Chapter 3: An overview Of The Services Sector

It is generally accepted that the _______ includes the “soft parts” of the economy consisting of several sub-sectors.
1. service economy
2. industrial economy
3. agricultural economy
4. information economy
5. goods economy
What is European classification scheme for economic activities and products?
1. ISIC
2. NACE
3. NICE
4. NAICS
5. EU sectors
Financial activities sector consists of all the following except:
1. Finance
2. Insurance
3. Social welfare
4. Pensions
5. Share brokerage
The world's largest industry in the private sector and highest projected generator of jobs is:
1. business services
2. the hospitality industry
3. health services
4. professional services
5. retail
1 in 4 Europeans are currently consuming services from which sector?
1. Education
2. Healthcare
3. Social assistance
4. Professional services
5. The food services
Which sector includes the internet provision industry?
1. Educational
2. Finance
3. Government
4. Communications and Media
5. Leisure and Hospitality
The service sector that is the fastest growing sector in terms of employment is:
1. Wholesale and retail trade
2. Transportation and warehousing
3. Financial activities
4. Professional and business services
5. Education and health services
The leisure and hospitality industry comprises a variety of services. Which of the following is not one of them?
1. food service
2. lodging
3. travel and tourism
4. meeting and convention planning
5. all the above are part of the hospitality industry
The leisure and hospitality sector accounted for what % of employment in Europe in 2007?
1. 10.1
2. 5.0
3. 11.9
4. 50
5. 55
A large proportion of people employed in the hospitality and leisure sector are….
1. Young
2. In first job
3. Female
4. Part-time
5. All of the above
The professional and business sector includes all of the following except:
1. computer services
2. legal advice
3. hospitals
4. accounting
5. architectural
Which sector should have the most concern for environmental issues?
1. Transport services
2. Professional and Business Services
3. Wholesale and Retail Trade
4. Education and Health Services
5. Other Services
Which of the following does not fit well within any of the sectors discussed?
1. pet services
2. health care
3. dentists
4. physicians
5. engineers
Most wholesalers are small, employing fewer than 50 workers. Which of the following is not an occupation in which two-thirds of wholesalers work?
1. Administrative support
2. Sales
3. Transportation
4. Purchasing
5. Material-moving
Traditional service classification schemes include all of the following except:
1. the degree of tangibility
2. skill level of the provider
3. appearance of the provider
4. the degree of customer contact
5. the goal of the service providers
Subsequent service classification schemes include all the following except:
1. Labour intensiveness
2. Nature of the service
3. Relationship with the customer
4. Method of service delivery
5. Nature of demand relative to supply
According to the text, the obsession with the Internet began around ________.
1. 1975
2. 1982
3. 1991
4. 1996
5. 2000
An e-service is a (an) __________ available via the net.
1. service
2. business process
3. application
4. information technology resource
5. all of the above
E-services are also called ___________.
1. ISPs
2. bASPs
3. Telcos
4. Aps-on-tap
5. Aggregators
To date, the most successful distribution of e-services has occurred through ______.
1. telecommunication companies (telcos)
2. Internet service providers (ISPs)
3. Enterprise resource planning (ERP) vendors
4. Application service providers/developers (ASPs)
5. Monolithic design coordinators (MDCs)
E-services have overcome many of the traditional challenges faced by service marketers. Which of the following is not challenge overcome by the information-based services?
1. Intangibility
2. Homogeneity
3. Inseparability
4. Heterogeneity
5. Perishability
E-services can overcome some of the challenges provided by intangibility by which of the following?
1. Appearance of a website
2. Accuracy of information
3. Speed of the server
4. Ease of navigation
5. All of the above
Hotel rooms that are not sold on Thursday night cannot be added to the supply of rooms available for occupancy on Friday night. E-services are not faced with these problems?
1. Perishability
2. Intangibility
3. Homogeneity
4. Inseparability
5. Heterogeneity
Replacing tasks that required human labour with machines is called:
1. Search
2. Quantization
3. Automation
4. Industrialization
5. Customization
The breaking down of monolithic services into modular components is called:
1. Search
2. Quantization
3. Automation
4. Industrialization
5. Customization
The growth in the number of time-pressured consumers has led to an increase in time-saving services such as:
1. Restaurants
2. Housekeeping
3. Hairstyling shops
4. Tax preparation
5. All of the above
Which of the following statements about "woofs" is false?
1. The term stands for "well-off older folks."
2. Woofs control allege percentage of wealth and discretionary income.
3. Woofs are engaged in "down aging"
4. Woofs are at least partly responsible for the increase in demand for amusement and recreation services.
5. All the above are true
The migration of domestic jobs to foreign host countries is called:
1. Outservicing
2. Outsourcing
3. Offshoring
4. Industrialization
5. None of the above
The term that reflects the belief that without manufacturing, there will be less for people to service and more people available to do less work is:
1. Materialismo snobbery
2. manufacturing superiority
3. industrial champions
4. manufacturing dichotomization
5. none of the above
The service industry criticism that low wages will possibly lead to dramatic changes in future governments is:
1. Materialismo snobbery
2. dichotomization of wealth
3. service industries are slow to adopt new technology
4. service productivity is weak
5. service inflation is difficult to control
Several guidelines to success become clear when examining the growth and dominance of the service sector. Which of the following is not one of them?
1. Excel at niche marketing
2. Bigger is better
3. Master technological change
4. Excel at customer service
5. Understand the value of customer retention
Focusing the firm’s marketing efforts toward the existing customer base is called:
1. Customer retention
2. Excellent customer service
3. Conquest retention
4. Courteous retention
5. None of the above
Which of the following statements pertaining to firm's customer retention efforts is true?
1. The marketing costs associated with keeping customers are higher than the costs associated with obtaining new customers
2. Existing customers tend to purchase less services less frequently.
3. Current customers are more efficient in their service transactions.
4. Reducing customer defections by 5 percent can increase profits by as much as 90 percent.
5. All of the above statements are false.
The pursuit of new customers as opposed to the retention of existing ones is called:
1. Services marketing
2. B2B marketing
3. Conquest marketing
4. Consumer marketing
5. All of the above

Chapter 3: An overview Of The Services Sector

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