Exam 13: Services Marketing

The fact the services cannot be inventoried and then sold at a later date is called

The main characteristic of a ____ is that customers are satisfied to the point that they use a service repeatedly over a period of time.

____ marketing includes activities conducted by individuals and organizations to achieve some goal other than ordinary business goals such as profit.

Government has no control over service prices charged.

All of the following are elements of the inseparability characteristic of services except that

An advantage of heterogeneity is that services can be customized.

Although it has a strong customer base, Sato Japanese Restaurant rarely attracts customers by methods other than word-of-mouth communication. The manager believes this can be explained by the restaurant's location in a rough area in the city and its run-down appearance. In other words, potential customers are most concerned about

Hair stylists find it challenging to standardize their service because the customer must be involved in production (i.e., the haircut). This illustrates which of the following unique features of services?

Personal trainers cannot complete their work without their clients present because of the ____ feature of services.

Which of the following service providers are most likely to use demand-based pricing?

The necessary interaction between service provider and customer that allows a service to be delivered is called

Services can involve both human and mechanical efforts.

Financial price⎯an exact dollar amount⎯may or may not be charged for a nonprofit product.

Goods can be defined in terms of their physical attributes, but services cannot because they are intangible.

In service marketing, the most important link to the customer is

The intangible nature of services often leads customers to use prices as a measuring tool for quality.

A sign in a doctor's office waiting room says "Please be courteous of the others waiting with you." The doctor's office is trying to positively influence the ____ aspect of services.

Many services have aspects that consumers may never be able to evaluate, even years after the purchase and consumption of the service. These attributes are called

Which of the following is not a service product?

Which is the most typical distribution channel used in nonprofit organizations?