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From the following list, identify the item that is least likely to be considered a pure service.
Many business offerings are composed of a combination of product and service elements. From the following, choose the correct ordering, from tangible dominant to intangible dominant, of the items listed.
Simultaneous production and consumption is a unique service characteristic. From the following list, choose the marketing implication most closely related to this characteristic.
The degree of tangible-intangible dominance of an industrial offering refers to the:
Service variability is a unique service characteristic. From the following list, choose the marketing implication most closely related to this characteristic.
When the marketer emphasizes reductions in staff, overhead, and capital as potential benefits to the purchaser, this relates to the service characteristic of:
In the production and sale of industrial services, productive capacity is often a substitute for inventory. In other words, capacity will reflect the level of demand which the service provider can meet. This is primarily in response to which service characteristic?
Concerning the nonstandardized nature of most industrial services, which of the following statements is incorrect?
The interaction of the individual service provider with the customer may be the key element in the firm's entire marketing strategy. This is an explicit recognition of which characteristic unique to business services?
Buyers of business services often experience difficulty in evaluating service quality. Since it is difficult to evaluate quality,
When the business service marketer attempts to facilitate the customer's evaluation process, this is in response to:
In evaluating service quality, customers focus on:
In evaluating the quality of a service, which of the following dimensions is most important to customers?
"Delivering on promises" relates to which of the following dimensions of service quality?
Development of the marketing mix is contingent upon the customer segment to be served. How do customer service segments differ from product market segments?
The customer benefit concept refers to:
In conceptualizing the service product, the service offer refers specifically to the:
The ____ defines the general benefits the service company will provide in terms of the bundle of goods and services sold to the customer.
In the marketing of business services, items such as uniforms, logos, guarantees, written contracts, and color schemes are examples of:
In the pricing of business services, service bundling refers to:
Research on new service success suggests that:
The concept of tangibility helps the manager to:
Which of the following statements regarding the perishability of services is incorrect?
When a manager is in charge of intangible and heterogeneous services, he/she should develop marketing strategies that:
Recent research shows that business-to-business service firms are more likely to emphasize:
Service quality benefits should be linked to::
Bundling services in order to attract new customers can be efficient when:
When Xerox offers a Total Satisfaction Guarantee that allows customers to return copiers for any reason, this is an example of:
Which of the following is NOT true of the solutions-centered approach instead of a product-centered approach?
Benefits of solution-centered marketing strategy include:
Differences between goods and services include:
Perishability is a unique service characteristic. From the following list, choose the marketing implication most closely related to this characteristic.
Non-ownership is a unique service characteristic. From the following list, choose the marketing implication most closely related to this characteristic.
Which of the following are components of a firmâ€™s service offering and customer-linking processes that affect customer satisfaction?
_____ encompasses the procedures, policies, and processes a firm uses to resolve customer service problems promptly and efficiently.
The _____ is the product dimension of service, including decisions about the essential concept of the service, the range of services provided, and the quality and level of the service.
The service offer is linked with the service concept and also:
New services are more likely to be successful if they:
A pure service, by definition, accompanies the sale of a physical product.
Simultaneous production and consumption requires that the service be done "right."
An emphasis on strict quality control standards is necessitated by service variability.
Planning capacity on the basis of peak demand is necessitated by service variability.
The more labor-intensive the service, the less uniform will be the output.
Perishability of services may necessitate equating capacity with peak demand.
Research suggests that among the service quality dimensions, responsiveness is most important to customers.
A range of services can be delivered through the Internet.
The service offer refers to the detailed service elements that will make up the total services package.
In the marketing of business services, items such as logos, uniforms, guarantees, and color schemes are examples of physical evidence of the actual service.
Service bundling refers to the marketing of two or more services in a package for a special price.
The concept of tangibility helps the manager to focus clearly on the firm's total market offering.
For services, capacity is a substitute for inventory.
The actual performance by the service provider is of little relevance compared to the customer's perception of the service.
Business-to-business service firms are more likely to emphasize transactional strategies as opposed to relationship strategies.
A solution-centered approach starts with the product and leads to a solution that satisfies customers.
In order to effectively use a solutions perspective, business marketers need to define their unique capabilities and determine how to use them to help customers reduce costs, increase responsiveness, or improve quality.
Reliability, responsiveness, and empathy are all dimensions of service quality.
Service quality encompasses the procedures, policies, and processes a firm uses to resolve customer service problems promptly and effectively.
Lean consumption focuses on providing full value to buyers with the greatest efficiency and least amount of trouble.
Demand for services is rarely steady or predictable enough to avoid service perishability.
Distribution decisions in the service industry are focused on how to make the service package available and accessible to the user.
Customer____________________represents teh internal and subjective response a business customer has to any direct or indirect contact with a company.
Instances where the customer has direct contact with either the product or service itself or with representatives of it by a third party, such as a channel partner are known as____________________.
The first step in understanding a customerâ€™s experience is to develop a ____________________map.
Service____________________means that services cannot be stored or stockpiled; if they are not provided at the time they are available, the lost revenue cannot be recaptured.
Treating customers as individuals exemplifies the____________________dimension of service quality.
____________________is focused on providing the full value that buyers desire from their goods and services, with the greatest efficiency and least trouble.