Exam 13: Services: the Intangible Product

Effective service recovery efforts can lead to all of the following except

When Jaime arrived at her hotel room and saw that the bed sheets had not been changed from the last hotel guest and there were cockroaches in the bathroom,she chose to go elsewhere.An undone,bug-infested room was not in Jaime's __________,which is the difference between what she really wants and what she will accept before looking for another hotel.

Using technology and __________ are two ways a delivery gap can be reduced in size.

The service dimension called __________ refers to the ability of the firm's employees to convey trust and confidence.

Medical services and assisted living care are examples of

By changing a standard from "be nice to customers" to "greet every customer,and if possible by name," a services marketing manager has created a(n)__________ goal.

Bob's Motel shows photos of a wide,sandy beach on its website,leading visitors to assume the motel is located on or near the beach.However,in reality Bob's Motel is located half a mile from the beach.Which of the service quality gaps does this demonstrate?

Jackson manages an upscale French restaurant in the Washington,DC,area.His restaurant offers a few specials each evening in addition to its regular menu.Jackson has trained his servers to report comments and requests for items that have previously been offered only as specials.Jackson uses this information to reduce the __________ gap in services marketing.

A __________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.

Sam was called in to meet with his boss,Tricia.He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store.Instead,Tricia explained that he had handled the situation well,listening to the customer and finding a fair solution.Tricia told him that,even more important,working the way he did to correct the error could result in

Randall arrived at the hotel to find that,although he had a guaranteed reservation,the hotel had no rooms available.He became angry when the hotel made him a reservation at a more expensive hotel but refused to pay the difference in room rates.Randall was upset because,in his opinion,the hotel's solution did not incorporate

Explain the concepts of distributive fairness and procedural fairness.Give an example of each.

Cheryl will let only Martiné cut her hair.She has tried other stylists,but she knows from experience that Martiné cuts her hair well every time.For Cheryl,__________ is the most important of the five service quality dimensions.

When marketers say that services are __________,they are referring to the fact that services cannot be touched,tasted,or seen,like a pure product can.

Effective service recovery entails all of the following except

Which service gap is the Ritz-Carlton Hotel trying to address when it takes time and spends up to $1,700 to train a new employee?

Sean relocated to take a new job,and when he got sick he needed to find a doctor.He discovered during the visit that he didn't like the one he had chosen,and he knew he'd never go back to that doctor.From a marketing perspective,his situation highlights one of the key differences between products and services,known as

Nicole knows her restaurant is understaffed today.She is hoping to get through the day without falling below her customers'__________,the difference between what her customers want and what they will accept before going elsewhere.

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

When the delivery of a service fails to meet customers' expectations,a __________ gap exists.