Exam 13: Services Marketing

Kate,owner of K's Tanning Salon,looks at the day's appointment schedule and notices that it is completely full.She wishes some of the empty tanning beds from earlier in the week were available on this Saturday afternoon.Kate's problem deals with the ____ characteristic of services.

All of the following are elements of the inseparability characteristic of services except that

Using appointments or reservations for scheduling delivery of services is an attempt to address the ____ characteristic of services.

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.

Service providers offering discounts to current customers who refer new customers to them are using existing customers as a part of their service promotion strategies.

Surveys,focus groups,and customer comment cards are all methods used by service companies to

Personal selling is one noticeable marketing activity used to gain acceptance of a social idea or to solicit donations.

The marketing mix strategy of a nonprofit organization should be developed to restrict alternatives.

Because practically all marketers provide some services,____ typically do not exist in today's business environment.

Identify and discuss the four factors that affect the delivery of service quality.How can service marketers use these factors to their advantage?

Credence qualities are attributes,such as taste,satisfaction,or pleasure,which can be assessed only during the purchase and consumption of a service.

Compared to goods marketers,services providers are more likely to promote performance documentation,availability,guarantees,and

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

How do the target markets of nonprofit organizations differ from the target markets of for-profit organizations?

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

When service companies change high-contact services into low-contact services,the

The goal of building client-based relationships is to satisfy customers so well that they become very loyal and would be unlikely to switch to competitors.

Many services base their success on building a group of satisfied customers who use their services on a regular basis over long periods of time.This critical component of success is referred to as

Discuss the importance of services in the U.S.economy,and explain the growth of services in our economy.

____ marketing includes activities conducted by individuals and organizations to achieve some goal other than ordinary business goals such as profit.