Exam 12: Services and Nonprofit Organization Marketing

Which of the following services is an example of possession processing?

Xoom.com is a San Francisco-based online money transfer company that provides consumer remittance services.With the Xoom bank deposit service,consumers can send money directly to bank accounts in several countries around the world.Xoom.com would be classified as a:

A characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience is referred to as _____ quality.

Hyatt Regency's Platinum Card Program allows members to bypass any line at the check-in desk and get immediate check-in service.In this example,_____ are developed by offering value-added services that are not readily available from other hotel chains.

First Community Bank spent a considerable amount of money updating their lobby with plush sofas,a big screen television,and a refreshment counter with popcorn and soft drinks.However,very few customers spend time in the lobby.In fact,most customers want to be in and out of the bank,with their financial transaction completed as quickly as possible.The gap model of service quality would suggest that a gap exists between:

The gap model of service quality identifies five gaps that can cause problems in service delivery and influence customer evaluations of service quality.

Companies have a strong incentive to keep their employees happy,as studies show that replacing an employee who leaves a job costs roughly _____ times a year's pay.

To be successful in the global marketplace,service firms must first:

A group of services that support or enhance the core service is called:

The service sector:

Heterogeneity of services means the quality of a service may not be consistent.

Nonprofit organizations do not charge prices for the services they provide.

The consistency and reliability of a service can be increased by:

All of the following are unique characteristics that distinguish services from goods EXCEPT:

The three categories of pricing objectives for services are:

Which country is the world's largest exporter of services?

David and Kathy like to take their young son,Chaz,to Moe's for lunch after church on Sunday.While they like to eat at Moe's anytime,Sunday is particularly good because it's "kids-eat-free" day at Moe's southwestern grill.Until Moe's began the reduced pricing program,Sundays were very slow.Now it is one of the busiest days of the week.This price reduction was a way to contend with the service characteristic of:

The _____ of a service most clearly reveals the relationship between its target market strategy and its distribution strategy.

Nonprofit organizations may or may not require special facilities for distribution of their services.

_____ is the strategy that uses technology to deliver customized services on a mass basis.