| 1. . . . offer services through courts, employment services, hospitals, military services, police and fire departments, postal service, and schools. |
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| 2. . . offer services through museums, charities, churches, colleges, foundations, and hospitals. |
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| 3. And a large number of . . . offer services - airlines, banks, hotels, insurance companies, consulting firms, medical and law practices, entertainment companies, real estate firms, advertising and research agencies, and retailers. |
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| 5. A company must consider four special service characteristics when designing marketing programs: intangibility, unpayability, inseparability, variability, and perishability. Which one is wrong? |
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| 6. Services cannot be seen, tasted, felt, heard, or smelled before they are bought. This characteristic is called: |
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| 7. Physical goods are produced, then stored, later sold, and still later consumed. In contrast, services are first sold, then produced and consumed at the same time. Service inseparability means that services cannot be separated from their . . . |
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| 8. The quality of services depends on who provides them as well as when, where, and how they are provided. This characteristic is called: |
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| 9. Services cannot be stored for later sale or use. This characteristic is called |
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| 10. In a service business, the customer and front-line service employee interact to create the . . . |
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| 11. Successful service companies focus their attention on both their customers and their . . . |
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| 12. Looking at this company: Which kind of marketing would you recommend? |
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| 13. The service-profit chain: Superior employee selection and training, a quality work environment, and strong support for those dealing with customers, result in . . . |
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| 14. The service-profit chain: More satisfied, loyal, and hardworking employees, result in . . . |
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| 15. The service-profit chain: More effective and efficient customer value creation and service delivery, result in . . . |
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| 16. The service-profit chain: Satisfied customers who remain loyal, repeat purchase, and refer other customers, result in . . |
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| 17. If this business would not be B2C, but rather a B2B business: Which kind of marketing would you recommend? |
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| 18. Internal marketing means that the service firm must effectively train and motivate its customer-contact employees and supporting service people to work as a team to provide customer satisfaction. Marketers must get everyone in the organization to be . . . |
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| 19. Interactive marketing means that service quality depends heavily on the quality of the . . . during the service encounter. |
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| 20. The solution to price competition is to develop differentiated . . . |
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| 21. Top service companies are . . . obsessed and set high service quality standards. |
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| 22. With their costs rising rapidly, service firms are under great pressure to increase service . . . |
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