Exam 12: Services Marketing

The two basic components of a customer's evaluation of a service are

A publicity tool frequently used by nonprofit services, which uses free space or time donated by the media, is referred to as

When the ability to perform the promised service dependably and accurately is important, this represents which dimension of service quality?

Changes in the services industry in the future will primarily be driven by three factors-technological development, __________, and the social imperative for sustainability.

Place or distribution is a major factor in developing a service marketing strategy because of the __________ of services.

One tool available when trying to even out the variations in demand for services is

One of the primary differences between tangible goods and services involves a consumer's ability to make prepurchase evaluations. For example, consumers can easily evaluate shoes, jewelry, and skis before making a purchase. On the other hand, consumers can evaluate services such as restaurants, ski instructors, and tanning salons only during or after their purchase. Indeed, tangible products have __________ properties, whereas services have __________ properties.

The inventory costs of services include

Experts suggest that the customer experience management (CEM) process should be all of the following except

The American Red Cross uses social marketing tools such as __________ to raise contributions.

Relationship marketing provides several benefits for service customers, including: (1) __________, (2) customized service delivery, (3) reduced stress due to a repetitive purchase process, and (4) an absence of switching costs.

Characteristics of tangible products have __________ properties, such as color, size, and style, which can be determined before purchase.

The categories for equipment-based services include

Compared with people-based services, equipment-based services do not have the marketing concern of

Capacity management refers to

What role does price play in the managing of services?

Changes in the services industry in the future will primarily be driven by three factors-technological development, improved understanding of service delivery and consumption, and (3) __________.

Many nonprofit organizations use PSAs in their media planning. What does the acronym PSA stand for?

The interaction between a service provider and the consumer such that the two of them co-create value together is due to which element unique to services?

What is the difference between intangibility and inseparability of services?