Services Marketing Question Bank
Course Introduction
Services Marketing explores the unique challenges and strategies involved in marketing intangible offerings, such as financial services, hospitality, healthcare, and professional services. The course emphasizes the critical role of service characteristics intangibility, inseparability, variability, and perishability on marketing decisions and consumer behavior. Topics include service design and delivery, relationship marketing, service quality measurement, customer satisfaction, loyalty management, and recovery strategies. Through case studies and real-world applications, students gain practical knowledge in creating and maintaining a competitive advantage 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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Page 2
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) 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
Q3) ________ focuses on biological needs that produce unpleasant states of arousal.
A) Drive theory
B) Gratification theory
C) Consumerism
D) Role theory
Answer: A
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) When Japanese cars first became popular in the United States, some drivers of domestic cars placed bumper stickers on their vehicles that stated "Hungry? Eat your foreign car." These stickers encouraged people to support local workers and keep an American advantage in the balance of trade between Japan and the United States. The attitude expressed by the stickers is best described as ________.
A) national inertia
B) lexicographic determinism
C) stereotyping
D) ethnocentrism
Answer: D
Q2) Cedric runs out of gas. He thinks to himself, How stupid I am! Cedric has just experienced a form of problem recognition that is being dominated by a downward movement in his actual state.
A)True
B)False
Answer: True
Q3) Describe the loss-aversion bias and provide an example from your own experience.
Answer: Loss aversion means that people place much more emphasis on loss than they do on gain. Student examples will vary.
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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) Ralf and his brother had a business in a Midwest college town taking SUVs and modifying them into tailgating machines. These "awesome party wagons" were equipped with the owner's desired team logo on the front, side, and back; gas grills; and large beverage coolers. Their business boomed, especially when the university had a winning season. Ralf and his brother were creating and selling what could be best described as ________.
A) myth carriers
B) ritual artifacts
C) symbolic exchange objects
D) attitudinal reciprocity products
Answer: B
Q2) Brands that we closely link to our rituals are called ________ brands; once they become imbedded in our rituals we are unlikely to replace them.
A) fighter
B) fortress
C) transcultural
D) sacralized
Answer: B
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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) Locational privacy is an issue now that GPS-enabled mobile devices are ubiquitous.
A)True
B)False
Q2) Cash losses due to shoplifting and employee theft are called ________.
A) accounts receivable
B) unrecoverables
C) shrinkage
D) fraud
Q3) The shoe company TOMS gives a pair of shoes to a needy child for every pair that it sells. This is an example of a company which has integrated ________ into its business model.
A) correction marketing
B) environmental marketing
C) corporate social responsibility
D) ethical marketing requirements
Q4) Business ethics are rules of conduct published by the Better Business Bureau that guide actions in the marketplace.
A)True
B)False
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Chapter 5: Perception
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Individuals have different absolute thresholds for visual and aural stimuli. This fact supports the statement that subliminal advertising would need to be tailored to the individual in order to be effective.
A)True
B)False
Q2) Alba is dedicated to fitness and nutrition. She rarely eats fast food because of the high calories and low nutritional value. Though Alba is exposed to many advertising messages from fast food restaurants each day, she rarely processes these messages. This is an example of subliminal perception.
A)True
B)False
Q3) Processing information from more than one medium at a time is known as
A) multitasking
B) perceptual hyperactivity
C) perceptual chunking
D) interactive attention
Q4) What does the word gestalt mean, and how does the term describe an important principle of the perceptual process?
Q5) What does the study of semiotics attempt to do?
Page 7
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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) Which type of reinforcement best characterizes what an individual would typically experience while fishing?
A) fixed-interval reinforcement
B) variable-interval reinforcement
C) fixed-ratio reinforcement
D) mixed-ratio reinforcement
Q2) Another name for instrumental conditioning is ________ conditioning.
A) operant
B) neo-classical
C) stimulus
D) reward
Q3) The process of stimulus generalization is often central to branding and packaging decisions that attempt to capitalize on consumers' positive associations with an existing brand or company name. In this context, list and briefly discuss the four strategies based on stimulus generalization presented in the text.
Q4) People have a tendency to remember unusual ads more effectively than ads that are not. Why? What is this phenomenon called?
Q5) Compare and contrast classical and instrumental (operant) conditioning.
Q6) What is the capacity of short-term memory? Comment and explain.
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Chapter 7: The Self
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87 Verified Questions
87 Flashcards
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Sample Questions
Q1) The reality principle, according to Freudian psychology, is behavior guided by the primary desire to maximize pleasure and avoid pain.
A)True
B)False
Q2) Personality refers to a person's unique psychological makeup and how it consistently influences the way a person responds to his or her environment.
A)True
B)False
Q3) "Casual Fridays" in American workplaces encourage the expression of a person's
A) virtual self
B) dual self
C) cultural self
D) unique self
Q4) Describe the concepts of brand personality and brand equity and explain how they are related.
Q5) Describe how ideals of beauty within a culture motivate consumers to change themselves physically. Mention specific categories where this occurs.
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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) A company wants to persuade a customer to buy its products. If the consumer is characterized as having a high degree of involvement with products that are sold by the company, what route to persuasion will the company most likely take?
A) a parallel route
B) a peripheral route
C) a circular route
D) a central route
Q2) Which theory of attitudes states that people are motivated to take action to resolve inconsistencies between attitudes and behaviors?
A) theory of cognitive dissonance
B) self-perception theory
C) social judgment theory
D) balance theory
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
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Page 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) It would be difficult to sell consumers life insurance if their notion of time is like a mirror.
A)True
B)False
Q2) What two basic dimensions determine if a shopper will react positively or negatively to a consumption environment? What factors can affect a consumer's moods in the shopping environment that are a) under the control of the marketer and b) not under the control of the marketer?
Q3) Consumers' physical and social environments have little to do with the motives consumers have for product usage.
A)True
B)False
Q4) If a consumer admires the qualities of another person and copies his or her behaviors, the person that is copied is said to have ________ power.
A) referent
B) informational
C) legitimate
D) coercive
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Q5) 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
Source URL: https://quizplus.com/quiz/28600
Sample Questions
Q1) The cohort of consumers born between 1965 and 1985 has been labeled ________, or "baby busters."
A) Silent Generation
B) Generation X
C) Generation Y
D) Generation Z
Q2) More than fifty percent of all Hispanic Americans are concentrated in just six American metropolitan areas. Which of the following is NOT among them?
A) Colorado
B) California
C) New York
D) Texas
Q3) Promotions that are directed to a "younger lifestyle" in the Hispanic-American market are more likely to be successful than promotions directed to a senior Hispanic-American market.
A)True
B)False
Q4) Explain why the original descriptions and stereotypes of Gen Xers may be inaccurate.
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Chapter 11: Consumer Identity 2: Social Class and Lifestyles
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87 Verified Questions
87 Flashcards
Source URL: https://quizplus.com/quiz/28601
Sample Questions
Q1) Which of the following theorists is best known for arguing that an individual's relationship to the means of production determines his position in society?
A) Karl Marx
B) Max Weber
C) Horatio Alger
D) Thorstein Veblen
Q2) Lower-class men are more likely than middle-class men to have a general sense of empowerment.
A)True
B)False
Q3) According to a classic view of the American class structure, the newer social elites, drawn from current professionals, belong to which of the following social class categories?
A) Lower-Upper
B) Upper-Upper
C) Upper-Middle
D) Lower-Middle
Q4) What are the two major components of social class? Explain and comment on each component (such as which is more important).
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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) What term refers to the hardware system upon which a social game is played?
A) genre
B) platform
C) mode
D) milieu
Q2) Social shopping is a hybrid of social networking and online retailing.
A)True
B)False
Q3) Several research methods are used to study reference groups and opinion leadership. ________ methods trace communication patterns among members of a group. These techniques allow researchers to systematically map out the interactions that take place among group members.
A) Momentum
B) Behavioral
C) Sociometric
D) Geodemographic
Q4) What qualities does a person feel when in a flow state? Share a personal flow state experience of your own.
Q6) How does online social networking magnify word-of-mouth communication? Page 14
Q5) What is a market maven? How does a market maven differ from an opinion leader?
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