A service is any act, performance or __________ that one party can offer to another and that is essentially __________ and does not result in the __________ of anything.
experience; tangible; production
product; tangible; ownership
product; intangible; ownership
experience; intangible; ownership
thing; of value; transfer
Characteristics of a service that consumers find hard to evaluate even after purchase and consumption are called:
credence qualities
variable qualities
search qualities
intangible qualities
experience qualities
Which of the following CANNOT be classified as a consumer service?
Architecture
Football match
Restaurant
Telecommunications
Airline
Which of the following types of value is NOT provided by services?
Experiential
Problem generating
Form
Time
Place
Which of the following services could be said to be the most intangible?
Hotel
Taxi firm
Fast food outlet
Consultancy firm
Soft drinks would be considered as __________ while a lawyer’s advice would be considered __________.
intangible dominant; balanced
balanced; intangible dominant
tangible dominant; intangible dominant
balanced; tangible dominant
tangible dominant; balanced
Activities or amenities that enhance the use of the core offering are called:
accessory products
supplementary service elements
supplementary product elements
extended product concepts
Which of the following could a retailer of flat screen televisions offer as supplementary services?
After-sales service
In-home consultation
Financing
All of the choices
In a service encounter, customers obtain value from __________ without any __________.
economic activities; tangible elements
monetary exchanges; transfer of ownership
utility functions; transfer of results
utility exchanges; allocation of ownership
value-creating elements; transfer of ownership
Which of the following is NOT one of the four generic differences between goods and services?
Variability
Perishability
Simultaneity
Homogeneity
