Exam 12: Services Marketing

Andrea Arenas is the owner of 2 Places at 1 Time,a concierge company.She and her staff of 60 perform everyday services such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office for people who are too busy to perform these simple acts.She is often hired by major corporations to perform services for their harried executives and their spouses.Her clients can evaluate the services that 2 Places at 1 Time provide

Services can be classified by

notion that a service organization must focus on its employees before successful programs can be directed at customers is referred to as

Which of the following is the best example of a people-based service?

Although many people love the self-service technology that allows Redbox to provide DVDs 24 hours a day,many people missed the personal interaction and recommendations from their local clerks from Blockbuster or an independent video store.Redbox confronted this issue by creating a "Redblog" where customers could share their opinions,feelings,and experiences.This is an example of confronting the

James Gilmore and Joseph Pine explain,"The more contrived the world seems,the more we all demand what is real." In terms of marketing,this simply means

Philadelphia Phillies are marketing what "product?"

a dimension of service quality,the ability to perform the promised service dependably and accurately is referred to as __________.

additional benefit of a Phillies special promotions night is that it not only does boosts overall attendance,it

two basic components of a customer's evaluation of a service are

Philadelphia Phillies offer different promotions to meet the needs of specific segments.Offering discounts on dinners would most likely be targeted towards __________.

Figure 12-6 -According to Figure 12-6 above,"E" represents which dimension of service quality?

appearance of the environment in which the service is delivered and where the firm and customer interact can influence the customer's __________ of the service.

reduce the uncertainty created by __________ properties,service consumers turn to personal sources of information such as opinion leaders,early adopters,and reference group members during the purchase decision process.

Edinberry's,a restaurant located in south Texas,offers a variety of foods and entertainment opportunities to its customers.The restaurant is famous for its fine steaks,spicy chili,and outstanding customer service.In order to maintain the restaurant's reputation for putting its customers first,the marketing manager at Edinberry's has developed marketing activities that are directed at the waiters and waitresses.These marketing activities are an example of __________ and are designed to help the restaurant employees to maintain an exceptional customer experience.

Equipment-based services like ATMs,online brokerage firms,and automated car washes,do not have the marketing concerns of

Relationship marketing provides several benefits for service customers,including: (1)__________; (2)customized service delivery; (3)reduced stress due to a repetitive purchase process; and (4)an absence of switching costs.

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage,unlike a pair of shoes,cannot be held,touched,or seen before she buys it.Which characteristic of services is she concerned about?

dimension of service quality called __________ is knowledge and courtesy of employees and their ability to convey trust and confidence.

Airlines feature load factor as a capacity management measure on their marketing dashboards,along with two other measures; namely the operating expense per available seat flown one mile and __________,which is the revenue generated by each seat flown one mile.