Exam 12: Deliver the Customer Experience: Goods and Services Via Bricks and Clicks

Which of the following is NOT an example of a service encounter?

In ________, a master distributor recruits other people to become distributors. The master distributor sells the company's products to the people she entices to join and receives commissions on all the merchandise sold by the people she recruits.

Which of the following statements about the service encounter is true?

Compare and contrast four types of discount stores.

Which of the following is true about convenience stores?

Tangibles, reliability, responsiveness, assurance, and empathy are the five dimensions of service quality used in which of the following?

Services are characterized by four key characteristics. Name and describe these four characteristics.

Service ________ means that a service can only take place at the time the service provider performs it on either the customer or the customer's possessions.

Capacity management is one of the ways to meet potential problems related to the ________ characteristic of services.

Discuss the social contact and physical dimensions of the service encounter, explaining how marketers can use these dimensions to improve the quality of the service encounter.

Which of the following is NOT an example of a business service?

The ________ is the interaction between the customer and the service provider.

Group dynamics are important to the success of party plan systems.

Several years ago, the Paradise Surf Shop was the only surf-gear store catering to women. It carried everything the serious female surfer needed to ride the waves. In terms of its merchandise assortment, it had a ________ assortment.

Developing a new product to meet the minimum qualifications of an unmet need is integral to the ________ approach to marketing.

Idea marketing could be about all of the following EXCEPT which one?

Which of the following stores is most likely to have a narrow assortment of merchandise?

Experts who predict a trend of destination retail believe that consumers will soon visit retailers more for ________ than for the basic process of purchasing products.

Which of the following is an illegal sales technique?

Which type of retailer is most likely to require customers to perform their own product selection and require customers to handle their own checkout process?