Question: Recent WTO estimates show that all countries combined exported ________ valued at $19.4 trillion and ________ valued at $5.2 trillion.

Answer: merchandise; commercial services

Question: The United State Postal service would be best classified as which of the following types of services?

Answer: government-sponsored

Question: Because services are intangible and there may be few other available cues for the customer to judge, they frequently use ________ as an important indicator of a service’s quality.

Answer: price

Question: A gap analysis is done by ______.

Answer: asking consumers about both their expectations of and experiences with a service

Question: Match each of the four I’s of services with the correct definition of it.

Intangibility <->

Inconsistency <->

Inseparability <->

Inventory <->

Answer:

Question: Sahil is having trouble deciding on which college to attend. While there are buildings, classrooms, and libraries to evaluate, the most important part of the service, the actual teaching and learning, is ________, making his decision more complex.

Answer: intangible

Question: Because services are intangible, they ______.

Answer: are much more difficult for consumers to evaluate before the purchase

Question: Which two of the following would be considered services?

a video gaming system

financial advice

a gallon of gasoline

an airline trip

a pair of garden shears

Answer: financial advice

an airline trip

Question: A Singapore Airlines ad may show the airline’s new seats and emphasize their size in order to address which issue that is unique to services?

Answer: Intangible

Question: Which statement about services in the U.S. economy is true?

Answer: The value of services as a portion of U.S. GDP is growing.