Exam 12: Services Marketing

As Stan and Anna Walicki meet with the account representative at Landmark Bank,they are shown a sample of what their monthly statement will look like.Providing such sample documents allows Landmark to add tangibility to which of the following service qualities?

Marketing approaches used by organizations in the for-profit sector are equally applicable to individuals and organizations in the nonprofit sector.

Services are products that can be touched and felt.

The fact that the first massage Gretchen gives each day is better than the last massage demonstrates the ____ of services.

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

Select a familiar nonprofit organization,and describe its target market and marketing mix.

Personal selling is one noticeable marketing activity used to gain acceptance of a social idea or to solicit donations.

Service providers must adjust their behavior to buyer expectations to improve quality.

Intangible cues are used to provide customers with some assurance of service quality.

Machinery such as ATMs and online customer services can reduce the ____ that comes from increased contact with human employees.

Explain the role of promises and trust in the successful marketing of a service.

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

Marketing attempts only to provide a body of knowledge and concepts to help further an organization's goals.

Because most services are people-based,they are susceptible to heterogeneity,or variation in demand over time.

Safe Auto Insurance advertises "minimum coverage for minimum budgets" for its automobile insurance.Which of the following best describes Safe Auto's approach?

Children with muscular dystrophy who receive treatments developed through research programs funded by MDA represent ____ for this charitable organization.

Inseparability also means that customers expect a service to be provided in a certain way by a specific person.

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

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

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