Marketing ch 13

Service

Customer _________ refers to human or mechanical activities undertaken by firms to help satisfy their customers needs and wants.

Adds to marketing efforts by helping to meet the customers needs and wants

Customer service is best represented by which of the following statements? Customer service___

Inseparability

One difference between products and services is demonstrated by a hair salon, where stylist delivers the service at the same time the customer receives it. This is called___________.

intangible

The most fundamental difference between services and goods is that services are _________.

Human inputs generate differences

The primary reason there is greater heterogeneity in services than in products is because __________.

Intangibility, heterogeneity, perishability

Which of the following are characteristics that make marketing services different from product marketing?

Volatility

Which of the following characteristics is NOT one if the distinguishes services from products?

Dental exam

Which of the following products or services is considered perishable in the sense that it cannot be stockpiled?