Exam 12: Services Marketing

Commuters in New York often have often installed radio frequency identification (RFID)devices on their cars that can be read automatically as they approach a toll booth.This saves time,improves traffic flow,and means drivers don't need to keep exact change in their cars.It also offers New York authorities the opportunity to manage traffic flow by charging different toll amounts for different times of day,such as charging a higher toll for "rush hour" periods during the morning and afternoon commutes.Commuters in New York are experiencing

Inventory carrying costs can be reduced by

Services performed by surgeons or lawyers are primarily evaluated on __________ properties.

The categories for people-based services include __________.

Relationship marketing provides several benefits for service customers,including: (1)the continuity of a single provider; (2)customized service delivery; (3)__________;and (4)an absence of switching costs.

Which of the following statements about services is most accurate?

What is the difference between intangibility and inseparability of services?

Which generational cohort appreciate the opportunity to engage in collaborative consumption,also known as peer-to-sharing or the sharing economy?

Intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value are referred to as __________.

As a dimension of service quality,the caring,individualized attention provided to customers as a dimension of service quality is referred to as __________.

Tuition,charges,fares,fees,and rates are all terms

Ron had a craving for sushi so he searched yellowpages.com for the name of a restaurant in his vicinity that serves this type of food.When he arrived at his destination,he was impressed with the menu posted outside the door and decided to go in.He was greeted with a smile by a hostess and then immediately seated at a well-appointed table where he was given a warm cloth for his hands.A waiter beautifully presented the food,the rice was the perfect texture and temperature,and the fish was fresh and delicious.Halfway thought the meal,he excused himself to go to the restroom.It was clean,but unfortunately was out of paper towels.He returned to his table,finished his meal,and paid his check.The hostess said goodbye and asked him to return.Which of the following statements about this scenario is MOST ACCURATE?

There are four unique elements to services-intangibility,inconsistency,inseparability,and inventory-which are referred to as the __________.

According to the service continuum shown in Figure 12-3 above,which of the following offerings has the HIGHEST level of intangibility?

The key technological elements of future services include mobility and __________.

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.One way she tries to avoid ___________ of services for her regular customers is to make sure that the same well-trained person is always assigned to work for her clients.

Equipment-based services do not have the marketing concern of inconsistency because __________ have been removed from the delivery of the service.

As a dimension of service quality,knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as __________.

A nonprofit organization may pay taxes if

Services can be classified according to whether they are delivered by: (1)people or equipment; (2)__________;or (3)government agencies.