Exam 13: Designing and Managing Services

One of the strategies to equalize supply and demand for service providers is to price their services high when demand is low and low when demand is at its highest.

There are shifts that favor the customer in the client relationship.Customers are now becoming more sophisticated about buying product-support services and are pressing for ________.

________ describes the employees' skill in serving the client.

Manufacturers of equipment all must provide product-support services.Companies in these industries must define customer needs carefully in designing their service support program.Customers have three specific worries when discussing product-support services.These three worries include all of the following EXCEPT ________.

A company's offerings often include services as a minor or a major part of the total offering.List and briefly explain each of the five categories of offerings.

When restaurants and theme parks add summer workers,they are attempting to manage supply and demand for their services by ________.

Classes of services can be branded vertically on the basis of ________.

Which of the following would be an example of a pure service

Service industries are everywhere.They include the government sector,private nonprofit sector,business sector,manufacturing sector,and the ________.

Interactive marketing describes the employees' skill in serving the client.

Service providers typically develop very similar marketing programs for personal and business markets.

Service companies try to demonstrate their service qualities through physical evidence and presentation.

Charles Schwab's best customers get their calls answered in 15 seconds; other customers can wait longer.This is best described as ________.

According to the service-quality model,the third "gap" in their service-quality model is the gap between ________.

According to the service-quality model,the second "gap" is the one between ________.

Bill always takes his shoes to the same cobbler when they need to be resoled because that cobbler always has the shoes ready quickly.This cobbler excels at which of the following five determinants of service quality

According to the service-quality model,the fifth "gap" is the one between ________.

To provide the best support,a manufacturer must identify the services customers value most and their ________ importance.

Services cannot be stored.This concept is unique to service marketers and is called ________.

The model of service-quality expectations is based on the premise that customer perceptions and expectations of service quality change over time,but at any one point in time are a function of prior expectations of what will and what should happen during the service encounter,as well as the actual service delivered during the last contact.The researchers' empirically tested model contends that the two different types of expectations have opposing effects on perceptions of service quality.List these two models.