chapter 13

Hair stylists find it challenging to standardize their service because the customer must be involved in production (i.e., the haircut). This illustrates which of the following unique features of services?

Inseparability

The main characteristic of a ____ is that customers are satisfied to the point that they use a service repeatedly over a period of time.

client-based relationship

In general, differences between goods and services are determined by the

degree of tangibility

Julianne is planning her upcoming wedding later this year. She has made a list of all the expenses which will be required for the wedding she has planned. Which of the following is not one of the service products associated with Julianne's wedding?

flowers for the church

Personal trainers cannot complete their work without their clients present because of the ____ feature of services.

inseparability

Kate, owner of K's Tanning Salon, looks at the day's appointment schedule and notices that it is completely full. She wishes some of the empty tanning beds from earlier in the week were available on this Saturday afternoon. Kate's problem deals with the ____ characteristic of services.

perishability

A service is usually offered as part of a bundled package of services with a core service and one or more ____ services.

supplementary

Services are usually provided through ______ directed at people or objects.

the application of human or mechanical efforts

An important difference between for-profit and nonprofit marketing is that

the goals of the nonprofit organizaiton differ from the goals of the for-profit organization.

In service marketing, the most important link to the customer is

well trained contact employees.