Exam 10: Product, Branding, and Packaging Decisions

The residents of Safe Life,a retirement home in Canada,are provided with good care,and the volunteers who help them provide complete attention to their needs.The residents are happy with the service being offered to them.The dimension of service on which the retirement home will score high is:

Service providers at a hair salon notice that most customers prefer reading fashion magazines.The salon then decides to subscribe to more fashion magazines and cancel its subscription to other non-fashion magazines.This approach shows that the salon is trying to reduce the:

Marketing a service is more challenging than marketing a product because a service is:

A chart representing the core differences between services and goods -A daycare at a technology park in Saskatoon enables parents to watch their kids via a CCTV camera by streaming the video via a secure link.This technology helps parents make sure that their kids are comfortable at the daycare.What does this resource add to the daycare's services?

Brenda,a manager at a hotel,is trying to solve a complaint from one of the customers who is made to wait for a long time to check into his room.How can Brenda find a fair solution to this service failure?

Kathryn gets a haircut done only by Jane as Jane has been able to meet Kathryn's expectations every time she has given her a haircut.The dimension of service that influences Kathryn's decision is:

The term "inseparable" refers to a characteristic of service,which states that:

Which of the following strategies employed by the resort allowed Jennifer to compensate for the delivery gap?

Kingfish Systems is a supplier of electronic and computer hardware equipment.The firm is receiving a lot of orders but does not have sufficient staff to track the orders and deliver the goods on time.How can the firm close this delivery gap?

A local utilities company has set up an online mechanism to pay bills that provides information to customers online so that the customers do not have to drive down to the local office.This service has improved customer satisfaction immensely and encouraged timely payment and resolution of issues.This strategy helps to reduce the company's:

The standards gap differs from the communication gap in that the standards gap pertains to the difference between:

Any intangible offering that involves a deed,performance,or effort that cannot be physically possessed is called a(n):

Kathy plans a weekend getaway to a natural lake resort known for its migratory birds.On arrival,she learns that the hotel is overbooked.Reception places Kathy in a lower-priced shared accommodation instead of the studio room that she had booked.Kathy decides not to book with the resort again.The service provider was unable to recover the service failure because:

The delivery gap is the difference between a firm's standards and the actual service it provides to customers.

By being more realistic about the services they can provide and by managing customer expectations effectively,firms can reduce the:

The communication gap pertains to the difference between a service promised and a service actually delivered.

The evaluation of service quality by defining the zone of tolerance will help the hotel to reduce which gap?

Which of the following refers to the difference between a firm's perceptions of customers' expectations and the service levels it sets?

Tom,who works as a flight attendant,puts in long hours serving customers.The management,noticing his efforts,recommends him for the Star of the Year award.This reward strategy will help in reducing which gap?

The standards gap differs from the delivery gap in that the delivery gap is the difference between: