Exam 12: Services and Nonprofit Organization Marketing

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

TruGreen offers lawn care,shrub care,carpet cleaning,and industrial lawn services.These different services combine to make TruGreen's:

Which component of service quality represents the ability to provide prompt service?

Which of the following services would be most likely to exhibit strong credence qualities?

At which level of relationship marketing does the firm only use pricing incentives to encourage customers to continue doing business with it?

List and describe the five key characteristics that distinguish the pricing decisions of nonprofit organizations from those of the profit sector.

The Ritzy Canine The Ritzy Canine Carriage House looks like several other Manhattan boutique hotels.The lobby features a crystal chandelier,brocade-patterned wallpaper,gold-framed mirrors,and antique chairs.Room service and salon service are available as well as exercise facilities.There is also a masseuse on staff.The Ritzy Canine is a high-end doggy "hotel" and "spa" where dogs are the only guests,and they are lavishly cared for.The $175-a-night Windsor Suite even has a DVD player.Without such extras,a one-day visit will cost $40 to $50,depending on the size of the dog. -Refer to The Ritzy Canine.Which category of service processing is used at The Ritzy Canine?

Health services such as those provided by MinuteClinic tend to exhibit more experience and credence qualities than goods sold in the drugstore.

When nurse practitioners follow up with patients with postcard surveys,telephone calls,or brochures,they are engaging in postpurchase communication.

There are four promotional strategies for dealing with the unique features of services.Name these strategies and give examples of each,using American Airlines (or another air carrier you are familiar with)as your example service.

Which unique characteristic of services means that consumers must be present during the production?

Got Milk? Just because consumers live in a big city doesn't mean they can't have fresh milk right from the farm.Many dairy farms,such as Oberweis Dairy and Smith Brothers Farms,offer home delivery of fresh milk,just like in the old days.While some of these services are established and have been around since the 1920s,New York City-based Manhattan Milk started up in 2008.For $20 or more,depending on what is ordered,consumers anywhere in Manhattan can enjoy organic milk,butter,yogurt,and cheese from Pennsylvania Amish farms and eggs from Vermont.Unlike most store-bought milk,theirs is not homogenized and is free of hormones typically given to cows to produce more milk. -Refer to Got Milk? Customers place orders at Manhattanmilk.com two days before the delivery date.The Internet allows Manhattan Milk to customize each customer's order to his or her preferences.This is an example of:

A management consulting business stays in touch with its business customers through phone calls and greeting cards.It periodically sends out needs-assessment questionnaires and designs new services to meet the needs revealed in these surveys.This is an example of relationship marketing based on:

A(n)_____ is the result of applying human or mechanical efforts to people or objects.

Jonathon had a problem when submitting an exam in his online marketing class and he received a score of zero,so he sent an e-mail to the professor explaining his problem.He was really worried because the exam was due that evening,and he was very pleased when the professor replied within an hour telling him that he scored a 90 on the exam.The professor's prompt reply to his inquiry is an example of which service quality component?

A nonprofit organization is an organization that exists to achieve some goal other than the usual business goals of profit,market share,or return on investment.

A focus on maximizing the number of customers using a service is a(n)_____ pricing objective for service firms.

All of the following are key factors in the distribution strategy for services EXCEPT:

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

Which service pricing objective seeks to match supply and demand by varying prices?