Exam 12: Services Marketing

When it is important to provide caring, individualized attention to customers, this represents which dimension of service quality?

Andrea Arenas is the owner of 2 Places at 1 Time, a concierge company. She and her staff of 60 perform everyday services, such as walking the dog, picking up cleaning, waiting for the repairman, and going to the post office, for people who are too busy to perform these tasks. She is such a caring person and so well-liked that her customers recommend her instead of her business to people who are looking for someone to perform similar services. Their inability to see the distinction between Andrea and her 2 Places at 1 Time concierge service is an example of which unique characteristic of services?

The four I's of services consist of

Because services tend to be __________ rather than an object, they are much more difficult for consumers to evaluate.

Purchases such as clothing, jewelry, and automobiles would most likely be evaluated on __________ properties.

Recent research suggests that employees' competence, authenticity, and __________ of their interactions affect the success of the relationships.

According to the service continuum, what are offerings such as neckties, dog food, and tailored suits?

Purchases such as restaurant meals, vacations, and child care would most likely be evaluated on __________ properties.

The first step a nonprofit organization should take to engage people with social media is to

In a capacity management report from a well-known carrier in the airline industry, the yield is 9.83 cents, load factor is 82.1 percent, and operating expense is 8.28 cents. From these details, the percentage of available seats flown one mile occupied by a paying customer is __________ percent.

Services can be classified according to whether they are __________, for-profit or nonprofit organizations, or government agencies.

Services are a significant part of the U.S. economy, exceeding __________ percent of its gross domestic product.

Recent research suggests that employees'__________, authenticity, and sincerity of their interactions affect the success of the relationships.

To help consumers assess and compare services, marketers try to make them tangible or

As a dimension of service quality, the willingness to help customers and provide prompt service is referred to as

How a person establishes expectations for a service not yet experienced is influenced by __________, personal needs, past experiences, and promotional activities.

When Theresa Martinez relocated from the East to the Midwest, she needed to find a bank with offices in her new state. Several banks offered banking products (checking and savings accounts, loans, certificates of deposit) and other financial products (mutual funds, insurance) that were available from her former bank. After selecting U.S. Bank, Theresa needed some help with her accounts and went to visit her personal banker. She was very impressed with the banker's attitude and willingness to explain certain items to her in terms she could understand. The service Theresa received from the U.S. Bank representative exhibited __________ properties.

What do an online travel agency, a limousine service, and a railroad have in common?

There are four unique elements to services-intangibility, inconsistency, inseparability, and inventory-which are referred to as the

The categories for people-based services include