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Home » Business & Economics » Business » Baines, Fill & Page: Marketing » Student resources » Multiple choice questions » Chapter 15

Baines, Fill & Page: Marketing

Chapter 15

Instructions

Choose your answers from a-d by clicking the radio button next to each choice and then press 'Submit' to get your score.

Question 1

Comparing non-profit organisations to for-profit organisations, which of the following statements is NOT correct?

Question 2

The most obvious distinction between non-profit and for-profit organisations are:

Question 3

Which of the following is NOT an example of non-profit marketing?

Question 4

Tourism authorities typically engage in:

Question 5

This refers to the co-operation between private sector companies and charities, whereby each party enjoys the various benefits arising through cooperation with the other sector:

Question 6

This is a characteristic of a service, one that refers to their instantaneous production and consumption:

Question 7

This is a characteristic of a service, namely that they do not have physical attributes and so therefore cannot be perceived by the senses - cannot be tasted, seen, touched, smelt or possessed:

Question 8

Which of the following is the application of marketing concepts and principles within an organisation?

Question 9

This is a characteristic of a service, one that recognises that spare or unused capacity cannot be stored for use at some point in the future:

Question 10

This includes any acts or performances offered by one party to another, that are essentially intangible and where consumption does not result in any transfer of ownership:

Question 11

Which of the following is a combination of different service elements, including products?

Question 12

Which of the following is an event that occurs when a customer interacts directly with a service?

Question 13

Which of the following is an event that occurs when a customer's expectations of a service encounter are not met?

Question 14

These are a series of sequential actions that lead to predetermined outcomes when a service is performed correctly:

Question 15

This is an organisation's systematic attempt to correct a service failure and to retain a customer's goodwill:

Question 16

Once a train pulls out of a station, or an aeroplane takes off or a film starts, those seats are lost and can never be sold. This is referred to as:

Question 17

By lowering prices to attract custom during quieter times and raising prices when demand is at its highest, demand can be levelled and marginal revenues increased. This is an example of:

Question 18

The seat in a theatre, train, plane, or ferry is rented on a temporary basis in exchange for a fee. The terms associated with the rental of the seat determine the time and use or experience to which the seat can be put. However, the seat remains the property of the theatre owner, rail operator, airline, and ferry company. This is referred to as:

Question 19

The intangibility of a service means that it is important to provide tangible cues for potential customers to deduce the product quality. This is called:

Question 20

When there is little or no personal contact between customer and service provider, this is classified as: