 Show 1. The ____ reflects the view that the intangible aspects of products are becoming the key features that differentiate the products in the marketplace. 2. Which of the following businesses would be characterized as a pure service? 3. General Motors, the manufacturing giant's, largest supplier is: 4. Which of the following sets of terms best describes a service? 5. On the scale of market entities, with tangible-dominant to the extreme left and intangible-dominant to the extreme right, investment management services would appear: Recommended textbook solutions
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final exam Terms in this set (23)organizations and systems Which of the following components of the servuction model is invisible to consumers? service quality an attitude formed by a long-term, overall evaluation of a firm's performance. d. iron This tier gives you the capacity to help run the business while not requiring much attention to maintain the relationship. a. lead responding quickly The empowerment of employees makes this service recovery strategy easier to implement. lead Often your 'jaycustomers' who are more time, trouble and effort to service. conquest marketing would be your efforts toward customers who already patronize your business Quality & satisfaction marketing reflexive In general, individuals avoid making this type of complaint so as not to reinforce negative self-esteem. zero defections model Although appropriate within the manufacturing sector, which of the following does NOT work well within the service sector? zero defections model identify the profitability of customers The customer pyramid's overall goal is to: color code service offers It costs 3 to 5 times more to keep a customer than to get a new one All of the following statements related to customer retention are true except Long term customers tend to have lower maintenance costs Customer retention often leads to positive referrals It costs 3 to 5 times more to keep a customer than to get a new one Existing customers are willing to pay more for a firm's services empathy 'Excellent companies will have the customer's best interest at heart' is a typical statement within the ____ dimension of the SERVQUAL scale. procedural fairness In addition to compensation, customers expect _____. In other words, they expect fairness in terms of policies, rules and timeliness of complaint process. platinum Heavy users who will shop and pay more for the convenience your service offers, are characteristics of this customer loyalty segment. knowledge The difference between what management perceives consumers expect and the quality specifications set for service delivery is called the ____ gap. seamless service Service that occurs without interruption, confusion, or hassle to the customer is called false The marketing philosophy, Service-Dominant Logic, emphasizes the primary role of marketers is to deliver service - regardless of whether the firm provides goods or services as their core offerings. middle of continuum Where would firms such as fast food restaurants fall, along the scale of market entities? non instrumental complaints are expressed without the expectation that the problem will be solved. relationship marketing closely aligns with the customer pyramid. all of the following Under
which conditions is it no longer worthwhile to keep a customer? all of these represent the 'face' of your business. switching C ustomers often develop loyalty to service firms due in part to the costs involved in changing to and purchasing from another business. These costs are called ____ bucket The ______ theory explains the acquisition vs. the retention costs of customers. Sets with similar termsMKT Exam364 terms amanda_deville Chapter 1476 terms H_Whitney36 MKTG 409 Chp 13 Service markets25 terms willdoran93 eom chapter 533 terms azn_dreams Other sets by this creatorCH 9, 10, 1234 terms ogabbym Exam 2 learning outcome notes208 terms ogabbym BUS 321102 terms ogabbym ch 8 mgmt 49333 terms ogabbym Recommended textbook solutionsInformation Technology Project Management: Providing Measurable Organizational Value5th EditionJack T. Marchewka 346 solutions Operations Management: Sustainability and Supply Chain Management12th EditionBarry Render, Chuck Munson, Jay Heizer 1,698 solutions
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Which of the following components of the service and model is not visible to consumer?Which of the following components of the servuction model is invisible to consumers? an attitude formed by a long-term, overall evaluation of a firm's performance.
Which of the following is are the components of Servuction system?The servuction model is basically used to illustrate factors that influence service experience, including those that are visible and invisible to the consumer[1]. ... The four factors are: servicescape, contact personnel/service providers, other customers and organizations and systems.
What are the 2 parts of Servuction system?A servuction model is often used in service marketing to describe the close involvement of customers in the service production and experience. It is an amalgamation of two words - services and production and also goes by the name pro-sumption, co-production and co-creation.
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Which of the following components of the Servuction model is not visible to customers?
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