MKT 350 Ch 13

Jane has realized that she does not enjoy taking a taxi to work because there is substantial ______ in the delivery of the service depending on who is driving her cab that day.

heterogeneity

For the marketing manager to be able to deliver consistent quality service, it is imperative to set ______.

measurable goals that are based on customer expectations

Service providers cannot inventory or stockpile things like haircuts during slow times to "sell" later when the facility is busy. This characteristic of services is called ______.

perishability

Customer ______ refers to human or mechanical activities undertaken by firms to help satisfy their customers' needs and wants.

service

McDonald's has a policy that, in addition to ketchup, mustard, and onions, all burgers must have two pickles. This contributes to efforts to reduce the ______ gap and provide measurable service quality based on expectations.

standards

Responsiveness

willingness to help customers and provide prompt service

Reliability

Ability to perform the service dependably and accurately

Tangibles

Appearance of physical facilities, equipment, personnel, and communication materials

Empathy

Caring, individualized attention provided to customers

One of the most effective methods to assess how well a firm is delivering adequate service to consumers is to employ the ______ Model to evaluate their service provision.

Service Gaps

Which of the following characteristics is NOT one that distinguishes services from products? -Heterogeneity -Perishability -Intangibility -Inseparability -Volatility

Volatility

If the Americana Hotel has successfully closed the standards gap, the knowledge gap, and the delivery gap in providing customers with service, it is still necessary to close the ____ gap.

communication

A restaurant is facing a problem in service delivery on a night when there are twice as many customers dining as usual. An integral part of recovery of the service dilemma is to provide both distributive and procedural ____ in resolving the delays in getting all customers served.

fairness/justice

In addition to providing service employees with emotional and instrumental support, management should offer the staff ______ that reward them for providing customers with good service.

incentives

One difference between products and services is demonstrated by a hair salon, where the stylist delivers the service at the same time the customer receives it. This is called ______.

inseparability

The most fundamental difference between services and goods is that services are ______.

intangible

Poor service delivery can be converted into a positive interaction through service ______, an effort that resolves the problem fairly and shows the buyer that the firm is listening to the complaint.

recovery

Assurance

the knowledge and courtesy of employees and their ability to convey trust