The Unique Characteristics of Services Question Content Area INTRODUCTION: When you go to a doctor's appointment or get your hair cut, you receive a service. What are the unique qualities of services? How are they different from products? What are the challenges in marketing services? Question Content Area INSTRUCTIONS: You will agree with some of these statements and disagree with others. You may find it hard to make a decision, but you should go ahead and make a choice. Record your answers next to the statement according to the following scale: Strongly Disagree (1), Disagree (2), Agree (3), or Strongly Agree (4). Strongly Disagree Disagree Agree Strongly Agree Question 1. A service is something that is not physical. 2. It is possible to touch and feel the education that students derive from attending classes. 3. Health care is a service. 4. Services such as airline flights are produced and used up at the same time. 5. A restaurant meal or a hotel stay combines goods and services. 6. The manufacturer of a product might never see the customer, but a service provider, such as a surgeon, works directly with a customer. 7. Unused tickets to a baseball game played today or unused seats on a specific airline flight can be saved for future use. 8. At McDonald's, the level of service is the same at all locations. 9. Chipotle and Subway allow each customer to participate in developing a customized taco or sandwich. 10. Customer contact requires very little employee training and motivation. 11. Because customers can't evaluate a service such as a haircut prior to purchase, hairstylists market promises to customers. 12. The price of services such as pest-control or dry cleaning is based on performing specific tasks. 13. Service providers such as plumbers usually charge by the hour. 14. Internet and cable television services cannot be delivered without face-to-face contact between the service provider and the customer. 15. Advertisements for fitness centers show the equipment available to make the service seem more like a product. 16. Yelp uses social media to ask satisfied customers to rate their restaurant experience and create positive word-of-mouth communication with others.

Question

The Unique Characteristics of Services

Question Content Area

INTRODUCTION: When you go to a doctor's appointment or get your hair cut, you receive a service. What are the unique qualities of services? How are they different from products? What are the challenges in marketing services?

Question Content Area

INSTRUCTIONS: You will agree with some of these statements and disagree with others. You may find it hard to make a decision, but you should go ahead and make a choice. Record your answers next to the statement according to the following scale: Strongly Disagree (1), Disagree (2), Agree (3), or Strongly Agree (4).

Strongly Disagree	Disagree	Agree	Strongly Agree	Question
				1. A service is something that is not physical.
				2. It is possible to touch and feel the education that students derive from attending classes.
				3. Health care is a service.
				4. Services such as airline flights are produced and used up at the same time.
				5. A restaurant meal or a hotel stay combines goods and services.
				6. The manufacturer of a product might never see the customer, but a service provider, such as a surgeon, works directly with a customer.
				7. Unused tickets to a baseball game played today or unused seats on a specific airline flight can be saved for future use.
				8. At McDonald's, the level of service is the same at all locations.
				9. Chipotle and Subway allow each customer to participate in developing a customized taco or sandwich.
				10. Customer contact requires very little employee training and motivation.
				11. Because customers can't evaluate a service such as a haircut prior to purchase, hairstylists market promises to customers.
				12. The price of services such as pest-control or dry cleaning is based on performing specific tasks.
				13. Service providers such as plumbers usually charge by the hour.
				14. Internet and cable television services cannot be delivered without face-to-face contact between the service provider and the customer.
				15. Advertisements for fitness centers show the equipment available to make the service seem more like a product.
				16. Yelp uses social media to ask satisfied customers to rate their restaurant experience and create positive word-of-mouth communication with others.