Exam 12: Services Marketing

graduated high school and takes his mom to dinner after the ceremony.At the restaurant,the server fills their water glasses,checks on their table,and takes care of their requests.Don notes that the last time he was at this same restaurant,the experience was much worse.This scenario illustrates the ___________ of services.

Services can be classified according to whether they are delivered by people or equipment,they are __________,or they are government sponsored.

Integrating the service component of the marketing mix with efforts to influence consumer demand is referred to as __________.

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

Phillies segment their fans primarily upon what basis?

Services can be classified according to whether they are delivered by people or equipment,whether they are for profit or nonprofit organizations,and whether they are __________.

Relationship marketing provides several benefits for service customers,including: (1)the continuity of a single provider; (2)customized service delivery; (3)__________; and (4)an absence of switching costs.

There are four unique elements to services-intangibility,inconsistency,inseparability,and inventory-which are referred to as the __________.

Which of the following is the most important aspect conveyed by the FedEx brand?

Another name for the steps in the service delivery process is __________.

Equipment-based services do not have the marketing concerns of

Services can be classified according to whether they are __________,they are profit or nonprofit organizations,or they are government sponsored.

Characteristics of tangible goods,such as color,size,and style are considered __________ properties.

a person establishes expectations for a service not yet experienced is influenced by __________,personal needs,past experiences,and promotional activities.

Tuition,charges,fares,and rates are all

help consumers assess and compare its airline service,Frontier Airlines uses personable animal characters in its advertising to announce and describe benefits,such as leather seats and "stretch" seating,to help deal with the

Consumers are no longer content with affordable,high quality purchases; they want __________.

the seven Ps of services marketing,the term "process" involves not only "what" gets created but also

Figure 12-1 -shown in Figure 12-1 above,which of the following statements is MOST accurate?

are the three properties of goods and services evaluated by consumers when they are making a purchase decision? Give an example of a product or service for each.