chapter 13 marketing

the two levels of expectations that consumers generally have about services are

acceptable and desired

many service base their success on building a group of satisfied customers who use their services on a regular basis over long periods of time. this critical component of success is referred to as

client-based relationships

____ are service providers are most likely to use demand-based pricing.

cruise ship

___ judge service quality

customers

there are 5 elements that affect customers' perceptions of service quality. they are reliability, appearance of the tangibles, responsiveness, assurance, and

employee empathy

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

heterogeneity

services have 6 basic characteristics: intangibility, inseparability of production and consumption, perishability, client-based relationships, customer contact, and

heterogeneity

service industries account for _____ of the gross domestic product of most developed natiosns

nearly three-quarters

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

perishability

services are usually provided through ____ directed at people or objects.

the application of human or mechanical efforts