Exam 1: New Perspectives on Marketing in the Service Economy

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

For-profit firms seek to achieve ____________ profits subject to ____________ constraints, although not-for-profit service suppliers seek to achieve ____________ profits subject to ____________ constraints.

Give an example of an industry where production and consumption are separable.

Define services.

Businesses are outsourcing fewer tasks in order to focus on their core business.

The three additional Ps of services marketing that extend the original four Ps of marketing are _____________, _____________, and _____________.

Service markets are shaped by all of the following except ____________.

Other customers typically do not impact the satisfaction of other consumers in service settings.

IBM is a good example of a firm that has shifted from manufacturing intensive operations to service intensive operations.

What are the five broad categories within the non-ownership framework?

Give an example of how the Internet is changing the face of service industries.

Rolls Royce introduced TotalCare® to do which of the following?

Lexus dealers compete with ____________ for service sales.

For mental-stimulus-processing, recipients must be physically present in the service factory.

What are the eight common differences between products and services?

Typically service jobs are not well-paid positions and require little education.

Less than 15 percent of service jobs around the world can currently be carried out remotely.

Which one of the following is NOT one of the four broad categories of service?

A useful way to distinguish between goods and services is to place them on a continuum from ____________ to ____________.

In most highly developed nations, services account for between two-thirds and three-fourths of the GDP.