chapter 13 marketing

Pataasin ang iyong marka sa homework at exams ngayon gamit ang Quizwiz!

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


Kaugnay na mga set ng pag-aaral

EAQ N4510 Respiratory Summer 2020

View Set

Kinetic Energy (midterm studyguide)

View Set

Parabolas,Standard Form,Vertex Form

View Set

Units 5 and 6: Fractions (English)

View Set

Women Gender and Society Midterm

View Set