Exam 13: Services Marketing

Describe how nonprofit marketing differs from for-profit marketing.

The main characteristic of a ____ is that customers are satisfied to the point that they use a service repeatedly over a period of time.

Selecting a convenient location is important to the distribution of a nonprofit service.

Tutors,attorneys,and consultants are most likely to price their services based on ____,while auto repair,hair stylists,and house painters are likely to price their services based on ___.

Consumers tend to believe company-sponsored advertising more than word-of-mouth communication when gathering information on a service product.

Carlos is speaking to his brother about the interaction he had today with one of his clients.Since he is referring to his customer as a client,Carlos is most likely a(an)___

What specific marketing problems are experienced by a provider of high-contact services that are not experienced by a provider of low-contact services?

All services suffer from heterogeneity.Explain this problem,and discuss different ways that heterogeneity can occur in service delivery.

Both production and consumption of services occur at the same time.

In general,differences between goods and services are determined by the

Because of service perishability,it is difficult to price services in a manner that smoothes fluctuations in demand.

American Airlines runs a series of television commercials that show its personnel going out of their way to help customers.In addition to consumers,an important secondary audience for these ads is (are)

Andrea has just opened a new service business called Paws n' Claws,which provides dog grooming and doggie day care.Andrea has done research about the role dogs play in today's culture,particularly for those people who do not have children.She knows that some of these people represent a target that is urban,professional,and who travel frequently.Andrea's business is likely to have a _____ and she will probably refer to the dog owners as ___.

Because of a service's ____,standardization and quality are difficult to control.

Services are usually provided through ____ directed at people or objects.

Services have six basic characteristics: intangibility,inseparability of production and consumption,perishability,client-based relationships,customer contact,and

Which is the most typical distribution channel used in nonprofit organizations?

Marketers of services must deal with the challenges of balancing supply and demand and planning for peak and off-peak times.What characteristic of services creates these challenges?

Which of the following service providers are most likely to use demand-based pricing?

Production and consumption of services must simultaneously occur due to the ____ characteristic of services.