Services Marketing 1

Service production and consumption are simultaneous, which

means that the customers must be physically present in the

service factory. This refers to _______

• Possession processing

• People processing

• Mental stimulus processing

• All of the answers are correct

Customers are required to invest some time and mental effort to obtain the full benefit of such services. However, they don’t necessarily have to be physically present in a service factory

• People processing

• Mental stimulus processing

• Information processing

• Possession processing

Services can not be seen, tasted, felt, heard, or smelled before they are bought. This refers to ______ characteristic of service

• Intangibility

• Inseparability

• Variability

• Perishability

Quality of services can vary greatly, depending on who provides them and when, where and how. Because of the labor-intensive nature of services, there is a great deal of difference in the quality of service provided by various providers, or even by the same providers at different times. This describes ______ characteristic of service.

• Inseperability

• Perishability

• Intangibility

• Heterogeneity/Variability

Doctors or dentists often charge patients for missed appointments because the service value has foregone. The value existed only at that particular point and disappeared when the patient did not come. This refers to _____

• Variability

• Perishibility

• Separability

• Heterogeneity

Hairstylist, passenger transportation and medical check-up are examples of _____

• Possession processing

• People processing

• Mental stimulus processing

• Information processing

Freight Transportation, laundry and dry cleaning, repair and maintenance are examples of ______ services.

• Mental-stimulus processing

• Information processing

• Possession processing

• People processing

Which of the following P's does not refer to 7P's of service marketing?

• People

• Process

• Physical evidence

• Possessions

Education, Advertising PR, and Psychotherapy are examples of ______ services.

• People processing

• Possession processing

• Mental stimulus processing

• Information processing