Accounting
Anthropology
Archaeology
Art History
Banking
Biology & Life Science
Business
Business Communication
Business Development
Business Ethics
Business Law
Chemistry
Communication
Computer Science
Counseling
Criminal Law
Curriculum & Instruction
Design
Earth Science
Economic
Education
Engineering
Finance
History & Theory
Humanities
Human Resource
International Business
Investments & Securities
Journalism
Law
Management
Marketing
Medicine
Medicine & Health Science
Nursing
Philosophy
Physic
Psychology
Real Estate
Science
Social Science
Sociology
Special Education
Speech
Visual Arts
Marketing
Q:
Modifications to certain characteristics of what is being marketed are integral to the ________ approach.
A) pure selling
B) product improvement
C) market improvement
D) product fulfillment
E) market fulfillment
Q:
One of the potential drawbacks of a regional management center is that:
A) pan-regional coordination efforts can suffer.
B) the cost can be prohibitive.
C) the company may lose its "insider" advantage.
D) regional management may take a one-sided approach when implementing corporate objectives.
E) there is a lack of coordinated decision making.
Q:
An agent for an actor presents a client's qualifications to potential movie production companies until one company responds positively to the actor. This is an example of the ________ approach.
A) product improvement
B) market fulfillment
C) total quality management (TQM)
D) pure selling
E) relationship marketing
Q:
The advantages that a regional management center can offer a company include all of the following except:
A) pan-regional decision making.
B) coordinated regional planning.
C) considerable cost saving.
D) coordinated control.
E) coordinated decision making.
Q:
Political consultants market politicians when they "package" candidates who then compete for "market share" as measured by ________.
A) purchases
B) market fulfillment
C) credence qualities
D) votes
E) social networking
Q:
A company with headquarters in Europe and operational units in Canada, the United States, and Mexico would be well advised to consider establishing a(n):
A) matrix structure.
B) international division structure.
C) geographic structure.
D) worldwide product division structure.
E) regional management center.
Q:
People, places, and ideas are all ________ that often need to be "sold" by someone and "bought" by someone else.
A) tangibles
B) goods
C) intangibles
D) values
E) benefits
Q:
A company with headquarters in the United States and operational units in the Netherlands, France, Italy, and Spain would be well advised to consider establishing a(n):
A) matrix structure.
B) international division structure.
C) geographic structure.
D) worldwide product division structure.
E) regional management center.
Q:
Which of the following is used to measure the difference between a customer's expectations of service quality and what actually occurred?
A) break-even analysis
B) SERVQUAL
C) the critical incident technique
D) gap analysis
E) SWOT analysis
Q:
Hershey rolled out a new line of condensed-milk candies, Yo-man, specifically targeting premium candy segment in:
A) India.
B) Mexico.
C) Japan.
D) South Korea.
E) China.
Q:
The president of a fast growing company that manages retirement communities states that the degree of caring and individual attention the residents receive is the most important component of service quality for his company. The president would be most likely to focus on the results in which of the following dimensions of the SERVQUAL scale?
A) creativity
B) reliability
C) responsiveness
D) assurance
E) empathy
Q:
Which of the following does not contribute to the establishment of an international division?
A) Top management commitment that justifies an organizational unit headed by a senior manager.
B) Complexity of international operations requires unit with authority to make its own decisions.
C) Management recognizes the need for internal specialists.
D) Management lacks desire to scan the globe for opportunities and threats.
E) Pressure to assemble a staff that will take the responsibility to coordinate.
Q:
Tony, a vice president of the St. Louis One Gateway Credit Union, decided to measure customers' perceptions of the service quality of the credit union. He chose to use the SERVQUAL scale because it included the ________ component, which involves the knowledge and courtesy of employees, as well as their ability to convey trust and confidence.
A) empathy
B) responsiveness
C) assurance
D) reliability
E) creativity
Q:
As a company's initial international business involvement becomes too much for a single manager or export department to handle, the next step is typically to establish a(n):
A) matrix structure.
B) international division structure.
C) geographic structure.
D) worldwide product division structure.
E) regional management center.
Q:
Karen likes using the SERVQUAL scale to measure her clients' perception of the quality of her hair styling salon because it includes assessing ________, which involves the physical facilities and equipment and professional appearance of the stylists. These aspects are very important for the comfort of her clients.
A) tangibles
B) reliability
C) responsiveness
D) assurance
E) empathy
Q:
Sony's Blu-ray DVD format has gained widespread acceptance. Sony, Sharp, Panasonic, and other Japanese manufacturers are all experiencing ________ sales of traditional electronics products.
A) increasing
B) declining
C) improving
D) horizontal
E) vertical
Q:
When using the SERVQUAL scale, a store focused on employee willingness to help customers and provide prompt service would likely pay the most attention to the results in the ________ dimension.
A) creativity
B) empathy
C) assurance
D) responsiveness
E) reliability
Q:
Management writers often use terms like ________ to describe an organization in which autonomous business units operate with their own agendas and a minimum of horizontal interdependence.
A) sprinklers
B) fountains
C) chimneys
D) skyscrapers
E) towers
Q:
Which of the following is NOT true about the SERVQUAL scale?
A) SERVQUAL is not used in connection with gap analysis.
B) The SERVQUAL scale is usually administered in a survey format.
C) Firms often track SERVQUAL scores over time to measure how their service quality has improved.
D) SERVQUAL measures five dimensions of service quality.
E) The SERVQUAL scale remains a popular tool for measuring customer perception of service quality.
Q:
Which global marketing expert recommends an organization design based on a "global superstructure" that views the world in terms of 30 regions?
A) Paul Krugman
B) Kenichi Ohmae
C) Tom Peters
D) Michael Porter
E) Kazuo Inamori
Q:
Tangibles, reliability, responsiveness, assurance, and empathy are the five dimensions of service quality used in which of the following?
A) total quality management (TQM)
B) SERVQUAL
C) gap analysis
D) the critical incident technique
E) the market fulfillment approach
Q:
What are some examples of global marketing where corporations have undertaken Corporate Social Responsibility (CSR)?
Q:
In today's dynamic global competitive environment, organizations need to develop new forms of:
A) ethnocentrism and myopia.
B) flexibility, efficiency, and responsiveness.
C) export department structure.
D) self-reference criterion.
E) geographic structure.
Q:
Which of the following is an instrument to measure consumers' perceptions of service quality?
A) total quality management (TQM)
B) capacity management
C) credence management
D) SERVQUAL
E) servicescape
Q:
What should be a leader's role in practicing corporate social responsibility (CSR)? Give examples of some firms known for initiating successful socially responsible corporate programs.
Q:
In the fast changing, competitive environment, new global realities are emerging, which includes all of the following needs except:
A) to be cost effective.
B) to be customer driven.
C) to deliver best quality.
D) to deliver quickly.
E) to deliver success.
Q:
The environment in which service is delivered is referred to as the ________.
A) service encounter
B) servicescape
C) commercescape
D) operational factor
E) locational factor
Q:
Subaru's assembly plant in Indiana is the first "zero landfill" auto plant in the United States.
Q:
Which of the following is the best organization structure for global marketing?
A) international division structure
B) matrix
C) geographic structure
D) worldwide product division structure
E) There is no single "best" structure.
Q:
Facility exteriors and interiors are part of ________.
A) the servicescape
B) disintermediation
C) the core service
D) the intangibles in a service exchange
E) place marketing
Q:
According to David Whitwam, former CEO of Whirlpool, one must create an organization whose people are:
A) adept at exchanging ideas.
B) absolutely free of the "not-invented here" syndrome.
C) constantly working together to identify best global opportunities.
D) working together to solve the biggest global problems.
E) able to adapt to systems across borders.
Q:
One of the Corporate Social Responsibility (CSR) initiatives by IKEA's primary carpet supplier in India is to provide good working conditions for children working in the India's carpet industry.
Q:
Insurance, a television program, and a college education are all examples of ________.
A) tangible services
B) intangible services
C) tangible possessions
D) tangible goods
E) intangible goods
Q:
Despite the fact that Starbucks is widely admired for forward-thinking management policies, Global Exchange allowed the company to further demonstrate its commitment to social responsibility by selling Fair Trade coffee.
Q:
Joseph Tripodi is Chief Marketing and Commercial Officer of:
A) Gap (United States).
B) Levi's (United States).
C) L'Oreal (France).
D) Coca-Cola (United States).
E) SAP AG (Germany).
Q:
Home security services and accounting services are classified as ________.
A) tangible services performed on the customer
B) intangible services performed indirectly on the customer
C) tangible goods delivered to the customer
D) tangible services performed on the customer's possessions
E) intangible services performed on the customer's possessions
Q:
Nike came under fire from critics who alleged poor working conditions in the factories that make the company's athletic shoes.
Q:
Organizations in order to be globally successful must be viewed as portfolio of:
A) activities.
B) businesses.
C) competencies.
D) products.
E) policies.
Q:
Which of the following is NOT a way that marketers classify services?
A) services performed directly on the customer
B) services performed directly on the customer's possession
C) services performed indirectly on the customer
D) services consisting of tangible actions
E) services consisting of intangible actions
Q:
According to Prahalad and Hamel, a core competence has all of the following characteristics except:
A) potential access to a wide variety of markets.
B) a significant contribution to perceived customer benefits.
C) it is easy for competitors to imitate.
D) benefits to customers.
E) it is difficult for competitors to imitate.
Q:
Which of the following statements about the service encounter is true?
A) The quality of service delivered by a company is only as good as its best employee.
B) The customer plays a minimal role in the quality of the service encounter.
C) An employee's actions, words, and physical appearance do not represent the organization.
D) The quality of information provided by the customer does not affect the quality of the service encounter.
E) The service encounter has a social dimension and a physical dimension.
Q:
In developing countries, globalization's opponents accuse companies of placing intellectual property rights ahead of human rights.
Q:
When Brazilian Carlos Ghosn was installed as chief executive, he introduced two new words into Nissan's lexicon:
A) beliefs and values.
B) values and activities.
C) speed and commitment.
D) policies and speed.
E) activities and commitment.
Q:
The ________ is the interaction between the customer and the service provider.
A) supply-demand exchange
B) transaction point
C) service encounter
D) service program
E) service promotion
Q:
One of the forces restraining the growth of global business and global marketing is the functioning of globalization.
Q:
Howard Stringer, a native of the United Kingdom, is Chairman of:
A) Nissan Motor (Japan).
B) Pearson PLC (Great Britain).
C) Ford Motor Company (USA).
D) Sony (Japan).
E) Atlas Copco AB (Sweden).
Q:
Service ________ means that a service can only take place at the time the service provider performs it on either the customer or the customer's possessions.
A) inseparability
B) personalization
C) variability
D) intangibility
E) creativity
Q:
Being socially responsible is the only the right thing to do; it can distinguish a company from its industry peers.
Q:
Brazilian Carlos Ghosn is chief executive of:
A) Nissan Motor (Japan).
B) Pearson PLC (Great Britain).
C) Ford Motor Company (USA).
D) Pharmacia Corporation (USA).
E) Atlas Copco AB (Sweden).
Q:
Which of the following is true due primarily to the inseparability of services?
A) Customers have to rely on reassuring physical cues that indicate quality service.
B) Service businesses cannot promise the same experience with every service encounter.
C) A service is produced and consumed at the same time.
D) It is impossible for service businesses to exactly match supply with demand.
E) It is difficult for service businesses to live up to guarantees.
Q:
Which of the following has an American woman as the chief executive?
A) Nissan Motor (Japan)
B) PepsiCo (USA)
C) Ford Motor Company (USA)
D) Pharmacia Corporation (USA)
E) Atlas Copco AB (Sweden)
Q:
The opportunities for ________ provided by the Internet have helped many companies in the financial services area address the problem of the inseparability of services.
A) capacity management
B) disintermediation
C) servicescape management
D) transactional marketing
E) critical incident management
Q:
Corporate social responsibility (CSR) refers to a company's obligation to pursue goals and policies that are in a company's best interest.
Q:
Inge G. Thulin is chief executive of:
A) Nissan Motor (Japan).
B) 3M (USA).
C) Ford Motor Company (USA).
D) Pharmacia Corporation (USA).
E) Atlas Copco AB (Sweden).
Q:
A Colorado ski resort opens its mountain ski trails during the summer months for the recreational enjoyment of mountain bike riders. The resort is doing which of the following?
A) using disintermediation
B) using total quality management (TQM)
C) using capacity management
D) maintaining the core service
E) using gap analysis
Q:
The Subaru nameplate is synonymous with the company's Symmetrical All-Wheel Drive and Partial Zero Emissions Vehicle (PZEV) engineering.
Q:
Indra K. Nooyi is chief executive of:
A) Nissan Motor (Japan).
B) PepsiCo (USA).
C) Ford Motor Company (USA).
D) Pharmacia Corporation (USA).
E) Atlas Copco AB (Sweden).
Q:
A customer got a great haircut at a salon and went back six weeks later to the same person to get a second haircut. This time, the customer received one of the worst haircuts of his life. The difference between the two haircuts is due to the ________ characteristic of services.
A) perishability
B) responsiveness
C) personalization
D) variability
E) inseparability
Q:
A stakeholder is any group or individual that is affected by, or takes an interest in, the policies and practices adopted by an organization.
Q:
The ability to speak foreign languages is one difference between managers born and raised in the United States and those born and raised elsewhere. Which is true and reflects the earlier statement?
A) There are 200 million Chinese children studying English.
B) There are 24 million American children studying Chinese.
C) There are 200 million Indian children studying Chinese.
D) Chinese managers study English as much as Chinese.
E) There are equal numbers of American and Chinese children studying English.
Q:
Service ________ refers to the inevitable differences in a service provider's performance from one service encounter to the next.
A) inseparability
B) variability
C) personalization
D) responsiveness
E) intangibility
Q:
A joke among the Japanese says that the only way to escape from the salesperson is to leave the country. Explain this statement highlighting the differences between lean producers and U.S. mass producers.
Q:
Yong Nam, CEO of LG, recently stipulated that English would be required throughout the company. His reasons for this action included all of the following statements except:
A) the need to have seamless communication.
B) not to depend on a small group of people.
C) impede information sharing.
D) facilitate decision making.
E) utilizing everybody's wisdom.
Q:
What are the assumptions about mass production compared to the Toyota Production system?
Q:
Service ________ means that a firm cannot store its services.
A) intangibility
B) perishability
C) inseparability
D) variability
E) personalization
Q:
In addition to "selling" their visions, top management at both Whirlpool and GE face the formidable task of building:
A) their company stature.
B) physical layout and design.
C) a cadre of globally oriented managers.
D) a cadre of loyal customers.
E) access to distribution channels.
Q:
The U.S. mass producers focus on long-term income and return on investment, whereas Japanese see the process in terms of the short-term perspective.
Q:
Capacity management is one of the ways to meet potential problems related to the ________ characteristic of services.
A) intangibility
B) perishability
C) variability
D) inseparability
E) responsiveness
Q:
An important leadership task involves articulating all of the below mentioned points except:
A) beliefs.
B) values.
C) status.
D) policies.
E) activities.
Q:
The differences between lean producers and U.S. mass producers in the way they deal with their respective dealers, distributors, and customers are as dramatic as the differences in the way they deal with their suppliers.
Q:
According to Carly Florina, former CEO of Hewlett-Packard, leadership is about:
A) hierarchy.
B) title.
C) status.
D) connecting.
E) bragging.
Q:
Service ________ means that customers cannot see, touch, or smell good service.
A) perishability
B) variability
C) intangibility
D) responsiveness
E) inseparability
Q:
Subaru's assembly plant in Indiana is the first "zero landfill" auto plant in the United States.
Q:
The universal concerns for global companies established by the United Nations Global Compact consist of the following three dimensions:
A) factor conditions, demand conditions, industry conditions.
B) human rights, animal rights, and the environment.
C) content domain, human conditions and animal rights.
D) human rights, labor, and the environment.
E) content domains, animal rights, and labor.
Q:
Four characteristics are used to differentiate services from goods. Which of the following is NOT one of those characteristics?
A) intangibility
B) perishability
C) variability
D) personalization
E) inseparability
Q:
One of the Corporate Social Responsibility (CSR) initiatives by IKEA's primary carpet supplier in India is to sponsor bridge schools intended to reduce child labor in India's carpet industry.
Q:
Nike came under fire from critics who alleged poor working conditions in the factories that make the company's athletic shoes. This is an example of the demand for:
A) labor unions.
B) equal opportunity employment.
C) higher wages.
D) standards for working conditions.
E) corporate social responsibility.
Q:
Which of the following is NOT an example of a business service?
A) security
B) insurance
C) legal advice
D) raw material supply
E) cleaning
Q:
Despite the fact that Starbucks is widely admired for forward-thinking management policies, Global Exchange pressed the company to further demonstrate its commitment to social responsibility by selling Fair Trade coffee.
Q:
In a socially responsible firm, employees perform all of the followingexcept:
A) conduct business in an ethical manner.
B) pursue goals and policies that are in society's best interest.
C) use moral principles as guidelines.
D) distinguish between right and wrong.
E) develop their own core ideologies.