Exam 12: Services Marketing

When banks are closed,they can offer value to their customers through automatic teller machines (ATMs).This self-service technology also comes with a down side since the ATMs are perceived as being less __________.

Andrea Arenas is the owner of 2 Places at 1 Time,a concierge company.She and her staff of 60 perform everyday services such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office for people who are too busy to perform these simple acts.She has often been hired by major corporations to perform services for their harried executives,and now many of her major clients are providing perks like her service to their employees.Her staff is overworked and she will soon hire more employees to fill demand.Arenas is not currently experiencing __________;in fact,all of her employees and equipment are fully being used.

The inventory carrying costs of airlines is high because they

Services such as restaurants and childcare are evaluated on __________ properties.

When customers buy services,they also consider nonmonetary costs,such as the __________ and __________ efforts required to consume the service.

As shown in Figure 12-1 above,which of the following statements is most accurate?

The inventory costs of services include

Recently,many nonprofit organizations such as the American Red Cross

Which of the following is the BEST example of a people-based service?

Which of the following is the BEST example of a people-based service?

The two basic components of a customer's evaluation of a service are

Arnett is looking for a new Internet service provider to use to access information that interests him on the Internet.The one he currently uses is too slow when loading web pages with ads and videos.In terms of the service quality dimensions,Arnett is unhappy with which dimension of this service?

Another name for the steps in the service delivery process is __________.

Mobility as a future aspect of services refers to

According to the service continuum shown in Figure 12-3 above,what does "A" represent?

When Theresa Martinez relocated from the East to the Midwest,she needed to find a bank with offices in her new state.Several banks offered banking products (checking and savings accounts,loans,certificates of deposit)and other financial products (mutual funds,insurance)that were available from her former bank.After selecting U.S.Bank,Theresa later needed some help with her accounts and went to visit her personal banker.She was very impressed with the banker's attitude and willingness to explain certain items to her in terms she could understand.The service Theresa received from the U.S.Bank banker exhibited __________ properties.

According to Figure 12-6 above,"E" represents which dimension of service quality?

Describe the three ways services can be classified.

The FedEx brand name suggests the possibility that it is government sanctioned and fast.This perception is important because of which unique characteristic of services?

The dimension of service quality called __________ is the appearance of physical facilities,equipment,personnel,and communication materials.