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1 Copyright © 2020 Pearson Education, Inc.Marketing for Hospitality and Tourism, 8e (Kotler) Chapter 1 Creating Customer Value and Engagement Through Marketing for Hospitality and Tourism 1) The social and managerial process by which individuals and groups obtain what they need

through creating and exchanging products and value with others is called:

• Economics
• Marketing
• Sales
• Commerce

Answer: B

2) Marketing mix elements include all of the following EXCEPT:

• Marketing information systems
• Price
• Promotion
• Distribution

Answer: A

3) Which is NOT a purpose of marketing in a customer-centered firm?

• To generate customer value
• To maximize customer satisfaction
• To improve relationship marketing
• To maximize company revenue

Answer: B

4) Instead of simply being defined as "freedom from defects," QUALITY should be defined:

• In terms of total sales
• In terms of employee satisfaction
• In terms of product specifications
• In terms of customer satisfaction

Answer: D

5) Relationship marketing is a process where marketers work at building relationships with

customers, distributors, dealers and:

• Suppliers
• Competitors
• Managers
• Trade associations

Answer: A

6) When backed by buying power, wants become:

• Demands
• Desires
• Satisfied
• Needs

Answer: A

Marketing for Hospitality and Tourism 8e Philip Kotler, John Bowen, Seyhmus Baloglu (Test Bank All Chapters, 100% Original Verified, A+ Grade) 1 / 4

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7) Building strong economic and social ties with customers by delivering high-quality products

and services is the foundation of:

• Total quality management
• Return on quality
• Relationship marketing
• The manufacturing concept

Answer: C

8) When hotel management establishes no-smoking floors, bar managers no longer allow happy hours with free drink specials, and resort managers eliminate pollution from their properties, the ________ concept is being employed.

• Societal marketing
• Marketing
• Manufacturing
• Product

Answer: A

9) A ________ is anything that can be offered to a market to satisfy a want or need.

• Service
• Concept
• Choice set
• Product

Answer: D

10) A ________ is a state of felt deprivation.

• Need
• Demand
• Want
• Desire

Answer: A

11) It is wise to assess the customer's ________ value and take appropriate actions to ensure a customer's long-term support.

• Money
• Long-term
• Intrinsic
• Market

Answer: B

12) Which of the following is NOT part of the four-p framework of marketing?

• Product
• Pricing
• Placement
• Promotion

Answer: C

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13) The two main industries that comprise the activities we call tourism are:

• The restaurant and cruise industries
• The hotel and restaurant industries
• The hospitality and marketing industries
• The hospitality and travel industries

Answer: D

14) The most basic concept underlying marketing is that of:

• Understanding
• Buying power
• Needs
• Customer

Answer: C

15) One of the biggest nonmonetary costs for hospitality customers is:

• Sentiments
• Resources
• Energy
• Time

Answer: D

16) One of the biggest nonmonetary costs for hospitality customers is:

• Sentiments
• Resources
• Energy
• Time

Answer: D

17) ________ is the act of obtaining a desired object from someone by offering something in return.

• Marketing
• Transaction
• Exchange
• Sales

Answer: C

18) A company's ________ is the set of benefits or values it promises to deliver to consumers to satisfy their needs.

• Mission statement
• Quality proposition
• Value Proposition
• Value Promise

Answer: C

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4 Copyright © 2020 Pearson Education, Inc.19) The ________ describes a channel that stretches from raw materials to components to final products that are carried to final buyers.

• Production cycle
• Supply chain
• Product marketing
• Product placement

Answer: B

20) ________ are highly loyal but not very profitable.

• Strangers
• Butterflies
• True Friends
• Barnacles

Answer: D

21) ________ involves organizations interacting with guests to create experiences through this interaction.

• Co-creation
• Sharing economy
• Customer equity
• Partner relationship management

Answer: A

22) All of the following are examples of digital marketing EXCEPT:

• Social media
• Mobile
• Online
• Telemarket

Answer: D

23) Organizations want to make continuous relationship investments to delight these customers and engage, nurture, retain, and grow them.

• Butterflies
• Strangers
• True friends
• Barnacles

Answer: C

24) Some companies resist environmental and social responsibility movements until forced by legislation or organized consumer outcries.

Answer: TRUE

25) Mobile marketing is the fastest-growing digital marketing platform.

Answer: TRUE

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