Exam 13: Services Marketing

Brittany recently moved to a new city and is trying to find a new mechanic to do maintenance and repair on her car. She visits several places to judge their overall appearance, cleanliness, and organization and finally chooses a mechanic. Brittany was trying to overcome the ____ aspect of services.

Saresh owns the Change-ezz, a salon specializing in the unique hair needs of minority populations. Recently, Saresh has been trying to improve the quality of service received by his customers. However, he has experienced difficulty in finding ways to standardize and control the salon's quality of service. Saresh's problem illustrates which of the following unique features of service?

Advertisements for services use tangible cues to help customers understand the intangible attributes associated with a particular service.

Many cellular phone plans contain a certain number of anytime minutes and then either significantly more or even unlimited night and weekend minutes. This is an example of

If Best Western bundles its rooms with services such as free local phone calls, cable television, wireless Internet access, and complimentary breakfast, these services are known as ____ services.

One of the best ways to better understand customer needs and expectations is to ask contact employees.

Services have six basic characteristics: intangibility, inseparability of production and consumption, perishability, client-based relationships, customer contact, and

A service is usually offered as part of a bundled package of services with a core service and one or more ____ services.

Tangible attributes such as color, style, size, feel, or fit that can be evaluated prior to purchase are known as search qualities.

Which of the following statements about customer contact in services marketing is false?

Client-based relationships are most likely to be developed by

In a nonprofit organization, the direct consumers of the product are called donor publics and indirect consumers are called client publics.

How do the target markets of nonprofit organizations differ from the target markets of for-profit organizations?

The response that a nonprofit organization desires from its target market or public may be a change in values, financial contributions, or the donation of services.

Services are usually provided through ____ directed at people or objects.