Services Marketing Practice Questions
Course Introduction
Services Marketing focuses on the unique challenges and strategies involved in marketing intangible products and creating customer value in service-based industries. The course explores key concepts such as service quality, customer relationship management, service delivery, and the integration of technology in service encounters. Students will analyze how services differ from goods, learn to design effective service marketing strategies, and understand the critical role of internal marketing and employee engagement. Real-world cases and applications are used to develop problem-solving skills for managing customer expectations and enhancing satisfaction in sectors like hospitality, healthcare, banking, and professional services.
Recommended Textbook
CB4 4th Edition by Barry
J. Babin
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16 Chapters
2151 Verified Questions
2151 Flashcards
Source URL: https://quizplus.com/study-set/1132 Page 2
Chapter 1: What Is CB and Why Should I Care
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122 Verified Questions
122 Flashcards
Source URL: https://quizplus.com/quiz/22225
Sample Questions
Q1) Which discipline studies human reactions to their environment?
A) marketing
B) economics
C) psychology
D) anthropology
E) sociology
Answer: C
Q2) Undifferentiated marketers generally adopt a market orientation.
A)True
B)False
Answer: False
Q3) Refer to Restaurant Research Scenario. Which of the following can be a criticism of the research approach used by Insight Research?
A) not providing useful information to the restaurant
B) results are objective
C) data are researcher dependent
D) presence of the researcher could have influenced the actions of consumers
E) interpretive research is not an acceptable approach for understanding consumer behavior
Answer: C
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Chapter 2: Value and the Consumer Behavior Value Framework
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121 Verified Questions
121 Flashcards
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Sample Questions
Q1) Internal influences include the social and cultural aspects of life as a consumer.
A)True
B)False
Answer: False
Q2) Which concept is at the heart of the Consumer Value Framework and the focus of marketing efforts?
A) value
B) consumption
C) personality
D) culture
E) quality
Answer: A
Q3) Value is a personal assessment of the net worth obtained from an activity.
A)True
B)False
Answer: True
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Page 4
Chapter 3: Consumer Learning Starts Here: Perception
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135 Verified Questions
135 Flashcards
Source URL: https://quizplus.com/quiz/22227
Sample Questions
Q1) Refer to Warning Labels Scenario. One proposed graphic includes a picture of a set of human lungs but they are diseased, making it difficult to immediately determine that the picture is of a set of lungs. However, with a little effort most consumers will be able to discern that the graphic is a picture of diseased lungs because of the shape and the accompanying statement concerning cancer. With respect to categorization, which reaction does this best illustrate?
A) integration
B) contrast
C) selectivity
D) accommodation
E) instrumental learning
Answer: D
Q2) Accommodation occurs when a consumer easily recognizes a round, red fruit as an apple.
A)True
B)False
Answer: False
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Page 5
Chapter 4: Comprehension, Memory, and Cognitive Learning
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151 Verified Questions
151 Flashcards
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Sample Questions
Q1) When someone tells you a phone number and you whisper it to yourself so you will remember it long enough to call the number, which memory store are you using?
A) long-term memory
B) sensory memory
C) workbench memory
D) iconic memory
E) episodic memory
Q2) Rumination means stimuli are converted to meaning that can be expressed verbally.
A)True
B)False
Q3) _____ are beliefs of what will happen in some situation.
A) Expectations
B) Frames
C) Adaptations
D) Counterarguments
E) Support arguments
Q4) To really learn something, you should repeat it over and over.
A)True
B)False
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Chapter 5: Motivation and Emotion: Driving Consumer Behavior
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135 Verified Questions
135 Flashcards
Source URL: https://quizplus.com/quiz/22229
Sample Questions
Q1) Explain how utilitarian motivations differ from hedonic motivations and give an example of each.
Q2) A consumer who eats a whole pint of Ben & Jerry's New York Super Fudge Chunk ice cream and later feels guilty and ashamed of herself is experiencing _____.
A) emotional contagion
B) emotional labor
C) autobiographical emotions
D) self-conscious emotions
E) autonomic emotions
Q3) Agency appraisals review responsibility for events and can evoke gratefulness, frustration or sadness.
A)True
B)False
Q4) Define autobiographical memory and describe one of yours. Explain how a marketer might be able to influence consumers to recall positive autobiographical memories.
Q5) Emotion and cognition are closely related.
A)True
B)False
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Chapter 6: Personality, Lifestyles, and the Self-Concept
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145 Verified Questions
145 Flashcards
Source URL: https://quizplus.com/quiz/22230
Sample Questions
Q1) AIO statements are used to gain an understanding of consumers. What does AIO stand for?
A) attitudes, introversion, and openness
B) agreeableness, introspection, and opinions
C) attitudes, interactions, and openness
D) activities, interactions, and opposition
E) activities, interests, and opinions
Q2) Which of the following is a "variable-centered" approach that focuses on particular variables, or traits, that exist across a number of consumers?
A) unidimensional perspective
B) multidimensional perspective
C) nomothetic perspective
D) idiographic perspective
E) VALS perspective
Q3) "Baby Boomers" are those consumers who were born between the years of 1981-1995. A)True B)False
Q4) There are only a few personality traits that are relevant to consumer research. A)True B)False
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Chapter 7: Attitudes and Attitude Change
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140 Verified Questions
140 Flashcards
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Sample Questions
Q1) Describe balance theory and how it can be used to explain the effectiveness of celebrity endorsers in changing consumers' attitudes.
Q2) The elaboration likelihood approach to attitude suggests that affect, behavior, and cognition form in a sequential order.
A)True
B)False
Q3) Refer to Attitude Scenario. This consumer saw an advertisement for Ford Taurus touting its "sleek, contemporary" styling. According to social judgment theory, what is likely to happen when this consumer sees this message?
A) a unit relation will be formed
B) a primacy effect will occur
C) the message will likely fall in the latitude of rejection
D) an ego-defensive function of attitude will result
E) the message will resonate with this consumer
Q4) Highly explicit sexual content in advertisements effectively focuses attention on the product advertised.
A)True
B)False
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Chapter 8: Consumer Culture
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122 Verified Questions
122 Flashcards
Source URL: https://quizplus.com/quiz/22232
Sample Questions
Q1) Cultural sanction refers to the penalties associated with performing a nongratifying or culturally inconsistent behavior.
A)True
B)False
Q2) Nonverbal communication is information passed through some nonverbal act.
A)True
B)False
Q3) Dostat is a phenomenon associated with long-term orientation and is the idea that when someone does a good deed for you, you are expected to return that good deed.
A)True
B)False
Q4) Eating turkey on Thanksgiving in the United States is an example of a tradition.
A)True
B)False
Q5) Highly collective societies tend to live in extended families and be very loyal to groups from which they take their identity.
A)True B)False
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Chapter 9: Microcultures
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120 Verified Questions
120 Flashcards
Source URL: https://quizplus.com/quiz/22233
Sample Questions
Q1) The phenomenon in which consumers choose membership in microcultures in an effort to stand out or define themselves from the crowd is called _____.
A) assimilation
B) acculturation
C) divergence
D) structuring
E) stratification
Q2) North American has been divided into four regional microcultures.
A)True
B)False
Q3) Refer to Baby Boomer Scenario. Which type of microculture best describes all Baby Boomers?
A) religious microculture
B) ethnic microculture
C) income and social class microculture
D) psychographic microculture
E) generational microculture
Q4) The countries with the highest birthrates in the world are among the richest.
A)True
B)False
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Chapter 10: Group and Interpersonal Influence
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153 Verified Questions
153 Flashcards
Source URL: https://quizplus.com/quiz/22234
Sample Questions
Q1) Carl purchased a 32-inch flat-screen high-definition television when they first came out and paid $10,000. He knew the price would drop over time, but he wanted to be one of the first consumers to have the new television. Carl is best described as a(n) _____ with respect to this product.
A) early adopter
B) innovator
C) early majority
D) leader
E) primary consumer
Q2) Stan is a member of the Association for Consumer Research, but when he attends the conferences he doesn't feel connected to the group. Even though his research is received favorably, he often feels excluded and detached from the other members and doesn't really enjoy the conference as much as the other participants. Stan can best be described has having a(n) _____ with respect to this group.
A) interpersonal barrier
B) separated self-schema
C) mental barrier
D) incongruent attitude
E) dissociative self-schema
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Page 12
Chapter 11: Consumers in Situations
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128 Verified Questions
128 Flashcards
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Sample Questions
Q1) Refer to Christmas Shopping Scenario. The advertisement that appeared in the newspaper that morning is an example of _____ by the downtown stores, which means running an ad when shoppers were most receptive to the message.
A) advertiming
B) pulsing
C) flighting
D) continuity
E) congruity
Q2) In consumer behavior, atmospherics refers to the emotional nature of an environment or the feelings created by the total aura of physical attributes that comprise a physical environment.
A)True
B)False
Q3) Compulsivity is a personality trait that represents how sensitive a consumer is to immediate rewards.
A)True
B)False
Q4) Explain how value varies with situations.
Q5) Compare and contrast impulsive, unplanned, and compulsive shopping behaviors.
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Chapter 12: Decision Making I: Need Recognition and Search
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127 Verified Questions
127 Flashcards
Source URL: https://quizplus.com/quiz/22236
Sample Questions
Q1) Tanya is considering purchasing a digital camera, so she searched "digital cameras" in Google and was overwhelmed with millions of results. There was so much information available that Tanya could not assimilate all of it, which is a phenomenon referred to as
A) information saturation
B) information overload
C) overexposure
D) information inertia
E) entropy
Q2) A consumer's actual state must change for need recognition to occur.
A)True
B)False
Q3) Brand loyalty is present when a consumer simply buys a product repeatedly without any real attachment.
A)True
B)False
Q4) Cognitive dissonance refers to the negative emotions that come from failed search processes.
A)True
B)False
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Chapter 13: Decision Making Ii: Alternative Evaluation and Choice
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117 Verified Questions
117 Flashcards
Source URL: https://quizplus.com/quiz/22237
Sample Questions
Q1) The accuracy of a consumer's evaluation depends heavily on the quality of judgments that they make.
A)True
B)False
Q2) Following the lexicographic rule, the consumer sets a minimum mental cutoff point for various features and rejects any product that fails to meet or exceed this cutoff point across all features.
A)True
B)False
Q3) Explain affect-based and attribute-based evaluations and discuss when each is used. Give an example of when you used each type of evaluation when making a purchase decision.
Q4) Sometimes consumers will decide where they will buy before they determine what they will buy.
A)True
B)False
Q5) Emotions and mood states play a big role in affect-based evaluations.
A)True
B)False
Page 15
Q6) Name and describe the four types of noncompensatory decision rules.
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Page 16
Chapter 14: Consumption to Satisfaction
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122 Verified Questions
122 Flashcards
Source URL: https://quizplus.com/quiz/22238
Sample Questions
Q1) Which theory states that consumers are motivated to act in accordance with their attitudes and behaviors.
A) expectancy theory
B) attribution theory
C) self-perception theory
D) confirmatory theory
E) theory of reasoned action
Q2) Lori moved into a new house and was supposed to get her phone connected in August, but hurricane Katrina struck the day a serviceman was supposed to hook it up.
As a result, she was not able to get phone service until several months later because there was so much devastation from the hurricane. Lori was not mad because she realized that the phone company did not have control over the weather or the extent of the destruction it caused. Which element of attribution theory does this illustrate?
A) expectations
B) disconfirmation
C) confirmation
D) control
E) locus
Q3) Define expectations and name and describe the four types.
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Page 17
Chapter 15: Consumer Relationships
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/22239
Sample Questions
Q1) Utilitarian value is more important than hedonic value in preventing switching behavior.
A)True
B)False
Q2) The certainty of a lengthy stream of revenues for a firm is much greater for a customer acting only on inertia.
A)True
B)False
Q3) Which type of switching costs involve lost time and effort?
A) opportunity switching costs
B) financial switching costs
C) relational switching costs
D) temporal switching costs
E) procedural switching costs
Q4) All of the following are implications of negative word-of-mouth EXCEPT _____.
A) can hurt sales
B) can damage the image of the firm
C) can have effects that spill over to an entire industry
D) can increase switching costs
E) all of these choices are implications of negative word-of-mouth
Page 18
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Chapter 16: Consumer and Marketing Misbehavior
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198 Verified Questions
198 Flashcards
Source URL: https://quizplus.com/quiz/22240
Sample Questions
Q1) Refer to Cigarette Marketing Scenario. Tobacco companies have been fighting lawsuits brought against them by ailing smokers or families who have lost loved ones from smoking-related illnesses. The extent to which businesses are held responsible for product-related injuries is called _____.
A) corporate social responsibility
B) strict liability
C) caveat emptor
D) negligent liability
E) products liability
Q2) Individual behavior is guided not only by a sense of what members of society would believe is ethical or unethical in a particular situation but also by the individual's morals.
A)True
B)False
Q3) Describe the concept of corporate social responsibility and discuss the main categories of activities through which companies can be responsible. Give an example of each activity.
Q4) Several laws have been enacted affecting commerce and consumer safety. Name and describe three of them.
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