Services Marketing

friends

Following the acquaintance relationship in the evolution of customer relationships is the customers as ______ stage

The skills needed for managing services differ from those used for managing manufacturing businesses.

Which of the following statements about services is true?

Increasing use of technology is perceived by many customers as less service because there is no human interaction.

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Temporary service intensifiers

___________ consists of short-term, individual factors that make a consumer more aware of the need for service.

Interaction

___________-quality refers to how a service is delivered to the customer.

Reliability

____________ has consistently proven to be the most important determinant of service quality.

act quickly

The empowerment of employees makes which of the following service recovery strategies easier to implement?

Synchronizing supply and demand is difficult.

Which of the following is a marketing implication that results from the perishability of services?

that customer service depends on employee actions

Two roommates both registered for an introduction to business class. At midterm, one roommate found his instructor so boring that he was thinking of changing his major to history. The other roommate had a charismatic teacher and looked forward to going to class. This heterogeneity of instruction demonstrates:

Customer emotions Product Features Customers' perception of service quality Uncontrollable situation factor ALL THE ABOVE

Which of the following can influence how satisfied a customer is with a service?

implement the service paradox

Which of the following is NOT an example of a commonly used service recovery strategy?

Mass production of services is difficult.

Which of the following is a marketing implication that results from the heterogeneity of services?

the customer interacts many times with the same company, but with different service providers

A pseudo-relationship occurs when ________.

remote

A service encounter that occurs without any direct human contact is a(n) _______ encounter.

20 percent of a company's customers produce 80 percent of the company's profit

According to the 80/20 rule,:____________

confidence benefits, special treatment benefits, and social benefits

As a result of relationship marketing, customers experience specific relational benefits. These include: ____________________.

expectations

Customer ________________ are the standards for performance against which service experiences are compared.

predicted service

One factor that influences adequate service is _______________-, the level of service that customers believe they are likely to get.

build long-term relationships through social and interpersonal as well as financial bonds

Retention strategies based on social bonds: _________.

improving communications between sales and operations departments

Service companies can close provider gap 4 by:

personal service philosophy

The ______________ is the customer's underlying generic attitude about the meaning of service and the proper conduct of service providers.

ideal

The highest possible level of customer expectations is ______ expectations.

interactive

The marketing that goes on between an insurance agent and a current customer that is buying car insurance for a new teenage driver is an example of _________ marketing.

intangibility

The most basic, and universally cited, difference between goods and services is:

promises

The sources of customer expectations are market-controlled factors such as:

Service recovery

describes what the owner of the rehabilitation center did when he gave a customer who was complaining that his therapist was an hour late for their appointment a credit for one free hour of therapy.