Exam 13: Services: the Intangible Product

________ provides the equipment or systems needed to perform a task in a job setting.

Explain the concepts of distributive fairness and procedural fairness. Give an example of each.

Online customer reviews of the Bright Day Child Care facility indicate that the facility offered unhealthy snack options, it advertised early morning drop-off services that were not readily available, and had several staff members with poor attitudes. If you were the new manager of the childcare facility, how would you use the five dimensions of service quality to identify and correct the problems?

Along the service-product continuum, which one of these would be considered the most product dominant?

An excellent, inexpensive, and readily accessible method for assessing customers' service expectations is

Margo isn't sure how to market her health care consultation services because they aren't something a customer can touch, taste, or see. Which aspect of services is Margo concerned with?

To meet or exceed customers' expectations, marketers must

A delivery gap implies a service failure.

Because of ________, many companies have altered their no-questions-asked return policies to include time limits, restocking fees, and store-credit-only refunds.

Daveed was called in to meet with his boss, Paula. He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store. Instead, Paula explained that he had handled the situation well, listening to the customer and finding a fair solution. Paula told him that, even more important, working the way he did to correct the error could result in

The building blocks of service quality are reliability, responsiveness, assurance, empathy, and tangibles.

By changing a standard from "be nice to customers" to "greet every customer with a smile," a services marketing manager has created a(n)________ goal.

Firms can close the ________ gap by matching customer expectations with actual service through use of marketing metrics.

What are the four potential gaps in the Service Gaps Model? What is the model designed to do?

If a firm promises more than it can deliver,

Michael was complaining to another member of the house painting crew, "I don't know how they expect me to do an adequate job. The ladder is too short, the paintbrushes are old, and the paint we use is watered down and doesn't stick." Michael's company lacks the ________ workers need to be able to do a good job.

The Service Gaps Model encourages the systematic examination of all aspects of the product creation process.

By setting appropriate service standards and measuring service performance, firms can attempt to close a ________ gap.

Firms that primarily sell products view service as a method to maintain a sustainable competitive advantage.

The zone of tolerance refers to the area between customers' expectations regarding their desired service and the minimum level of acceptable service.