Exam 13: Services: the Intangible Product

Because of __________,many companies have altered their "no questions asked" return policies to include time limits,"restocking" fees,and store-credit-only refunds.

The marketing of services differs from product marketing because services are all of these except

Most customers want to achieve a fair solution following a service failure.All of the following factors affect a person's perceptions of "fairness" in these kinds of situations except

Because customers have different needs and expectations,the key to distributive fairness in service recovery is to

The marketing of services differs from the marketing of products because services are tangible and separable from the service provider.

What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

Firms that primarily sell products view service as a method to maintain a sustainable competitive advantage.

All of the following are recommended strategies for service recovery except

In countries like the United States,services

Along the service-product continuum,which of the following would be considered the most service dominant?

Service providers often encounter rude and unreasonable consumers.Services marketing managers can reduce the delivery gap,even for these customers,by

Services marketing managers have learned that more employees will support a quality-oriented process if

The knowledge gap is where "the rubber meets the road," where the customer directly interacts with the service provider.

Because services are __________,it is often difficult for marketers to convey the benefits to consumers.

What should a service provider do when a customer gets emotional about the service failure?

One approach marketers are using to reduce service __________ is to replace people with machines whenever appropriate.

By providing good customer service,firms __________ their products.

All products and services are intangible.

In training service providers,service quality goals should be general to allow for the various needs of consumers.

Empowerment is when __________ are authorized to make decisions to help their customers and,as a result,service quality generally improves.