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?
