Quiz 1: Characteristics Of Services & Different Types Of Services

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| By Tuimars
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Quizzes Created: 1 | Total Attempts: 324
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This quiz is based on the Video "The Difference: Goods vs. Services (lengt appr. 9 minutes) and texts and other materials you will find inside this quiz.
Look at the video and then answer the following questions. In order to pass this quiz you need to score minimum 70 points out of 100. You may have several attempts.


Questions and Answers
  • 1. 

    This text and figure prepares you for the next question. Read the text, contemplate the figure and think of the examples of services for each category presented.There is a large number of classification schemes for services. Their purpose is to provide conceptual tools for managing services. The classifications are being based on such features as- tangibility- need for specialization (e.g. professional vs. non-professional services- need for contact- profit orientation (e.g. profit orientation vs. non-profit orientation)- customer-employee presence (self-service/interpersonal service/remote serviceIn the picture below you find an example of categorization of international services. In this picture international services are contemplated in terms of need for contact and their concreteness. Services tied to location refer to the kind of services where there is a frequent contact with the customer, e.g. project management. In services free of location there is little need for contact and the nature of the service is virtual or close to it. E.g. banking servicesIn case of standardized services the need for contact is low and they are not culturally sensitive, e.g. many franchising services such as car rental services. 

  • 2. 

    Describe with your own words the elements of services marketing triangle. The maximum length of your answer should not exceed 500 characters

  • 3. 

    Which ones of the following statements are true?

    • A.

      Services lack physical characteristics

    • B.

      The quality of services is difficult to measure

    • C.

      Products and services are two different things

    • D.

      Goods have a shape and a form

    Correct Answer(s)
    A. Services lack physical characteristics
    B. The quality of services is difficult to measure
    D. Goods have a shape and a form
    Explanation
    Product is anything that the company offers that satisfies a consumer want or a consumer need. It may be a good or a service

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  • 4. 

    Which ones of the following statements are true?

    • A.

      Intangibility in this context means that services lack physical characteristics

    • B.

      Services being intangible makes it difficult to evaluate in advance how they will perform

    • C.

      The customer cannot influence the outcome of the service

    • D.

      Inseparability means that the customer takes part in the delivery of the service

    • E.

      It is not possible to store services in inventory

    Correct Answer(s)
    A. Intangibility in this context means that services lack physical characteristics
    B. Services being intangible makes it difficult to evaluate in advance how they will perform
    D. Inseparability means that the customer takes part in the delivery of the service
    E. It is not possible to store services in inventory
    Explanation
    The answer is correct because it accurately identifies the true statements about services. Intangibility refers to the lack of physical characteristics in services, making it difficult to evaluate their performance in advance. Inseparability means that the customer plays a role in the delivery of the service. Additionally, services cannot be stored in inventory since they are perishable and cannot be saved for future use.

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  • 5. 

    *Which ones of the following factors may influence the outcome of a service?

    • A.

      The customer's mood

    • B.

      The service provider's marketing efforts

    • C.

      The environment in which the service is provided (e.g. colours, noisiness, lighting, amount of other custormers around)

    • D.

      The customer's attitude

    • E.

      The process of the delivery of the service

    Correct Answer(s)
    A. The customer's mood
    C. The environment in which the service is provided (e.g. colours, noisiness, lighting, amount of other custormers around)
    D. The customer's attitude
    E. The process of the delivery of the service
    Explanation
    The outcome of a service can be influenced by several factors. The customer's mood can play a role as their emotions and mindset can impact their perception and satisfaction with the service. The environment in which the service is provided, including factors like colors, noise level, lighting, and the presence of other customers, can also influence the outcome by creating a pleasant or unpleasant atmosphere. The customer's attitude towards the service, whether positive or negative, can affect their overall experience. Additionally, the process of delivering the service, including the efficiency, effectiveness, and quality of the service, can also impact the outcome.

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  • 6. 

    Which ones of the following statements are true?

    • A.

      Perishability in this context means that services are typically consumed at the same time they are puchased

    • B.

      Most services are a combination of goods and srvices having both tangible and intangible aspects

    • C.

      Companies providing services tied to physical location need to pay special attention to their location as well as to their service environment

    • D.

      Exporting perishable services requires special permission from the Ministry of Trade

    Correct Answer(s)
    A. Perishability in this context means that services are typically consumed at the same time they are puchased
    B. Most services are a combination of goods and srvices having both tangible and intangible aspects
    C. Companies providing services tied to physical location need to pay special attention to their location as well as to their service environment
    Explanation
    The first statement is true because perishability refers to the fact that services cannot be stored or saved for later use, so they are typically consumed immediately after purchase. The second statement is true because most services involve a combination of tangible components (such as physical facilities or equipment) and intangible components (such as the expertise or skills of the service provider). The third statement is true because companies providing services tied to a physical location, such as restaurants or hotels, need to carefully consider the location and the overall service environment to attract and satisfy customers.

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  • 7. 

    There are services that an be easily repeated (e.g.video games) and the ones that cannot be repeated the same way many times (e.g. management consulting).Which ones of the below mentioned services you find culturally culturally sensitive and at the same time difficult to repeat?

    • A.

      Training services

    • B.

      Computer software

    • C.

      Health services

    • D.

      Movies

    Correct Answer(s)
    A. Training services
    C. Health services
    Explanation
    Training services and health services are both culturally sensitive because they involve working with individuals and their personal needs. These services often require a deep understanding of cultural norms, beliefs, and values in order to provide effective and appropriate care or training. Additionally, these services are difficult to repeat because each individual has unique needs and requirements, making it challenging to provide the exact same service multiple times. In contrast, computer software and movies can be easily repeated as they are not as dependent on individual needs or cultural sensitivity.

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  • 8. 

    Due to the IHIP characteristics of services (intanguibility, heterogeneity, inseparability and persihability) the marketing of services is challenging. Thus, an expanded marketing mix is being applied in promoting services. In addition to the traditional four Ps (Product, Price, Promotion, Place), the services marketing mix includes (choose the correct alternative) 

    • A.

      Perishability, process and people

    • B.

      People, physical evidence and process

    • C.

      Packaging, physical delivery and people

    • D.

      Process, perishability and promotion

    Correct Answer
    B. People, physical evidence and process
    Explanation
    The correct answer is "people, physical evidence and process." In services marketing, the intangible nature of services makes it important to focus on the people who deliver the service, the physical evidence that supports the service, and the process through which the service is delivered. These elements help to create a positive customer experience and build trust in the service being offered.

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  • 9. 

    Which ones of the following statements regarding services is true?

    • A.

      Services count for 20% of the world trade

    • B.

      In case of Finland, the exports of services bring a bigger added value than the export of goods

    • C.

      When purchasing services the customer knows beforehand the quality of the purchased service

    • D.

      For marketing services the image of the service/company plays an important reference of quality to the customer

    Correct Answer(s)
    A. Services count for 20% of the world trade
    B. In case of Finland, the exports of services bring a bigger added value than the export of goods
    D. For marketing services the image of the service/company plays an important reference of quality to the customer
    Explanation
    The first statement is true because services do account for approximately 20% of the world trade. The second statement is true for Finland as the exports of services in Finland bring a higher added value compared to the export of goods. The fourth statement is also true as the image of the service/company is an important factor for customers in determining the quality of marketing services.

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  • Current Version
  • Mar 16, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Sep 17, 2016
    Quiz Created by
    Tuimars
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