service marketing
what refers to the lack of one-on-one connection with physical objects
abstraction
________ refers to concepts such as financial security, investment-related matters, expert advice, or safe transportation that do not correspond directly with physical objects
abstractness
building a foundation for loyalty consists of all of the following except?
addressing key churn drivers
building a foundation for loyalty consists of all the following except
addressing key churn drivers
______ refers to the effect of selected fragrances on people
aromatherapy
surrounding the core product are a variety of service-related activities known as _______
supplementary serivces
which of the following is the best direct example of people processing?
hairstylist
using _________ is one strategy commonly used in advertising
tangible cues
the ________ stage is the stage of service consumption where ther is awareness of need
pre-purchase
_______ is/are tangible characteristics a customer can evaluate before purchase.
search attributes
one of the forces that transforms and impacts the service economy is business trends which includes all of the following except?
faster more powerful software
the following enable effective service recovery except
feedback
research has shown that in designing the hospital service scape we can reduce risks and contribute to patient well being and recovery, staff welfare and productivity. which of the following was not included in the recommendations
field experiments
which of the following can be defined as all aspects of the service are covered by the guarantee, there are no expectations?
full-satisfaction guarantee
______ refers to items that compromise a class of objects, persons, or events.
generality
which of the following is not one of the organizations that have come to recognize that the service environment is an important part of their services marketing mix and overall value proposition?
grocery stores
which of the following is not included in the employee cycle of failure
high customer turnover
which of the following is NOT among factors attracting customers into virtual stores?
hospitality
the field of environment psychology studies
how people respond to particular enviroments
call center operations that have been relocated to India or the Philippines would be an example of ________ due to globalization forces?
"offshoring" of customer service
all of the following are tools that can be used by managers to guide servicescape design, except:
"wayfinding" systems
what proportion of unhappy customers actually complain
5-10%
services have different characteristics than goods, which of the following is not a differing characteristics?
business trends
people are motivated and satisfied simply by knowing that they are doing a good job.this is true especially if the job
comes with freedom and flexibility
success factors for franchisers include all the following except?
letting franchisees take over service delivery
which of the following is NOT a service delivery innovation facilitated by technology?
location in multi-purpose facilities
alain d'astous explored environmental aspects that irritate shoppers. of his findings which problem was a variable of environmental design?
the store is too small
experience attributes are
those that cannot be evaluated before purchase
________ add(s) extra value and appeal for customer
enhancing supplementary services
the pre-purchase stage includes all of the following steps except:
evaluation of service performance
all of the following are categories of perceived risk except
evidence management
in the information search, several alternative comes to mind and form the _________
evoked set
which of the following is not one of the four broad categories of services?
expertise
what are the two roles of supplementary services
facilitating and enhancing
one of the main dimensions of the service environment in the servicescape model is
ambient conditions
______ refers to how stimulated the individual feels
arousal
ambient conditions refer to the characteristics that relate to senses. which of the following is not included in these senses?
arousal
______ can be described as an online journal, diary, or news listing, where people can post anything, about whatever they like
blogs
_______ is a visual map of the sequence of activities required for service delivery that specifies front-stage and backstage elements and the linkages between them
blueprinting
the four broad categories of services include all of the following classifications expect_______?
brand processing
___________ consists of advice from a knowledgable service person in response to the request:"what do you suggest?"
consultation
which of the following is NOT an advantage to franchising
control over delivery system
all of the following are key processes involved in a CRM strategy except
data analysis
_____ refers to when a customer switches to another provider
defection
which type of marketing involves using channels that allow personalized messages to be sent to highly targeted micro-segments
direct marketing
which of the following is not one of the guidelines for front-lines: how to handle complaining customers and recover from a service failure?
don't give customers the benefit of the doubt
________ refers to using colors, textures, sounds, scents, and spatial design to enhance the desired service experience
effect-creating medium
internal customer and employee responses can be grouped into which of the following categories
emotional responses
the common association and human response to the color orange is
emotions, expressions and warmth
which one of the following is not included in the full range of rewards used to motivate and energize your people?
empower the frontline
for ________, the product brand dominates, but the corporate name is still featured
endorsed brands
which of the following is not an attracting factor for customers to visit virtual stores?
locational constraints
which of the following is not a factor of customers switching to other providers instead of being loyal
low pricing
which of the following is not a factor of customers switching to other providers instead of being loyal?
low pricing
common causes for customers to switch include all of the following except
loyalty
which of the following is not one of the ways service companies can build strong brands?
major service innovations
characteristics of the marketing of services include all the following except
manufactured goods
which of the following is not a facilitating service
market synergy
__________ refers to using elements int he environment to communicate to the intended audience about the distinctive nature and quality of the service experience.
message-creating medium
which is not a challenge that intangibility of services presents for communication
metaphors
which of the following is not a petal on the 8 petals of the flower of service?
ministores
richard norman borrowed the __________ metaphor from bullfighting to show the importance of contact points with cusotmer
moments of truth
the __________ holds that consumers use product attributes that are important to them, to evaluate and compare alternative offerings of firms in their consideration set.
multi-attribute model
all of the following are included in the customer cycle of medioctity except
narrow design of jobs
reicheld and sasser state that there are 4 factors that cause firm growth. which of the following is not one of the factors?
negative word of mouth from "defected" custoemrs
reaching an agreement on the service features and configuration, ad the terms of the offer so that a purchase contact can be closed is what type of distribution flow?
negotiation
the sum of the anticipated annual profit on each customer for the projected relationship lifetime, suitably discounted each year into the future is known as
net present value of a customer
the sum of the anticipated annual profit on each customer for the projected relationship lifetime, suitably discounted each year into the future is known as?
net present value of a customer
all of the following are factors causing rapid growth int he service sector, and are among the powerful forces transforming today's service markets except___________?
non-migration
many of service attributes cannot be searched or inspected befoer they are purchased. this is referred to as_____
nonsearchability
which of the following is not part of the marketing communication mix?
online privacy
__________ is a key supplementary element that comes into play once customer are ready to buy
order taking
which of the following is not an enhancing service
organizational factors
which factor is not causing rapid growth of the service sector?
outsourcing
designing and managing the customer interface is which part of the framework for developing effective services marketing strategies
part III
which of the following is not a factor causing rapid growth of the service sector?
people
what term refers to the interpersonal encounters in which efforts are made to educate customers and promote a particular brand or product?
personal selling
which one of these is not a form of message transmitted through the internet
personal selling
service distribution may take place through physical or electronic channels, depending on the nature of the service describe which of the 7 ps?
place and time
which segment sees high value in our offer, spends more with our offer, costs less to maintain, and spreads positive word-of-mouth
platinum
__________ is a direct response to the environment, depending on how much an individual likes or dislikes the environment
pleasure
this term refers to the level of service customers actually anticipate recieving
predicted service
_____ is many services, especially those involving people processing or possession processing, require physical facilities for delivery?
product flow
which one of these represents a broad target audience for any services communications strategy
prospects
______ involves efforts to generate positive interest in an organizatoin
public relations
which of the following is the best direct example of possession processing?
repair & maintenance
__________ is when customers want assistance with their personal possessions when visiting a service site
safekeeping
which of the following is NOT one of the information processes on the flower of service model?
safekeeping
which of the following is not one of the methods to identify the best candidates int heir application pool?
select the right people
_______ describes the phenomenon where customers who experience an excellent service recovery after a failure feel even more satisfied than customers who had no problem in the first place.
service recovery paradox
economic activities offered by one party to another is the definition of ___________?
services
which of the following is not part of the framework for developing effective services marketing strategies?
servicescape
what kind of bond is based on personal relationships between providers and customers
social
what kind of bond is based on personal relationships between providers and customers?
social
life time value (LTV) calculations need to include all of the following exept
special treatment benefits
to achieve the communications objectives, we can use a variety of communications channels, not including:
tangible cues
which of the following is not a part of the multichannel integration process
target segments
which of the following is not a part of the multichannel integration process?
target segments
which of the following is NOT one of the main factors a consumer considers before choosing a channel of service
value creation
______ has a powerful influence on people's decisions to use (or avoid using) a service
word of mouth
