1. Service inseparability means that ________.

    a. evaluation of services is subjective and it changes from customer to customer

    b. the quality of services depends on who provides them as well as when, where, and how they are provided

    c. services cannot be stored for later sale or use

    d. services cannot be seen, tasted, felt, heard, or smelled before they are bought

    e. services cannot be separated from their providers, whether the providers are people or machines

2. A(n) ________ is a name, term, sign, symbol, design, or a combination of these, that identifies that maker or seller of a product or service.

    a. co-branding

    b. internal marketing

    c. brand

    d. external marketing

    e. service

3. ________ occurs when a company introduces additional items in a given product category under the same brand name, such as new flavors, forms, colors, ingredients, or package sizes.

    a. Service variability

    b. A product mix

    c. A line extension

    d. Interactive marketing

    e. Service intangibility

4. What are the two dimensions of product quality?

    a. conformance and style

    b. performance and resistance

    c. features and design

    d. design and innovation

    e. level and consistency