Exam 1: Understanding Services Marketing

Is services marketing really different from the marketing of physical goods? Explain your answer.

COMPLETION QUESTIONS Deed,Performance,or Effort Simultaneity Intangible Variability Co-producer Perishability Rental/Access Services Supplementary Business to business service organizations Consumer service organizations Services Marketing Triangle Interactive marketing -_____________ provide services to customers who are purchasing on behalf of their organizations.

As a class exercise,students were given a list of products and asked to classify the products as goods or services.You overhear one of your classmates saying,"This is going to be easy!" How would you respond to this student?

COMPLETION QUESTIONS Deed,Performance,or Effort Simultaneity Intangible Variability Co-producer Perishability Rental/Access Services Supplementary Business to business service organizations Consumer service organizations Services Marketing Triangle Interactive marketing -______________ services are those services that are added to a physical product to enhance its appeal to potential customers.

A service is defined as a performance.

COMPLETION QUESTIONS Deed,Performance,or Effort Simultaneity Intangible Variability Co-producer Perishability Rental/Access Services Supplementary Business to business service organizations Consumer service organizations Services Marketing Triangle Interactive marketing -A service is a(n)_____________.

Services marketing is identical to goods marketing.

Services involve the transfer of ownership to the customer.

Describe how the forms of services marketing outlined in the Services Marketing Triangle relate to the role of promises in services marketing.

Like physical goods,services can be inventoried.

COMPLETION QUESTIONS Deed,Performance,or Effort Simultaneity Intangible Variability Co-producer Perishability Rental/Access Services Supplementary Business to business service organizations Consumer service organizations Services Marketing Triangle Interactive marketing -The ____________ characteristic of a service means that services only exist at the time of their production.

Supplementary services augment the tangible good.

What is the fundamental difference between core services and supplemental services?

During a class exercise,students were asked to classify a list of services as either a core service or a supplemental service.To simplify the classification process,the instructor asked students to develop a decision rule for determining whether a service would be classified as a core service or as a supplemental service.What would your decision rule be?

COMPLETION QUESTIONS Deed,Performance,or Effort Simultaneity Intangible Variability Co-producer Perishability Rental/Access Services Supplementary Business to business service organizations Consumer service organizations Services Marketing Triangle Interactive marketing -The _______________ characteristic of a service means that services provide temporary possession or access instead of ownership.

The most easily recognizable service characteristic is

Services are described as possessing five key characteristics.Choose a service,and describe it in terms of these five characteristics.

How would you respond to the statement "All services are basically the same"?

Which of the following statements about services is FALSE?

COMPLETION QUESTIONS Deed,Performance,or Effort Simultaneity Intangible Variability Co-producer Perishability Rental/Access Services Supplementary Business to business service organizations Consumer service organizations Services Marketing Triangle Interactive marketing -The services customer is often an important ____________ of the completed service.