Flexible rules that can be bent to meet customer needs.As a result, the recovery effort violated the customers _ justice need. During a service recovery effort, the employee promptly refunded the customers money, but threw the money at the customer.The levels of marketing effectiveness and operational efficiency.Customers ultimately determine the services by…………….The moment Andrea attended the indoctrination class at the training academy was an example of an She has enrolled in a training academy operated by Petsmart to learn how dogs should be handled during grooming. New competitors entering the marketplace.Which of these should organisations keep a look out for? The service industry has several emerging trends that organisations need to be aware of.Satisfied customers make purchases more frequently.Positive word-of-mouth is generated from satisfied customers.The firm provides a positive work environment for its employees.The firm is more insulated from price competition.Which of the following is not a benefit of customer satisfaction?.Competitor intelligence should be gathered.Location of the provider is the major driver in the consumer selection process.Each service provider provides many brands.Brand loyalty lowers the amount of perceived risk.Service consumers tend to be more brand loyal than goods consumers because._ involves identifying the benefits and attributes that customers expect in a service.Stimulus, information search, and post-purchase behavior.Problem awareness, evaluation of alternatives, and post-purchase behavior.Pre-purchase, consumption, and post-purchase stages.Stimulus, problem awareness, and purchase stages.The consumer decision process consists of.To assess gaps between customer expectations and perceptions. To discover customer requirements or expectations for a service.To monitor changing customer expectations in an industry.Which of the following is an example of a common research objective in services?.Focusing the firms marketing efforts toward the existing customer base is called.The world’s largest industry in the private sector and highest projected generator of jobs is_.Fixing a right price for services offered is difficult because of …………….Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of this gap is known as _.The quality of instruction in an educational setting.The appearance of the firm’s physical facilities.Which of the following would not be considered a tangible clue?.The _ dimension is an assessment of the firm’s consistency and dependability in service performance.The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?.Predicted service and perceived service.Customer satisfaction can be defined by comparing.Which of the following strategies increases the supply of service available to consumers?.The unique service characteristic that deals specifically with the inability to inventory services is.Distinct characteristic of services is_.In addition to the traditional four Ps, the services marketing mix includes people, physical evidence, and:.Customers can affect the cycle of demand.Customers can affect the length of the service transaction.Customers can affect the type of service desired.As customer contact increases, the efficiency of the firm decreases.Which of the following statements pertain to inseparability is false?.Which of the following is NOT one of the service encounter themes?.The unique service characteristic that reflects the interconnection between the service firm and its customer is called.The mental energy spent by customers to acquire service is referred to as _.Services that occur without interruption, confusion, or hassle to the customer is called.Which of the following is not generally accepted as being part of the extended marketing mix for services?.Charging customers different prices for essentially the same service is called.
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