SOLVED

81) According to the goods/services continuum, which of the following is the best example of a pure good? A) a textbook B) a class lecture C) a haircut D) a muffler repair E) a massage 82) Many visitors to an amusement park have complained about the long and slow-moving lines, as well as the fact that park employees are letting their friends cut in line. This equipment-based service provider is having trouble with ________ factors. A) operational B) augmented services C) locational D) environmental E) technological 83) Which of the following is the best example of a facility-based service? A) a car dealer B) a pharmacy C) a swimming pool D) a computer and electronics store E) an accounting firm 84) Which of the following is the best example of a people-based service? A) an automatic carwash B) a museum C) a babysitting service D) an x-ray lab E) a movie theater 85) A coffeehouse that has added free wireless Internet connections for its patrons’ laptop computers is offering a(n) ________. A) core service B) augmented service C) intangible good D) disintermediated service E) people-based service 86) Which of the following is NOT an example of a service encounter? A) a nurse listening to a patient’s heart rate B) a potential customer using a search engine to locate a business C) a customer checking into a hotel D) a student attending a tutoring session E) a mechanic telling a customer what is wrong with his car 87) One of the ways Megan determined which day care center to send her children to was visiting different centers and observing the indoor and outdoor play facilities, the cleanliness of the employees’ uniforms, and how well infants were segregated from older children. She was evaluating the day care using ________ qualities before she enrolled her children in the day care. A) operational B) local C) search D) experience E) credence 88) When Ria hired an interior designer to redecorate her living room, she was not sure she had made the right decision until she saw her gorgeous newly decorated living room. Ria used ________ qualities to evaluate the designer’s services. A) operational B) local C) search D) experience E) credence 89) Naomi is afraid to go to a dentist, but she has a severe toothache. Her sister has recommended she go to Dr. Tompkins because he guarantees pain-free dentistry. Assuming Naomi visits Dr. Tompkins, she can only evaluate his dental techniques through ________ qualities. A) operational B) local C) search D) experience E) positioning 90) Search qualities would be most useful to a consumer buying which of the following? A) an operation to declaw her cat B) Spanish tutoring C) the expertise of a marketing consultant D) the services of an advertising agency E) a new refrigerator