Quiz 13 MKTG 409

Who judges service quality?

Customers

According to the text, the direct consumers of a nonprofit organization's ideas or services are called its ____ public.

client

A university's student body would be considered its ____ public, and parents, alumni, and trustees would be included as its ____ public.

client; general

Andrea has just opened a new service business called Paws n' Claws, which provides dog grooming and doggie day care. Andrea has done research about the role dogs play in today's culture, particularly for those people who do not have children. She knows that some of these people represent a target that is urban, professional, and who travel frequently. Andrea's business is likely to have a _____ and she will probably refer to the dog owners as ___.

high level of customer contact; clients

A sign in a doctor's office waiting room says "Please be courteous of the others waiting with you." The doctor's office is trying to positively influence the ____ aspect of services.

inseparability

Some services are time sensitive, meaning that a significant number of customers desire the service around the same time. This point in time is called

peak demand.

Demand-based pricing most closely relates to the ____ of services.

perishability

American Life uses leather-look portfolios and high-quality paper and printing for its life insurance policies in order to indicate

the quality of its services.

The perishability of services means​

when demand is low, the unused capacity is lost forever

You run a services business and you are constantly looking for ways to project an image of quality to your current and potential customers. You recognize there are very few tangible elements customers can view before making a services purchase. If you want to improve these elements of your business, then you should focus on improving _________________

​your facilities and your employees