Chapter 13 concept check
service quality
customers perceptions of how well a service meets or exceeds their expectations is best described as _____
desired and acceptable
customers usually have two levels of service expectations:
is dominated by the intangible portion of the total product
the primary difference between a service and a good is that a service _____
client publics
the red cross raises funds to help people recover after fires, tornados, and other disasters. for the red cross, the victims of these disasters represent _____
the united states
the worlds first service economy was _____
off-peak pricing
to reduce prices of services used during slow periods in order to boost demand, marketers may use _____-
heterogeneity
training can help employees provide consistent service quality, thereby lessening variations in service quality, which is also known as ______
intangibility
travelers insurance uses an umbrella in its name to symbolize protection. such symbols provide cues to overcome which aspect of a service
the ability to customize
although heterogeneity results in variability in service quality, which makes it difficult to standardize services, it does offer a significant advantage:
distribution
nonprofit decisions that relate to how ideas and services will be made available to clients relate to _____
employee satisfaction
one of the most important factors in providing high service quality to customers is _____
inseparability
the fact that you cannot isolate the product of a ride through a ride-share service such as uber or lyft from its consumption relates to the services ________
homesourcing
when customer-contact jobs are contracted out to the homes of workers, it is called _____
the chief beneficiary is who owns it or holds stock in it
which of the following is NOT a way in which nonprofit marketing is different from conventional marketing?
corporate performance
which of the following is NOT one of the factors that affect service quality?