Exam 13: Services Marketing

Which of the following services falls closest to the middle of the tangibility continuum?

The fact the services cannot be inventoried and then sold at a later date is called

One way service businesses communicate a higher level of service quality to their customers is by having their employees be clean,sharp looking,and dressed in appropriate uniforms.This is a way to address the ____ characteristic of services.

Stephanie sets up her new interior decorating business and advertises her expertise in high-quality draperies and other window treatments.One of her first customers is extremely dissatisfied with Stephanie's work,so Stephanie redoes the job at her own expense because she knows how powerful ____ is (are)for services and wants to stay in business.

The ability to customize services to match the specific needs of individual customers is an advantage to service marketers and may lead to standardized packages.

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

A nonprofit organization may exist in an environment in which its goals are opposed by some members of society.

Explain the role of promises and trust in the successful marketing of a service.

A sign in a doctor's office waiting room says "Please be courteous of the others waiting with you." The doctor's office is trying to positively influence the ____ aspect of services.

The marketing channels for services are usually

There is no way to combat the supply-demand problem associated with the perishability of services.

Prudential Insurance uses "the rock" symbol to communicate stability and security to customers.This is Prudential's attempt to help customers better understand its services by

Using promotional efforts that encourage the trial use of some services can be an effective way for customers to assess the quality of the offered service.

Just Relax Massage Therapists have a large customer base although they do very little advertising.Their promotion strategy relies mostly on

Advertisements for services use tangible cues to help customers understand the intangible attributes associated with a particular service.

Goods can be defined in terms of their physical attributes,but services cannot because they are intangible.

Which of the following factors have contributed the least to the growth of services in the U.S.economy?

The heterogeneity characteristic of services provides marketers with tremendous opportunity to

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

Demand-based pricing means lower prices during times of lower demand and higher prices during times of higher demand.