chapter 13 questions 1________ refer to a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible. ACo-brands BLine extensions CServices DPure products EHorizontal extensions 2Which of the following is most likely a true statement about services? AServices can be stored for later sale or use. BService quality is not dependent on the provider. CServices can be easily separated from their providers. DA service is intangible before it is purchased. EDemand fluctuation has little to no impact on service providers. 3Service variability means that ________. Athe evaluation of services is subjective and changes from customer to customer Bservice quality depends on when, where, and how they are provided Cservices cannot be stored for later sale or use Dservices cannot be seen, tasted, felt, heard, or smelled before they are bought Eservices can be separated from their providers 4Which link in the service chain emphasizes superior employee selection and training? Ahealthy service profits and growth Bsatisfied and loyal customers Cgreater service value Dsatisfied and productive service employees Einternal service quality 5The dependence of service quality on the quality of the buyer-seller communication during the service encounter is referred to as ________ marketing. Ahorizontal Binteractive Cadvocacy Dsocial Einternaltrue or false: True or false 6. Service variability means that the quality of services does not depend on who provides them. 7.Customers form service expectations from many sources, such as past experiences, word of mouth, and advertising. 8.Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are bought. 9.Services are typically produced and consumed simultaneously. 10.Services cannot bequestions of chapter 14: 1________ refers to the amount of money charged for a product or service. APayroll BProfit CPrice DCost ESalary 2Which of the