1. Mountain Express is a company that provides grocery delivery service to several small communities in Idaho. The company gives a 2 percent discount on all food orders to customers after they have used the service 10 times. An additional percentage discount is offered for each additional 15 orders up to a maximum of 8 percent. The relationship marketing strategy used by Mountain Express is based on:

2. Which service quality component is the knowledge and courtesy of employees and their ability to convey trust?

3. The model of service quality that identifies five disparities that can cause problems in service delivery and influence customer evaluations of service quality is referred to as the _____ model.

4. A continuing problem for most Minor League Baseball (MiLB) teams is low attendance. Event and venue sponsors want to see fans in the stadiums, and the players appreciate fan support. Given this information, which pricing strategy would you recommend MiLB teams use?

5. 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.

6. All of the following are keys factor in the distribution strategy for services EXCEPT:

7. Because many services involve a process of continuous interaction between the service organization and the customer, _____ marketing is an important strategy.

8. Service personnel who exhibit caring, individualized attention to customers are addressing which service quality component?

9. Buying a car through eBay may result in a low price, but how do you know you will be getting a good car? One nice feature provided by eBay is the 'feedback rating' that provides ratings and comments from people that have made purchases from that seller before. Which service quality component does the feedback rating address?

10. A focus on maximizing the surplus of income over costs is a(n) _____ pricing objective for service firms.

11. It is difficult to achieve consistency and standardization of services because of which service characteristic.

12. All of the following are types of service processing that can occur EXCEPT:

13. Most nonprofit organizations perform all of the following marketing activities EXCEPT:

14. 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?

15. Which component of a service is the ability to perform the service dependably, accurately, and consistently?

16. 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.

17. Companies have a strong incentive to keep their employees happy, as studies show that replacing an employee who leaves a job costs roughly _____ times a year’s pay.

18. The predominant form of nonprofit organization in the United States is:

19. Gifts in Kind International is a nonprofit organization that gathers new and used merchandise and distributes it to charities nationwide. Traditional promotional tools may be inadequate to motivate its target markets because of:

20. Starbucks management has been trying to refocus on the things that originally made the company so successful. For example, Starbucks across the U.S. recently shut down for a short period of time for re-training, and the company has worked to make sure you can smell the fresh ground coffee aroma when you enter the store. However, when questioned, consumers tend to focus on the need for pricing incentives such as a frequent purchasing program. According to the _____, there may be a difference between what customers want and what Starbucks management thinks customers want.

21. A group of services that support or enhance the core service is called.

22. Which of the following services would be most likely to exhibit strong credence qualities?

23. First Community Bank spent a considerable amount of money updating their lobby with plush sofas, a big screen television, and a refreshment counter with popcorn and soft drinks. However, very few customers spend time in the lobby. In fact, most customers want to be in and out of the bank, with their financial transaction completed as quickly as possible. The gap model of service quality would suggest that a gap exists between:

24. Many nonprofit organizations are pressured or required to serve the maximum number of people by targeting the average user, which pressures them to adopt which type of targeting strategy?

25. At the My M&M’s Web site, customers can design their own versions of the famous candy. Customers choose from 25 M&M'S colors; write a message, add clip-art, or even a face to each M&M, and select specific packaging. This is an example of: