D) Service is a necessary evil for manufacturing firms.
E) Marketing and managing services presents issues and challenges not faced in
manufacturing and packaged goods companies.
Version 1 3
Services Marketing Integrating Customer
Focus Across the Firm
8th Edition by Valarie Zeithaml
Complete Chapters Test Bank
are included (Ch 1 to 17)
** Immediate Download
** Swift Response
** All Chapters included
,Chap 01 8e Zeithaml
1) In the simplest terms,________ are deeds, processes, and performances.
A) attributes
B) experiences
C) services
D) goods
E) benefits
2) The maintenance contract offered by Generac on its HVAC standby home and business
generators is an example of a(n)________.
A) service
B) experience
C) attribute
D) good
E) benefit
3) The core offerings of hospitals, hotels, and banks are primarily deeds and performances and
therefore are________.
A) services
B) experiences
C) attributes
D) goods
E) benefits
4) Marriott’s core value of “take care of your people” really refers to whom services marketers
need to also consider for developing a true value focus. This core value reflects the necessity
of including
A) competitors.
B) suppliers.
C) customers.
D) employees.
E) benefits.
Version 1 1
,5) ________ is a key determinant of whether an offering should be classified as a product or a
service.
A) Geographic location
B) Audience passivity
C) Intangibility
D) Perception
E) Abstraction
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) reservations though a concierge
B) guest rooms
C) room service
D) express check-out
E) guaranteed reservations
8) Which of the following is NOT an example of a service business?
A) amusement park
B) hotel
C) bank
D) department store
E) paper mill
Version 1 2
, 9) Which of the following trends has directly influenced the development of services marketing
concepts and strategies?
A) the decreasing importance of service industries to the U.S. and world economies
B) the growth in information-based technology
C) decreased competition in professional services
D) the fact that manufacturing firms are placing increased emphasis on providing
services
E) None of the choices are correct.
10) On his way to work today, Terry saw a billboard for a physician's group that specialized in
vascular surgery. In his local newspaper there was a full-page ad for a medical clinic that
performed similar surgery. Then in his mail, he got a brochure from yet another medical
clinic asking him if he wanted to get rid of ugly varicose veins. Which trend that influenced
the development of services marketing concepts and strategies is illustrated here?
A) the increasing importance of service industries to the U.S. and world economies
B) the increase of government regulation of professional service industries
C) the growth in database marketing
D) increased competition in professional services
E) professional firms are placing increased emphasis on providing services
11) Which of the following statements about services is true?
A) A service economy produces services at the expense of other sectors.
B) Service jobs are low paying and menial.
C) Service production is labor intensive and low in productivity.
D) Service is a necessary evil for manufacturing firms.
E) Marketing and managing services presents issues and challenges not faced in
manufacturing and packaged goods companies.
Version 1 3
