TMK - Topic 1

The fact that services cannot be seen, tasted, felt, or smelled relates to which service characteristic?

• Inseparability

• Variability

• Perishability

• Intangibility

The fact that a business traveler will have a very positive check-in experience during one stay  at a hotel and then a very negative check-in experience the next time is an issue related to which  service characteristic?

• Inseparability

• Variability

• Perishability

• Intangibility

If you manage a 200-room hotel, and only sell 150 rooms tonight, you can’t stockpile the extra 50 rooms to sell tomorrow. This is a problem with the ________ of services. 

• Inseparability

• Variability

• Perishability

• Intangibility

A casino employee’s uniform or a restaurant’s fancy front lobby are a means of:

• Overspending on the part of the service provider

• Creating overly high expectations on the part of the customer

• Paying attention to the perishability of the service

• Tangibilizing the service

Because services are characterized by the issue of inseparability, service providers will often have to: 

• Reduce inventory

• Train the customers

• Lower their prices

• Minimize the inseprability issue