Question: Figure 9-2 3. Consider Figure 9-2 above. Services can be classified by their method of delivery. A represents a. technology-based services. b. people-based services. c.

Figure 9-2 3. Consider Figure 9-2 above. Services can be classified by their method of delivery. "A" represents a. technology-based services. b. people-based services. c. fee-based services. d. equipment-based services. e. nonprofit services. 4. There are five key dimensions of service quality: a. reliability, responsiveness, competence, courtesy, and empathy. b. knowledge, responsiveness, respect, diligence, and honesty. c. honesty, respect, empathy, reliability, and diligence. d. reliability, competence, alacrity, faimess, and product knowledge. e. reliability, tangibility, responsiveness, assurance, and empathy. 5. A company's product mix is equal to the sum of its a. marketing mix. b. product class. c. product items. d. product lines. e. SKUs

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