Exam 12: Services Marketing

Beth is a well-liked primary care doctor. Her patients comment on her great listening skills and the gentle but firm way she gives them advice. She even relates personal stories to encourage them to improve their own health. Here, Beth exhibits which service quality dimension?

The entire sequence of steps in the service delivery process is known as

Many nonprofit organizations use PSAs in their media planning. What does the acronym PSA stand for?

Figure 12-5 -According to Figure 12-5 above, purchases labeled B would most likely be evaluated on ________ properties.

What are the three properties of products and services that may be evaluated by consumers when they are making a purchase decision, depending on the type of product? Give an example of a product or service for each.

A major factor in developing a service marketing strategy is ________ because of the inseparability of services from the producer.

The ________ cost of a service is the cost of paying the person used to provide the service along with any needed equipment.

There are four unique elements to services-intangibility, inconsistency, inseparability, and inventory-which are referred to as the

Which of these services has the lowest inventory carrying cost?

In retail stores, inventory carrying costs can be reduced by

The use of brand names is especially important for services because of which unique characteristic of services?

Gray is looking for a new financial advisor. The one he currently uses has been taking three days or longer to return his phone calls, and the wasted time feels like a missed opportunity to him. In terms of the service quality dimensions, Gray is unhappy with which dimension of this service?

Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats. It then neuters, vaccinates, and releases them. In recent years, nonprofit organizations such as Sterile Feral have turned to marketing to help it

As a dimension of service quality, responsiveness is

Ali has a toothache and worries about having regular dental checkups in the past. He now wants to find a dentist but does not have one that he has used in the past. Because dentistry has ________ properties, Ali plans to ask his friends for a recommendation for a dentist they like to be sure that he finds a good one.

What role do people play in the managing of services? In answering the question, discuss the concept of customer experience management (CEM).

Before moving out of their apartment, Nayma and Jake decided to have their carpets cleaned by Stanley Steemer, a company specializing in professional carpet cleaning. The carpet cleaners arrived on time, cleaned the carpets, and drove away in their bright yellow van; only then did the couple see that they did a good job. Nayma and Jake were unable to judge the service before they bought it, which illustrates the ________ of services.

Capacity management refers to

The interaction between a service provider and the consumer such that the two of them co-create value together is due to which element unique to services?

Describe the three ways services can be classified.