Exam 12: Services Marketing

Developing,pricing,promoting,and delivering services are challenging because the quality of the service is often inconsistent.Organizations attempt to reduce this inconsistency by

four I's of services consist of

role does pricing play in the managing of services?

Sarah has a toothache.She believes it may be due to her not having regular dental checkups in the past.She now wants to find a dentist,but does not have one that she has used in the past.Because dentistry has __________ properties,Sarah plans to ask her friends for a recommendation for a dentist they like to be sure that she finds a good one.

are inventory of services different from that of goods?

Inseparability in services means consumers

Phillies "special promotions days" fall into three distinct categories:

Inventory carrying costs can be reduced by

dimension of service quality called __________ is the appearance of physical facilities,equipment,personnel,and communication materials.

Singapore Airlines ad in the textbook shows a traveler in the airline's new seats and also emphasizes food and other amenities to overcome the __________ of its service.

had a craving for sushi so he searched yellowpages.com for the name of a restaurant in his vicinity that serves this type of food.When he arrived at his destination,he was impressed with the menu posted outside the door and decided to go in.He was greeted with a smile by a hostess and then immediately seated at a well-appointed table where he was given a warm cloth for his hands.A waiter beautifully presented the food,the rice was the perfect texture and temperature,and the fish was fresh and delicious.Halfway thought the meal,he excused himself to go to the restroom.It was clean,but unfortunately was out of paper towels.He returned to his table,finished his meal,and paid his check.The hostess said goodbye and asked him to return.Which of the following statements about this scenario is MOST accurate?

Which of the following statements about services is MOST accurate?

use of brand names is especially important for services because of which unique characteristic of services?

Inconsistency of services refers to the fact that

American Red Cross uses social marketing tools such as Facebook,Twitter,and e-mail to increase donations.The __________ campaign raised more than $32 million in response to the Haiti earthquake.

Airlines feature load factor as a(n)__________ measure on their marketing dashboards.

public relations experts agree that it is best for a company to ___________ comments about it on the Internet.

Figure 12-5 -According to Figure 12-5 above,purchases labeled "A" would most likely be evaluated on __________ properties.