Exam 12: Services and Nonprofit Organization Marketing

Nonprofit organization marketing accounts for over twenty percent of all the economic activity in the United States.

All of the following are keys factor in the distribution strategy for services EXCEPT:

All of the following are types of service processing that can occur EXCEPT:

At which level of relationship marketing does the firm only use pricing incentives to encourage customers to continue doing business with it?

Service firms may adopt patronage-oriented pricing to try to maximize the surplus of income over costs.

Community Trust Bank has always prided itself on the friendliness of its employees.However,the results of a recent mystery shopper study indicated that the bank tellers rarely greeted customers or thanked them after the transaction.As a result,all bank employees that have customer contact are going through a training program to enhance customer service.What unique aspect of services is Community Trust attempting to address?

List and describe the five key characteristics that distinguish the pricing decisions of nonprofit organizations from those of the profit sector.

Got Milk? Just because consumers live in a big city doesn't mean they can't have fresh milk right from the farm. Many dairy farms, such as Oberweis Dairy and Smith Brothers Farms, offer home delivery of fresh milk, just like in the old days. While some of these services are established and have been around since the 1920s, New York City-based Manhattan Milk started up in 2008. For $20 or more, depending on what is ordered, consumers anywhere in Manhattan can enjoy organic milk, butter, yogurt, and cheese from Pennsylvania Amish farms and eggs from Vermont. Unlike most store-bought milk, theirs is unhomogenized and free from hormones typically given to cows to produce more milk. -Refer to Got Milk? One important aspect of Manhattan Milk's service is the ability to deliver the milk within 48 hours of being milked from the cow. This service quality component of the ability to perform the service dependably,accurately,and consistently is referred to as:

It is difficult for most of us to talk about mistakes we have made.Unfortunately,for organizations like Consumer Credit Counseling to help you work through your financial issues,you must be willing to honestly discuss your financial condition.In other words,for these organizations to help you must be actually involved in the process of developing your financial plan,which points to the _____ nature of services.

One of the main responsibilities of sport marketers is to keep their loyal customers as heavy users and escalate lower-level users into loyal customers.An effective tool for accomplishing this goal would be _____ marketing.

All of the following are unique characteristics that distinguish services from goods EXCEPT:

Vera is designing a promotional strategy for a company that provides premium boarding services for pampered animals.Her promotions should use personal information sources and stress the tangible cues associated with the service.

The catalog and online retailer Lands' End offers custom-fit chinos via the Web.For a price of $54,U.S.-based customers can select their style and fit preferences,enter details about their body shape,and receive a pair of custom-made pants in their mailbox two to four weeks later.For Lands' End,this means the company avoids stocking up to 2.8 billion different styles and sizes of garments.Instead,Lands' End orders each unit to be individually fashioned by a contract manufacturer that ships directly to the consumer.Lands' End is using:

A(n)_____ is a characteristic that can be easily assessed prior to purchase,such as the softness of a mattress or the color of curtains.

Many nonprofit organizations are pressured or required to serve the maximum number of people by targeting the average user,which pressures them to adopt which type of targeting strategy?

Which service pricing objective seeks to match supply and demand by varying prices?

A focus on maximizing the surplus of income over costs is a(n)_____ pricing objective for service firms.

All of the following are key characteristics distinguishing the pricing decisions of nonprofit organizations from those of the profit sector EXCEPT:

The physical evidence of a service,including the physical facilities,tools,and equipment used to provide the service represents which component of service quality?

Which unique characteristic of services means consumers must be present during the production?