Test Bank For Marketing 4th Canadian Edition By Grewal
Chapter 10
Services: The Intangible Product
Multiple Choice Questions
1. Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed is called a(n):
A. artefact.
B. commodity.
C. service.
D. pure good.
E. inventory.
A service is any intangible offering that involves a deed, performance, or effort that cannot be physically possessed.
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Easy
Learning Objective: 10-01 Describe how marketing a service differs from marketing a product by applying the principles of intangibility; inseparability; inconsistency; and inventory.
Topic: 10-01 Services Marketing Differs from Product Marketing
2. All the followings are unique characteristics of a service EXCEPT:
A. Intangible
B. Perishable
C. Variable
D. Durable
E. Inseparable
The main four characteristics are: Intangible, Inseparable, Inconsistent, and perishable.
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Moderate
Learning Objective: 10-01 Describe how marketing a service differs from marketing a product by applying the principles of intangibility; inseparability; inconsistency; and inventory.
Topic: 10-01 Services Marketing Differs from Product Marketing
3. Marketing a service is more challenging than marketing a product because a service is:
A. intangible.
B. separable.
C. invariable.
D. consistent.
E. durable.
The marketing of services differs from product marketing because of four fundamental differences unique to services: they are intangible, inseparable, variable, and perishable.
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Easy
Learning Objective: 10-01 Describe how marketing a service differs from marketing a product by applying the principles of intangibility; inseparability; inconsistency; and inventory.
Topic: 10-02 Intangible
4. The most fundamental difference between a product and a service is that a service is:
A. personalized.
B. intangible.
C. consistent.
D. durable.
E. separable.
The most fundamental difference between products and services is that services are intangible; they cannot be touched, tasted, or seen like a pure product can.
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Moderate
Learning Objective: 10-01 Describe how marketing a service differs from marketing a product by applying the principles of intangibility; inseparability; inconsistency; and inventory.
Topic: 10-02 Intangible
5. A high-end restaurant tries to create a niche for itself in the urban market by providing its customers exotic food, themed interiors, and a cozy atmosphere. Which of the following characteristics has been emphasized by the high-end restaurant?
A. Separability
B. Consistency
C. Durability
D. Tangibility
E. Perishability
A service is any intangible offering that involves a deed, performance, or effort that cannot be physically possessed. Food and interiors are tangible attributes of the service.
Accessibility: Keyboard Navigation
Blooms: Apply
Difficulty: Moderate
Learning Objective: 10-01 Describe how marketing a service differs from marketing a product by applying the principles of intangibility; inseparability; inconsistency; and inventory.
Topic: 10-02 Intangible
6. The term “inseparable” refers to a characteristic of service, which states that:
A. services cannot be touched, tasted, or seen.
B. the quality of service may vary because it is provided by humans.
C. services cannot be held in inventory.
D. services are produced and consumed at the same time.
E. services are perishable and cannot be stored for future use.
Services are produced and consumed at the same time—that is, service and consumption are inseparable.
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Easy
Learning Objective: 10-01 Describe how marketing a service differs from marketing a product by applying the principles of intangibility; inseparability; inconsistency; and inventory.
Topic: 10-03 Inseparable Production and Consumption
7. When marketers refer to the fact that services cannot be held in inventory or stored for future use, they are stating that services are:
A. intangible.
B. durable.
C. variable.
D. perishable.
E. standardized.
Services are perishable because they cannot be held in inventory or stored for use in the future.
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Easy
Learning Objective: 10-01 Describe how marketing a service differs from marketing a product by applying the principles of intangibility; inseparability; inconsistency; and inventory.
Topic: 10-05 Inventory
8. When service providers state that services are produced and consumed at the same time, they are referring to the fact that services are:
A. inconsistent.
B. intangible.
C. inseparable.
D. standardized.
E. perishable.
Services are produced and consumed at the same time—that is, service and consumption are inseparable.
Accessibility: Keyboard Navigation
Blooms: Remember
Difficulty: Easy
Learning Objective: 10-01 Describe how marketing a service differs from marketing a product by applying the principles of intangibility; inseparability; inconsistency; and inventory.
Topic: 10-03 Inseparable Production and Consumption
9. A car service provider allows customers to decide on the services they want and to be directly involved in the service. The service provider has employed this measure to overcome which of the following characteristics of services?
A. Intangibility
B. Inseparability
C. Durability
D. Perishability
E. Inconsistency
Services are produced and consumed at the same time—that is, service and consumption are inseparable. Because service production can’t be separated from consumption, astute service marketers provide opportunities for their customers to get directly involved in the service.
Accessibility: Keyboard Navigation
Blooms: Understand
Difficulty: Moderate
Learning Objective: 10-01 Describe how marketing a service differs from marketing a product by applying the principles of intangibility; inseparability; inconsistency; and inventory.
Topic: 10-03 Inseparable Production and Consumption
10. No chef will be able to reproduce the same taste with the same dish every time regardless of using the same recipe and technique. Which of the following characteristics of services is being exemplified in the given scenario?
A. Tangibility
B. Variability
C. Perishability
D. Durability
E. Separability
The more humans that are needed to provide a service, the more likely that the service’s quality will be inconsistent or variable.
Accessibility: Keyboard Navigation
Blooms: Understand
Difficulty: Moderate
Learning Objective: 10-01 Describe how marketing a service differs from marketing a product by applying the principles of intangibility; inseparability; inconsistency; and inventory.
Topic: 10-04 Inconsistent
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