Archives: Quiz

Knowing the number of imports to a specific country provides a firm with a complete measure of market potential. In high-context cultures, people tend to form long-lasting relationships that endure over time. TRUE In contrast, LC cultures tend to have […]

New exporters always come to the process with a carefully developed marketing strategy. Outsourcing is the relocation of some or all of a business’s activities or processes to a foreign location. FALSE Offshoring is the relocation of some or all […]

Research on global change has led to well-developed theories of the process of global change. Being from another country qualifies expatriates for international status. FALSE Merely being from another country does not automatically qualify an employee for international status. The […]

The UN Environment Programme laid the groundwork for the Climate Change Convention, which led to the Kyoto Protocol. Export pricing and sales agreements for foreign representatives are part of the marketing mix. TRUE As stated directly in the text. In […]

An airport with large, easily read signage and well-designed foot traffic patterns that allow travelers to perform their roles with ease is providing travelers with _____ orientation. A. Place B. Cultural C. Promotable D. Physical evidence E. Function To be […]

Traditional thinking has defined _____________ as “bundles of goods and services that companies offer to customers,” but customers think of them as sets of customer-facing processes. A. Mobile applications B. Start-ups C. Style changes D. Solutions E. Innovations Which of […]

Which of the following factors is NOT a factor leading to provider gap 1? A. Inadequate marketing research orientation B. Over-promising C. Lack of upward communication D. Insufficient relationship focus E. Inadequate service recovery The maintenance contract offered by Sears […]

_____ concerns the results that customers receive from their complaints. A. Functional fairness B. Procedural fairness C. Interactional fairness D. Service equity E. Outcome fairness Kate recently learned to play golf. Last week, she decided to try a new golf […]

The Hilton Hawaiian Village offers its guests mattresses that adjust to body contours and weight. The bed designed with air baffles and wooden slats is good for people with bad backs and those with varicose veins. These mattresses use _____ […]

Research indicates that if an individual has to wait longer than eight seconds for an Internet site to download, then he or she will likely abandon plans to visit the site and move on to another site. In terms of […]

Landis was pleasantly surprised to find a “No Smoking” sign at his favorite pub. He had to limit his visits because he is allergic to cigarette smoke. Now he can visit as often and for as long as he likes. […]

A commercial for Carnival Cruises shows a group of friends scuba diving, rock climbing, dancing and having a really great time. Which strategy for tangibilization is Carnival using in this commercial? A. Illumination B. Physical representation C. Allusion D. Documentation […]

Sunoco is readying a chain-wide set of marketing initiatives designed to improve its image with women drivers and win more return business to its service station outlets throughout Ontario. It refurbished all of its restrooms and tried to hire friendly […]

_____ cost refers to the effort invested in identifying and selecting a service from your consideration set. A. Convenience B. Monetary C. Psychological D. Time E. Search Clarifying expectations after the sale is a strategy for: A. Conducting market research […]

Which of the following is NOT a soft customer-defined standard? A. Uniforms are to be immaculate B. Avoid other tasks while on the telephone with customers C. Deliver orders on the date promised D. Thank the customer at the end […]

To reach business travelers (its largest market) Canadian Airline has installed continuous “power to the seat” and Internet service for those who need to work on their laptops for the entire plane trip. By adding these amenities, Canadian Airline has […]

In a __________ encounter, both verbal and non-verbal behaviors are determinants of quality, as are tangible cues such as employee appearance and informational brochures. A. Face-to-face B. Public C. Personal D. Symbiotic E. Customer-controlled Service providers like insurance companies that […]

_______________ is the percentage of a customer’s spending within a category that is captured by a given service. A. Share of spending B. Share of market C. Share of customer D. Share of wallet E. Share of budget Which of […]

Which of the following is NOT a risk associated with the use of yield management? A. Incompatible incentive and reward systems B. Overbooking C. Customer alienation D. Loss of competitive focus E. All of the above are risks associated with […]

Waiting time feels longer when customers: A. Are relaxed while waiting B. Are reading or drinking a beverage while waiting C. Are alone while waiting D. Know how long they will have to wait E. Understand why they are waiting […]

Mass transit train and bus service has peak periods of demand Monday through Friday during morning and evening rush hours. Demand for mass transit service: A. Fluctuates randomly B. Follows no discernible pattern C. Follows a predictable demand cycle D. […]

In order to manage fluctuating demand in a service business, an organization must understand all of the following EXCEPT: A. How to chart demand patterns B. Random demand fluctuations C. Demand patterns by market segment D. Predictable demand cycles E. […]

The Net Promoter Score is embraced by virtually all executives, researchers and loyalty experts as the “single most reliable indicator of a company’s ability to grow.” SERVQUAL is a type of requirements research. FALSE The reliability dimension of service quality […]

The four strategies of tangibilization are documentation, illustration, intimation and physical representation. “Improving skills among contact employees” is an effective customer-defined service standard. FALSE The central focus of the gaps model of service quality is to close the gap between […]

The Net Promoter Score is based on the idea that word-of-mouth communication, rather than any of the other metric, is the best predictor of growth and financial performance. A dry cleaning establishment is more likely to experience a wide demand […]

Whether a customer assumes the role of competitor is unaffected by trust, control or time. The use of transactional marketing will tend to narrow provider gap 1. FALSE Even though some service providers would like to reduce customer participation in […]

Provider gap 2 exists in service companies because of a failure of horizontal communication. How a customer defines desired levels of service is more likely to change than how adequate levels of service are defined. FALSE Research by TARP Worldwide, […]

Search costs are the costs invested to identify and choose from services you desire. A primary issue that marketers face in relation to service perishability is ensuring service quality over time. FALSE The first rule of service quality is to […]

A trucking company that has a toll free number to call if the driver of the truck does not follow the rules of the road is using a service recovery tool. Service quality can help companies attract more and better […]

We are born with our self-concept. A. true B. false Informal rules for interaction in a group are called group A. goals. B. structure. C. norms. D. climate. C According to the Sapir-Whorf hypothesis, A. meaning and culture are unrelated. […]

In general, people learn more if they are permitted to remain passive during a presentation. A. true B. false B A way to create information hunger is to give the audience so much information that they will inevitably be interested […]

The digital divide refers to the lack of access to online information by the elderly, poor, and others around the world. A. true B. false According to the text, Americans give more direct feedback to each other than Japanese people. […]

Which of the following statements about role reversal is true? A. You can understand the other person’s arguments in order to counter them more effectively. B. You can avoid judging the other person by seeing things from his or her […]

According to uncertainty reduction theory, when we initially meet someone we are uncertain about the relationship. A. true B. false The interpretation of a message or the behavior of a leader often varies according to the gender of the leader. […]

According to Eric Berne, we A. constantly invent new scripts to meet new situations. B. demonstrate great flexibility in communication. C. sometimes enact similar scripts with different sets of players. E. take many vacations. An effective way to make sure […]

Research shows that the greater the involvement of group members in the decision- making process, the A. less effective the decision will be. B. more effective the decision will be. C. both of these D. none of these Averaging is […]

Which of the following statements about groups is correct? A. A group is a collection of people. B. A group is a random assemblage of independent individuals. C. A group is composed of individuals who cooperate with one another to […]

MYGLO is an acronym that describes speeches that are lively and exciting. A. true B. false The belief that persons who speak different languages will perceive the world differently is known as linguistic relativity. A. true B. false A Studies […]

We spend more time sleeping than interacting with the media. A. true B. false A job interview is A. purposeful. B. planned. C. decision making. D. all of these D Mindfulness allows us to focus on another person and what […]

The United States is now the _____ demographically diverse country in the world. A. most B. least C. newest D. none of these Which of the following statements is true of the opening phase of an interview? A. It should […]

Suppressing feelings A. can lead to increased incidence of heart attack and heart disease. B. can create superficial or inappropriate communication. C. neither of these D. both of these Organizing a speech by describing an object as it exists in […]

Which of the following statements about smiling is true? A. Males and females tend to smile when seeking someone else’s approval. B. Women smile more frequently than men do. C. Women tend to smile even when given negative messages. D. […]

Benjamin Whorf believed that our words determine the way we interpret the world. A. true B. false An interpersonal relationship is A. an online relationship. B. a sexual relationship. C. a meaningful relationship. D. a phatic relationship. C Emotions may […]

The proverb, “Even the emperor cannot buy back one single day” implies that A. the emperor has no clothes if he cannot communicate effectively. B. the emperor is an ineffective communicator. C. communication is unrepeatable and irreversible. D. communication is […]

Communication privacy management theory describes A. the costs and benefits of our relationships. B. the idea that progress over time in intensity and intimacy. C. the establishment of the boundaries that we decide others may or may not cross. D. […]

A friend buys a new suit and asks you if it is flattering. You tell him that you like its color. This is an example of A. social penetration. B. a phatic communication. C. equivocation. D. a hurtful message. Which […]

Kenneth Benne and Paul Sheats reasoned that if a group wants to achieve tasks and build relationships, it must eliminate self-serving roles. A. true B. false The more central a belief, the more willing we are to change it. A. […]

Chronemics refers to the study of the use of A. time. B. color. C. touch. D. distance. E. none of these To convince listeners to change their attitudes and beliefs, it is suggested that you first A. show them that […]

During its inception, Devon Company purchased land for $100,000 and a building for $180,000. After exactly 3 years, it transferred these assets and cash of $50,000 to a newly created subsidiary, Regan Company, in exchange for 15,000 shares of Regan’s […]

Hunter Corporation holds 80 percent of the voting shares of Moss Company. On January 1, 20X8, Moss purchased $100,000 par value 12 percent Hunter bonds from Cruse Corporation for $115,000. Hunter originally issued the bonds to Cruse on January 1, […]