SOLVED

91) Hillary wants to be an author. She has sent a manuscript she wrote to an agent who will critique the manuscript and tell Hillary if her work is marketable. Because Hillary does not know if her work is marketable, she has decided to accept whatever the agent, who is an expert in the field, says as true. In this respect, the agent’s opinion has a(n) ________ quality. A) search B) experience C) local D) operational E) credence 92) There is a lot of buzz about the Universal Studio’s Mardi Gras special event and the Donna Summer concert. If larger-than-expected crowds come to the concert, the guests will need to put up with heavy traffic and long lines for concessions and restrooms. These guests would most likely judge the visit to Universal Studios based on ________ qualities. A) credence B) experience C) assurance D) empathy E) locational 93) Barry was having stomach trouble and was sent to have an ultrasound performed on his abdomen. The technician performing the ultrasound told Barry he had gallstones. Because Barry could not recognize gallstones even as the technician pointed them out, Barry was left to evaluate the ultrasound on the basis of ________ qualities. A) locational B) search C) experience D) credence E) operational 94) The bank management decided its customers would not mind if it only opened the drive-thru window on Saturdays and not require other bank employees to work on weekends. Customers who work during the week were disappointed that they could not apply for a loan on Saturday, as that was not a service available at the drive-thru window. Gap analysis would show this to be a gap between ________. A) consumer expectations and management perception B) management perception and quality standards set by the firm C) established quality standards and service delivery D) needed services and expected services E) expected services and perceived services 95) In the fall of 2002, Sheraton Hotels & Resorts launched a program to improve service quality. All Sheraton employees were given a detailed written list of specific goals that must be accomplished in order to ensure customer satisfaction. Then all employees received training to show them exactly how the objectives were to be met. Sheraton was working to prevent a gap between ________. A) customer expectations and management perceptions B) management perception and actual service C) established quality standards and service delivery D) service quality standards and consumer expectations E) expected service and needed service 96) Gina’s Nail Salon is serious about pleasing its customers. Employees are trained to immediately and pleasantly respond to any customer complaints, and they are empowered to offer discounts and free add-ons to customers who believe they have received anything less than the best service. Gina’s Nail Salon focuses on ________. A) quick service recovery B) differentiating its product offerings C) tangibles D) assurance E) product improvement 97) An advertisement for the Blue Ridge Parkway (a highway) that runs from the Shenandoah Valley to the Smokey Mountains describes the highway as a “trip back in time.” This is an example of ________. A) idea marketing B) place marketing C) social marketing D) services marketing E) the market fulfillment approach 98) In 2003, Home Depot’s forty Arizona stores participated with the Arizona Department of Water Resources and the cities of Phoenix, Mesa, and Scottsdale in a $1.8 million “Water, Use It Wisely” campaign. This is an example of ________. A) place marketing B) social networking C) people marketing D) idea marketing E) societal benefit marketing 99) Political candidates often hire image consultants who tell them what clothes to wear, how to wear their hair, and how to act in front of a crowd of people. Political candidates who use image consultants to help them market themselves to the voters are using which of the following strategies? A) brand extension B) market development C) diversification D) product improvement E) pure selling 100) In 2001, the United Methodist Church budgeted $4 million for ads to encourage former church members to return to church. This ad campaign is an example of ________. A) product improvement B) market fulfillment C) place marketing D) people marketing E) idea marketing