1. 'Girls Just Wanna Have Funds' is a Washington, D.C. support group that consist of mostly young women that offers tips on budgeting and debt relief. Since you cannot evaluate the quality of the financial advice until after you have received it, this is an example of the _____ characteristic of service.

2. Alec had his gall bladder removed, but he was unconscious during the operation. In fact, even though he has an incision, he really has no way of knowing if the service was actually performed even after it was allegedly performed. That is because medical services such as this exhibit _____ qualities.

3. Susan G. Komen for the Cure is the largest breast cancer organization in the U.S. Komen’s annual Race for the Cure series of 5K runs and fitness walks are organized to raise funds for the organization as well as to raise public awareness of the disease. Komen’s Race for the Cure is an example of a _____ strategy.

4. Nonprofit organizations face a unique challenge because the target market of the nonprofit organization is often:

5. A(n) _____ is a characteristic that can be easily assessed prior to purchase, such as the softness of a mattress or the color of curtains.

6. Hyatt Regency's Platinum Card Program allows members to bypass any line at the check-in desk and get immediate check-in service. In this example, _____ are developed by offering value-added services that are not readily available from other hotel chains.

7. _____ is the strategy that uses technology to deliver customized services on a mass basis.

8. The level of relationship marketing that is least likely to be effective in the long term because its advantage is easily imitated by other firms is based on:

9. Treating employees as customers and developing systems and benefits that satisfy their needs is known as _____ marketing.

10. James recently went to a new health clinic because he had a sore throat that wouldn’t go away. He was not familiar with this clinic and was a bit surprised when the doctor came in and was wearing blue jeans, a flannel shirt, and tennis shoes. The doctor and nurse took proper care of James, but it seemed strange to him that the doctor was dressed that way. Which component of service quality does this illustrate?

11. Jonathon had a problem when submitting an exam in his online marketing class and he received a score of zero, so he sent an email to the professor explaining his problem. He was really worried because the exam was due that evening, and he was very pleased when the professor replied within an hour telling him that he scored a 90 on the exam. The professor’s prompt reply to his inquiry is an example of which service quality component?

12. TruGreen offers lawn care, shrub care, carpet cleaning, and industrial lawn serices. These different services combine to make TruGreen’s:

13. Which of the following services is an example of mental stimulus processing?

14. One of the main responsibilities of sport marketers is to keep their loyal customers as heavy users and escalate lower-level users into loyal customers. An effective tool for accomplishing this goal would be _____ marketing.

15. Allstate Insurance says 'You’re in good hands with Allstate' and Prudential Life Insurance shows a rock in its commercials because it wants to convey stability. These companies are using what type of promotion strategy?

16. If a customer expects to wait three hours for an auto repair but is told that the repair is finished just one hour later, the customer's evaluation of service quality will be high. However, a two-day wait would result in a lower evaluation. The two-day wait would illustrate a gap between:

17. To evaluate the quality provided by boutique hotels, customers can only assess the quality only after staying. This is which quality characteristic.

18. Which level of relationship marketing uses pricing incentives but also seeks to build social bonds with customers?

19. Since boutique hotels are typically independently owned and/or part of small chains, people who seek out boutique hotels cannot be sure of what type of amenities or specific services they will be provided. In other words, the services provided by boutique hotels tend to be relatively high in:

20. When a guest asks an employee for directions to a local gallery or museum, the service received cannot be stored or warehoused. This service, therefore, is characterized as:

21. Most movie theaters offer discount ticket prices to students and senior citizens. This illustrates the _____ pricing objective.

22. Maribeth and Asher are trying to think of someplace to take their kids this weekend. Asher thinks it might be fun to take the kids to Coco Key, an indoor waterpark located in a nearby city. However, since no one in the family has ever been to Coco Key before, they will be unable to assess the _____ of the waterpark until they actually visit.

23. A focus on maximizing the number of customers using a service is a(n) _____ pricing objective for service firms.

24. Trina is a physical fitness trainer who tries to get to know her clients and their specific fitness goals. Trina understands that she is in the _____ processing business.

25. All of the following are key characteristics distinguishing the pricing decisions of nonprofit organizations from those of the profit sector EXCEPT: