1. Canyons ski resort is so positive that guests will enjoy their visit that they offer a money-back guarantee for special lift tickets purchased at the resort Web site. Canyons’ 'You’ll-Love-It-Or-It’s-Free-Guarantee' provides consumers which of the following service quality aspects?

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

3. _____ refers to the efforts of nonprofit organizations to bring about mutually satisfying exchanges with their target markets.

4. A decision to use public service announcements about the various museum exhibits and attractions and to broadcast them in the Cincinnati area is an example of a _____ decision the Museum Center would need to make.

5. To be successful in the global marketplace, service firms must first:

6. The product decisions associated with the Museum Center exhibits:

7. All of the following are unique characteristics that distinguish services from goods EXCEPT:

8. 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.

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

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

11. In a nonprofit organization, _____ are often concerned with partially or fully defraying costs rather than achieving a profit.

12. Manhattan Milk is an example of

13. 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.

14. 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.

15. It is difficult for most of us to talk about mistakes we have made. Unfortunately, for organizations like Consumer Credit Counseling to help you work through your financial issues, you must be willing to honestly discuss your financial condition. In other words, for these organizations to help you must be actually involved in the process of developing your financial plan, which points to the _____ nature of services.

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

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. Which type of processing occurs most often at a hotel that wants to provide personalized service?

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

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

21. Auto repair, manicures, and landscaping are all services that are produced and consumed at the same time. All of these services exhibit the service characteristic of:

22. 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.

23. 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:

24. Which component of service quality represents the ability to provide prompt service?

25. At which level of relationship marketing does the firm only use pricing incentives to encourage customers to continue doing business with it?