1. Sir Paul McCarthy and Alicia Silverstone are two of the many celebrities that are serving as spokespeople for the animal rights group People for the Ethical Treatment of Animals (PETA). Both are committed to vegetarianism. In terms of promotion strategy, they will be considered a(n) _____ information source.

2. Building value-added services that are not readily available from other firms into the delivery system defines relationship marketing based on the creation of:

3. The service provided by employees at boutique hotels cannot be touched, seen, or felt in the same manner as the hair and bath products and can be described as:

4. A management consulting business stays in touch with its business customers with phone calls and greeting cards. It periodically sends out needs-assessment questionnaires and designs new services to meet the needs revealed in these surveys. This is an example of relationship marketing based on:

5. The most basic benefit the consumer is buying in a service is referred to as the:

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

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

8. Determining costs can be extremely difficult for a service provider that has adopted a(n) _____ pricing objective and may limit the usefulness of the objective.

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

10. Any one-at-a-time sale, such as a movie theater ticket, a meal at a restaurant, or public transportation fare, is called a(n) _____ transaction.

11. 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.

12. A service cannot be touched, seen, tasted, heard, or felt in the same manner in which goods can be sensed and, therefore, is referred to as:

13. 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?

14. The _____ of a service most clearly reveals the relationship between its target market strategy and its distribution strategy.

15. Which category of service processing takes place when the service is directed at a customer?

16. A reading service for the visually impaired requires each reader applicant to prepare and submit a one-hour interview tape of material chosen by the service to determine whether the reader has pleasing vocal characteristics and is accent-free so that it is not necessary to use the same reader every time. The reading service is trying to limit problems associated with the service characteristic of:

17. After years of expansion, Starbucks recently closed 600 of its poorer performing stores. Many of the stores closed were near other Starbucks locations. In those areas management felt that the company had too many outlets, which was boosting the company’s cost unnecessarily. Decisions concerning the number of outlets are a part of the _____ strategy of service organizations.

18. The Monroe Job Training for the Disabled program wants to notify the community about its upcoming rummage sale. As an experienced marketer and director of the program, you plan to visit several local radio and televisions stations to request:

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. TeamBuilds is a service organization that has corporate teams pay $7,500 for an all-day team-building session with a management consultant while they work together on renovating a Habitat for Humanity home. TeamBuilds' _____ service is improved work team relationships.

21. Some nonprofits have been successful in offering online forums for people to share experiences. In such cases, agencies are using _____ for promotion.

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

23. Which type of service processing uses technology or brainpower directed at customer’s assets?

24. The physical evidence of a service, including the physical facilities, tools, and equipment used to provide the service represents which component of service quality?

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