RATIONALE: Services are intangible, inseparable, heterogeneous, and perishable. 1 POINTS: Which unique characteristic of services means that consumers must be present during the production? Intangibility Inseparability Heterogeneity Perishability Connectivity b ANSWER: RATIONALE: Inseparability is the inability of the production and consumption of a service to be separated. 1 POINTS: Which unique characteristic of services is the variability of the inputs and outputs of services, which causes services to tend to be less standardized and less uniform than goods? Intangibility Inseparability Heterogeneity Perishability Flexibility c ANSWER: RATIONALE: Because services have greater heterogeneity, or variability of inputs and outputs, they tend to be less standardized. 1 POINTS: One of the reasons consumers can purchase cheap flights or hotel rooms on Web sites such as Expedia.com and Hotels.com is due to the fact that airlines cannot sell the seat on a specific flight after the plane takes off and hotels cannot recoup the revenue from that room for that night once the night passes. Which unique characteristic of services does this illustrate? Intangibility Inseparability Perishability Simultaneous production and consumption Variability c ANSWER: RATIONALE: Services cannot be stored, inventoried, or warehoused. 1 POINTS: Which component of a service is the ability to perform the service dependably, accurately, and consistently? Responsiveness
RATIONALE: Services are intangible, inseparable, heterogeneous, and perishable. POINTS: 1 Which unique characteristic of services means that consumers must be present during the production? Intangibility Inseparability Heterogeneity Perishability Connectivity ANSWER: b RATIONALE: Inseparability is the inability of the production and consumption of a service to be separated. POINTS: 1 Which unique characteristic of services is the variability of the inputs and outputs of services, which causes services to tend to be less standardized and less uniform than goods? Intangibility Inseparability Heterogeneity Perishability Flexibility ANSWER: c RATIONALE: Because services have greater heterogeneity, or variability of inputs and outputs, they tend to be less standardized. POINTS: 1 One of the reasons consumers can purchase cheap flights or hotel rooms on Web sites such as Expedia.com and Hotels.com is due to the fact that airlines cannot sell the seat on a specific flight after the plane takes off and hotels cannot recoup the revenue from that room for that night once the night passes. Which unique characteristic of services does this illustrate? Intangibility Inseparability Perishability Simultaneous production and consumption Variability ANSWER: c RATIONALE: Services cannot be stored, inventoried, or warehoused. POINTS: 1 Which component of a service is the ability to perform the service dependably, accurately, and consistently? Responsiveness
mkt_201_exam.docx