Exam 13: Services Marketing

Tara finds evaluating a new pair of jeans much easier than evaluating tennis lessons because she can try on the jeans to see exactly how they feel and fit. In other words, the jeans have many ____ qualities.

American Life uses leather-look portfolios and high-quality paper and printing for its life insurance policies in order to indicate

Explain how the characteristics of services affect the development and management of marketing mixes.

There is no way to combat the supply-demand problem associated with the perishability of services.

In general, differences between goods and services are determined by the

Because of inseparability of the consumption and production of services, customers are often present when a service is produced.

Distribution of services is often more direct, even if the customer must go to the service provider's facilities.

Balancing the supply and demand of services can be done by keeping service prices the same regardless of the time of day, week, or year.

Because of a service's ____, standardization and quality are difficult to control.

The continuum of tangibility goes from ____ on one end to ____ on the other end.

Using promotional efforts that encourage the trial use of some services can be an effective way for customers to assess the quality of the offered service.

Attributes that customers may be unable to evaluate even after the purchase and consumption of the service are called experience qualities.

How can a service marketer smooth the fluctuations in demand from times of peak demand to times of off-peak demand?

In nonprofit organizations,

One way service businesses communicate a higher level of service quality to their customers is by having their employees be clean, sharp looking, and dressed in appropriate uniforms. This is a way to address the ____ characteristic of services.

Which of the following countries was the world's first service economy?

Tutors, attorneys, and consultants are most likely to price their services based on ____, while auto repair, hair stylists, and house painters are likely to price their services based on ___.

High-contact services are very expensive to deliver because they are equipment-intensive.

The two levels of expectations that consumers generally have about services are

The perishability of services means​