Exam 13: Services: the Intangible Product

What are the potential gaps in the Service Gaps Model? What is it designed to do?

The Service Gaps Model encourages the systematic examination of all aspects of the product creation process.

Firms can close the __________ gap by matching customer expectations with actual service through use of marketing metrics.

__________ fairness refers to the perceived fairness of the process with which a firm handles customer complaints.

Jackson manages a men's styling salon in the Buckhead area of Atlanta.He has trained his sales staff to report comments and requests for services the store currently does not offer.Which services gap might this information help reduce?

Training service providers to know exactly what a "good job" entails is setting service

How can services marketers use customer complaints to better understand customer expectations?

Dentists know most consumers are hesitant to use their services,in part because what they provide can be painful or uncomfortable at best,but also because much of what they provide is intangible.What is intangibility? How can dentists attempt to overcome intangibility aspects of their service?

The Broadmoor Hotel in Colorado Springs,Colorado,maintains its five-star rating by focusing on five service characteristics: reliability,responsiveness,assurance,empathy,and tangibles.Employees are instructed to always address a guest by name,if possible.To accomplish this,employees are trained to listen and observe carefully to determine a guest's name.Which service characteristic is this an example of?

Martha had several unpleasant experiences trying to find the merchandise she needed at a large lumber yard and hardware store.The employees-when she could find them-rarely seemed to know where anything was outside of their own departments.But on her most recent visit,she was pleasantly surprised to find that the store had installed kiosks where she could get directions quickly and accurately.The store had found a technological solution to the services marketing issue of

When marketers state that services are __________,they are referring to the fact that services are produced and consumed at the same time.

Empowerment becomes more important when the service is

Explain the concepts of emotional support and instrumental support.When are they important?

When confronted with an angry and emotional customer,the best first step toward service recovery is to

How do airlines and movie theaters overcome the perishability of their services?

When corporate headquarters announced new service quality standards for pizza franchise owners,Roland knew he would have trouble gaining employees' support because

When choosing where to eat lunch,Veronica's major service criterion is speed: being seated promptly and served her meal quickly.For Veronica,__________ is the most important of the five service quality dimensions.

In services marketing,the saying "where the rubber meets the road" refers to whether or not a(n)__________ gap exists.

The Service Gaps Model is designed to highlight those areas where

Kayla is the new manager of a resort hotel.She knows from reviewing customer complaints that service quality at the hotel is not consistently meeting customers' expectations,and she believes that the biggest problem is that her employees are not sure what is expected of them.To improve service quality,Kayla will