Chapter 13 concept check

service quality

customers perceptions of how well a service meets or exceeds their expectations is best described as _____

desired and acceptable

customers usually have two levels of service expectations:

is dominated by the intangible portion of the total product

the primary difference between a service and a good is that a service _____

client publics

the red cross raises funds to help people recover after fires, tornados, and other disasters. for the red cross, the victims of these disasters represent _____

the united states

the worlds first service economy was _____

off-peak pricing

to reduce prices of services used during slow periods in order to boost demand, marketers may use _____-

heterogeneity

training can help employees provide consistent service quality, thereby lessening variations in service quality, which is also known as ______

intangibility

travelers insurance uses an umbrella in its name to symbolize protection. such symbols provide cues to overcome which aspect of a service

the ability to customize

although heterogeneity results in variability in service quality, which makes it difficult to standardize services, it does offer a significant advantage:

distribution

nonprofit decisions that relate to how ideas and services will be made available to clients relate to _____

employee satisfaction

one of the most important factors in providing high service quality to customers is _____

inseparability

the fact that you cannot isolate the product of a ride through a ride-share service such as uber or lyft from its consumption relates to the services ________

homesourcing

when customer-contact jobs are contracted out to the homes of workers, it is called _____

the chief beneficiary is who owns it or holds stock in it

which of the following is NOT a way in which nonprofit marketing is different from conventional marketing?

corporate performance

which of the following is NOT one of the factors that affect service quality?