Exam 13: Designing and Managing Services

What the customer expects from a service is called the primary service package.

Reliability refers to the company's willingness to help customers and provide them with prompt service.

The ________ rates the various elements of the service bundle and identifies required actions.

Package delivery company UPS uses distinctive brown trucks that have become almost an icon.Explain why such physical facilities are important for UPS while it provides package delivery services.

Best Western is a mid-sized hotel chain that is entering a competitive market.The chain needs to differentiate its service from that of competitors,positioning itself as a hotel chain with excellent service at an affordable price.How can it achieve this using internal marketing?

Furniture is high in credence qualities.

In order to map out the service process,the points of customer contact,and the evidence of service from the customer's point of view,service firms should develop a ________.

A cosmetics store sees to it that customers who walk in are assisted by store personnel.These personnel are trained to ask customers questions,find out what they want,and make suggestions accordingly.Which of the five determinants of service quality is reflected here?

Services high in ________ are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.

The zone of tolerance for a service is the perceived economic benefits in relationship to the economic costs.

Hyatt Hotels provides complimentary breakfast buffets to all its guests.This is an example of a ________.

The payment equity for a service is a range from the minimum level of service consumers are willing to accept to the level they believe can and should be delivered.

Services have five distinctive characteristics,one of these being "pure service."

Customers today want separate prices for each service element and they also want the right to select the elements they want.The customers are said to be pressing for ________.

Give an example of a pure service provided by a company.

Which one of the following would be considered high in credence qualities?

The private non-profit sector is a provider of services.

Expensive equipment manufacturers not only install the equipment but also train the staff and undertake the maintenance and repair activities of the equipment.By doing so,they are providing ________.

When Hayley had some problems with the applications on her mobile phone,she gave her mobile phone to the service center for a software update.The service center returned the phone to Hayley the next day,with the software update complete.Two days later,the service center called Hayley to enquire if the phone was functioning well.Which area of services marketing does this incident illustrate? Why is this important?

A pure service requires a capital-intensive good,but the primary item is a service.