Services Marketing Final Exam Questions
Course Introduction
Services Marketing explores the unique challenges and strategies involved in marketing intangible products and experiences. This course examines the differences between goods and services, analyzing how factors such as inseparability, variability, perishability, and intangibility influence marketing decisions. Students will learn about customer expectations, service quality, service design, and the importance of managing customer relationships for long-term success. In addition, the course covers topics such as service blueprinting, service encounter management, pricing of services, and the use of digital platforms in service delivery, preparing students to develop effective marketing strategies in service-oriented industries.
Recommended Textbook
Consumer Behavior Buying Having and Being 11th Edition by Michael R. Solomon
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12 Chapters
1070 Verified Questions
1070 Flashcards
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Chapter 1: Buying, Having, and Being: an Introduction to Consumer Behavior
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90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/28599
Sample Questions
Q1) When a product serves as a link to the user's past or past self, the user is said to have a(n) ________ type of relationship with the product.
A) self-concept attachment
B) nostalgic attachment
C) interdependence
D) love
Answer: B
Q2) Many needs can influence consumer behavior including one's need for power and need for uniqueness.
A)True
B)False Answer: True
Q3) Wal-Mart began a new campaign to sell lawn furniture. In emphasizing how lawn furniture has been used over the decades in movies and books, by celebrities, and as essential ingredients to home entertainment, the campaign is drawing upon popular culture.
A)True
B)False Answer: True
Page 3
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Chapter 2: Decision-Making and Consumer Behavior
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Jack isn't motivated to spend time thinking about what his mom's birthday present could be so he just orders her flowers yet again. Jack is experiencing ________.
A) boredom
B) emotional decision making
C) inertia
D) mental budgeting
Answer: C
Q2) People often make decisions on the basis of mental accounting. One facet of this accounting is making a decision based on the way a problem was posed. This is called
A) framing
B) the sum-cost fallacy
C) loss aversion
D) positioning
Answer: A
Q3) Incidental learning occurs after a very concentrated search for information.
A)True
B)False
Answer: False
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Page 4
Chapter 3: Cultural Influences on Consumer Decision-Making
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87 Verified Questions
87 Flashcards
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Sample Questions
Q1) A story containing symbolic elements that express the shared emotions and ideals of a culture is called a ________.
A) norm
B) ritual
C) myth
D) more
Answer: C
Q2) ________ consumption occurs with objects and events that are considered to be ordinary and everyday.
A) Profane
B) Sacred
C) Objectified
D) Ritualized
Answer: A
Q3) Once a culture is established it doesn't change. An apparent change in a culture is simply the emergence of a new culture.
A)True
B)False
Answer: False
Page 5
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Chapter 4: Consumer and Social Well Being
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Why do consumers sometimes replace a product that still functions?
A) desire for new features
B) change in the environment
C) change in person's role
D) all of the above
Q2) The ability for a consumer to assess, analyze, evaluate, and communicate information in a variety of forms including print and non-print messages is known as ________.
A) analytical literacy
B) functional literacy
C) media literacy
D) consumer literacy
Q3) Seventh Generation sells a line of cleaning products which is made from environmentally-friendly ingredients. This is an example of ________.
A) cause marketing
B) sustainability marketing
C) conscientious consumerism
D) green marketing
Q4) Explain three of the key legislative acts affecting consumers.
Q5) What is the distinction between cause marketing and social marketing?
Page 6
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Chapter 5: Perception
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) A retailer decides to reduce the price of a sport coat that normally costs $98. The reduction in price is $3. The storeowner believes that the reduction will catch the eye of the value shopper. If the sport coat does not sell, the retailer might wish to consider which of the following before making another price change?
A) subliminal perception
B) the figure-ground principle
C) the golden triangle
D) Weber's law
Q2) ________ refers to the extent to which processing activity is devoted to a particular stimulus.
A) Exposure
B) Perception
C) Attention
D) Sensation
Q3) As a personal selection factor, adaptation is seen as the degree to which consumers continue to notice a stimulus over time. Five factors can lead to adaptation. List and briefly describe the connection with adaptation.
Q4) What is the difference between sensation and perception?
Q5) What does the study of semiotics attempt to do?
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Chapter 6: Learning and Memory
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89 Verified Questions
89 Flashcards
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Sample Questions
Q1) If a woman gets compliments after wearing Obsession perfume, she is more likely to keep buying the product and wearing it. What type of instrumental conditioning has occurred in the situation?
A) neutral reinforcement
B) positive reinforcement
C) negative reinforcement
D) symbolic reinforcement
Q2) Within a knowledge structure, which of the following is the LEAST complex knowledge unit?
A) meaning
B) proposition
C) schema
D) script
Q3) The success of hybrid ads supports the idea that the viewing environment of a marketing message affects recall.
A)True
B)False
Q4) Behavioral theorists rely on internal mental states to explain learning.
A)True
B)False
Page 8
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Chapter 7: The Self
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87 Verified Questions
87 Flashcards
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Sample Questions
Q1) ________ refers to a person's unique psychological makeup and how it consistently influences the way a person responds to his or her environment.
A) Lifestyle
B) Belief system
C) Personality
D) Self-concept
Q2) ________ refers to a consumer's subjective evaluation of his or her physical self.
A) Looking-glass self
B) Self-concept
C) Ideal self
D) Body image
Q3) The looking-glass self is molded by elements of the pop culture, such as comic book heroes.
A)True
B)False
Q4) Discuss the terms symbolic interactionism and the looking-glass self. Give an example of each term.
Q5) Explain how the concept of self-esteem is used in advertising.
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Chapter 8: Attitudes and Persuasion
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Describe the functional theory of attitudes and its components (functions).
Q2) Elizabeth created a print ad in which the coach of a football team was shown standing out in the middle of a hay field. The text read, "UNR's Coach Roberts . . . outstanding in his field." Elizabeth was using a literary device called ________.
A) metaphor
B) simile
C) allegory
D) resonance
Q3) Jason believes that dressing formally (e.g., a coat and tie) marks him as a man who is "dressed for success"; therefore Jason dresses formally even in class or for casual occasions. Jason is basing this decision on the cognition part of the ABC model of attitudes.
A)True
B)False
Q4) In general, when the source of a message is perceived as attractive, the message will be more effectively communicated.
A)True
B)False
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10
Chapter 9: Group and Situational Effects on Consumer Behavior
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90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/28610
Sample Questions
Q1) Customers are more likely to buy an inferior product now rather than wait for a better one if their culture thinks of time as a map rather than as a river.
A)True
B)False
Q2) A person with social power has the ability to alter the actions of others.
A)True
B)False
Q3) A typical antecedent state that a consumer might experience as he or she approaches the purchase environment is ________.
A) time pressure
B) sales interactions
C) product disposal
D) point-of-purchase stimuli
Q4) A pop-up store is purposefully designed to come and go very rapidly.
A)True
B)False
Q5) Why does a typical casino have low ceilings, no windows, no clocks, and no straight aisles?
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Q6) Why are modern industrialized societies dependent upon perceptions of time?
Chapter 10: Consumer Identity I: Sex Roles and Subcultures
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Explain the concept of deethnicization. Give an example.
Q2) Identify the "Big Three" American subcultures. Discuss size and growth characteristics.
Q3) Advertising to teens typically depicts ________.
A) respected adults recommending the product
B) qualified experts explaining product benefits
C) a group of "in" teens using the product
D) family members using the product together
Q4) By 2050, immigrants will constitute more than 50 percent of the American population.
A)True
B)False
Q5) Hillary is a typical teenager. She sees and hears ads all the time. Most of the time they are pretty good, but some ads have a trait that really bothers her. What is that trait most likely to be?
A) ads that focus on product features
B) ads that talk down to her
C) humorous product ads
D) lengthy product ads
Q6) Who are "born-again Christians," and why are marketers interested in this group?
Page 12
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Chapter 11: Consumer Identity 2: Social Class and Lifestyles
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87 Verified Questions
87 Flashcards
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Sample Questions
Q1) Richard worked very hard on his grades and worked after school part time to be able to afford tutors to help him advance his education. When he was named valedictorian of his class, he earned a certain status. The best term to describe the form of status that Richard earned is ________.
A) reference group affiliation
B) achieved status
C) classification status
D) ascribed status
Q2) Tian Zhao's parents were peasants from central China. Tian got a degree in electronics from a university and now works for a medium-sized technology firm. Tian recently purchased a Canon camera and a Dell computer, and he wears Nike running shoes. He shares an apartment with a co-worker and hopes to buy a house in five years. Tian is a member of the mass class.
A)True
B)False
Q3) What are the two major components of social class? Explain and comment on each component (such as which is more important).
Q4) Explain the concept of social mobility and its various forms.
Q5) List the various ways that psychographic segmentation can be used.
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Chapter 12: Networked Consumer Behavior:
Word-Of-Mouth, Social Media, and Fashion
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90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/28602
Sample Questions
Q1) In advertising terms, a(n) ________ refers to a view or exposure to an advertising message.
A) node
B) impression
C) connection
D) reference
Q2) Experts that are specialized in a limited number of topics are called ________.
A) market mavens
B) monomorphic
C) polymorphic
D) generalized
Q3) Product information that is transmitted by individuals to individuals is called ________.
A) independent analysis
B) product shuffle
C) reactance formation
D) word-of-mouth
Q4) What is a social game? Is Angry Birds a social game? Why or why not?
Page 14
Q5) Explain several of the basic characteristics of social networks. Provide an example.
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