1. The situation where firms who are not official sponsors of an event such as the Olympics market their goods and services through reference to the event or through using participants of the event is called:
A. Events marketing.
B. Ambush marketing.
C. Cause-related marketing.
D. Merchantability.
E. Sponsorship marketing

2. The inability to touch, see, or smell a service prior to purchase is:
A. Inseparability.
B. Perishability.
C. Intangibility.
D. Variability.

3. ___?___ refers to designing a service to meet the needs and wants of individual customers.
A. Customization.
B. Functional service quality.
C. Separability.
D. Service package.
E. Standardization.

4. The distance from which a customer can make a transaction with a service firm is:
A. Industrialization.
B. Merchantability.
C. Tradability.
D. Variability.
E. Tangibility.

5. The overall or global opinion customers have of a firm or an organization is called:
A. Customization.
B. Service package.
C. Standardization.
D. Customization.
E. Firm image.

6. Inability of a service to be inventoried or stored is:
A. Inseparability.
B. Intangibility.
C. Perishability.
D. Variability.
E. Merchantability.

7. The group of services and goods offered by a service firm is called the:
A. Firm¹s image.
B. Gross domestic product.
C. Technical outcome.
D. Service package.
E. Product.

8. The process of receiving the service or ³how² the service was provided is referred to as:
A. Firm image.
B. Functional outcome.
C. Technical outcome.
D. Service package.
E. Distribution.

9. ___?___ is the process by a service firm of following a standard set of procedures and processes for all customers.
A. Customization.
B. Industrialization.
C. Functional outcome.
D. Standardization.
E. Ambush marketing.

10. The sum of all goods and services produced within the boundaries of a country is called:
A. Gross national product.
B. Net national product.
C. Gross domestic product.
D. Net domestic product.
E. Gross American product.

11. The end result of a service or the ³what² of a service is the:
A. Technical outcome.
B. Functional outcome.
C. Service package.
D. Product.
E. Firm image.

12. ___?___ is the use of machines and standardized procedures to increase the productivity and efficiency of a business.
A. Customization.
B. Standardization.
C. Industrialization.
D. Tradability.
E. Merchantability.

13. The trade-off between goods and services offered by a service firm is called:
A. Intangibility.
B. Perishability.
C. Merchantability.
D. Service package.
E. Tradability.

14. The simultaneous production and consumption of a service is:
A. Inseparability.
B. Intangibility.
C. Perishability.
D. Variability.
E. Standardization.

15. The unwanted or random levels of service quality customers receive when they patronize a service firm is:
A. Inseparability.
B. Intangibility.
C. Perishability.
D. Variability.
E. Standardization.

16. All of the following a reasons for the growth in the service sector except:
A. Movement to the information age.
B. Shift to an industrialized economy.
C. Advances in psychology.
D. Longer life expectancies.
E. Increased leisure time.

17. The degree of merchantability is part of the service classification level of:
A. Nature of organization.
B. Nature of service.
C. Customer relationship.
D. Nature of demand.
E. Service package.

18. The degree of customization of a service would be part of the classification level of:
A. Nature of service.
B. Customer relationship.
C. Nature of demand.
D. Service package.
E. Delivery method.

19. The service marketing mix includes all of the following except:
A. Service outcome.
B. Price.
C. Distribution.
D. Corporate or firm image.
E. Service quality.

20. A service such as a movie theater where customers have to go to the theater to watch the movie would be ___?___ in merchantability.
A. Low.
B. Medium.
C. High.
D. Cannot tell.
E. Extremely high.