Wk1 Characteristics of Products and Services Quiz

________ is a key determinant of whether something is a product or a service.

• Abstraction

• Intangibility

• Perception

• Geographic location

Which of the following is NOT an example of a service business?

• Hotel

• Bank

• Airline

• Paper mill

The most distinguishing characteristic of services is

• Intangibility

• Heterogeneity

• Comparability

• Perishability

Differences in employees' performances in service is

• Intangibility

• Divisibility

• Perishability

• Heterogeneity

________ refers to the fact that services cannot be saved, stored, resold, or returned.

• Perishability

• Heterogeneity

• Intangibility

• Incompatibility

Which factor does NOT lead to provider Gap 1 (The listening gap)?

• Inadequate service recovery

• Lack of upward communication

• Over-promising

• Insufficient relationship focus

Which factor leads to provider Gap 2 (The service design and standards gap)?

• Inadequate marketing research

• Inappropriate physical evidence and servicescape

• Inadequate horizontal communications

• Failure to match supply and demand

Which factor does NOT lead to provider Gap 3 (The service performance gap)?

• Efficient marketing research systems

• Ineffective employee recruitment

• Channel conflict over objectives and performance

• Failure to match supply and demand

Which factor does NOT lead to provider Gap 4 (The communications gap)?

• Over-promising in advertising

• Absence of strong internal marketing program

• Insufficient communication

• Creating clear standards

The central focus of the gaps model of service quality is the

• Four dimensions of service

• Difference between customer expectations and perceptions

• Customer-employee-supplier triumvirate

• Temptation to handle services as if they were tangibles