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1 Heterogeneity of services means the quality of a service may not be tangible ANS F Service performances tend to be less standardized and uniform than goods Heterogeneity of services means the quality of a service may vary from one service provider to another or may vary for the same service provider at different times of the day or week 2 A n is a characteristic that can be easily assessed prior to purchase such as the softness of a mattress or the color of curtains a search quality b intangible attribute c experience quality d credence quality e heterogeneity feature 3 Western Union has 225 000 locations where clients can receive money in 196 countries Because a person can send money from a small town in Georgia to a small town in Mexico without worrying Western Union has a high degree of quality a observation b survey c experience d research e credence ANS C 4 Alabama Adventure an amusement park in Birmingham offers reduced rates on weekdays and higher prices for those who want to attend on weekends It also offers lower prices for patrons who enter the park after 4 p m This is a way to contend with the service characteristic of a variability b perishability c intangibility d inseparability e simultaneous production and consumption ANS B Differential pricing tries to even out demand This is important because services cannot be stored inventoried or warehoused 5 Many people would like to sell and buy on eBay the most popular of the current Internet auction sites but they have questions about the process and how to sell and price their merchandise A company called Keen com has set up a directory of specialists to whom you can address questions When you choose a name and click on the Call Now button the specialist is contacted and will personally call and answer your questions Users can see the ratings given to each specialist by previous users before they contact that specialist Which service component does Keen com use to help its customers evaluate its service



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