IBM 3012 Chap.13-Services Marketing

Suppose you are expecting a package delivery by FedEx with your signature required. What is the dominant characteristics of this service?

• inseparable

• separable

• heterogenous

1.     Which of the following services can satisfies ALL the characteristics of services (i.e., intangible, perishable, heterogenous, and inseparable)?

• a haricut

• postal mail delivery

• car repair

1.     Along the service-product continuum, which of the following would be considered the most service intensive?

• a restaurant

• a lawyer's office

• a bookstore

Having restaurant food delivered at your doorstep, instead of dining at the restaurant, solves the problem of _______ of restaurant service.

• heterogeneity

• substitutability

• inseparability

The self service checkouts at stores will most likely reduce the issue of ________.

• perishability

• heterogeneity

• perishability