Exam 13: Services Marketing

The necessary interaction between service provider and customer that allows a service to be delivered is called

Consumers tend to believe company-sponsored advertising more than word-of-mouth communication when gathering information on a service product.

Brittany recently moved to a new city and is trying to find a new mechanic to do maintenance and repair on her car. She visits several places to judge their overall appearance, cleanliness, and organization and finally chooses a mechanic. Brittany was trying to overcome the ____ aspect of services.

Services are usually provided through ____ directed at people or objects.

When a customer takes part in the production of a service, other customers can affect the outcome of the service.

The fact that the first massage Gretchen gives each day is better than the last massage demonstrates the ____ of services.

Aaron works as a salesperson at an auto dealership. His annual bonus has been calculated based on the volume of cars sold during the year. Next year, however, the calculation for the bonus will also include information from customer comments. The new bonus calculation is most likely designed to improve Aaron's

Homesourcing occurs when customer-contact jobs are outsourced to homes of workers.

Distribution for nonprofit organizations is

The concept of opportunity cost is important in determining the price paid by an individual for a nonprofit product.

A hair stylist who gives good haircuts in the morning but tends to give haircuts of lesser quality in the afternoon is suffering from the challenges associated with intangibility.

Services ____________ factors for the customer to evaluate as compared to goods.

Supplementary services are the basic services that a customer expects to receive.

What dimensions do customers use to evaluate service quality?

When a theater entices customers to see movies during the daytime by offering tickets at a reduced price, it is trying to solve the services marketing problem of

Tangible attributes such as color, style, size, feel, or fit that can be evaluated prior to purchase are known as search qualities.

Attributes which are assessed only during the consumption of a service are called

Sam Walton, founder of Walmart, placed great value on customer service. He employed greeters to greet customers as they entered the store. Greeters needed to adhere to certain expectations. For instance, greeters were expected to look professional. They were told that whenever a customer was within 10 feet, they must look them in the eye, smile, and greet them. They were also expected to walk customers over to find what they wanted. These expectations best fall under

The perishability of services means

If Best Western bundles its rooms with services such as free local phone calls, cable television, wireless Internet access, and complimentary breakfast, these services are known as ____ services.