Exam 13: Services: the Intangible Product

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

Food preparation, lawn maintenance, and house cleaning services are all examples of

One professor was known for never teaching the same course the same way twice. Which difference between a product and a service does this represent? How could the professor use this to his or her advantage?

What is the difference between a service standard of "be nice to customers" as compared to a service standard of "greet every customer, and if possible by name"?

Professor Guillory is a seasoned professor. When students seek her out to advise them, she never turns them away because she believes that with all her years of experience, she can help them. The students, in turn, are confident in her and trust her advice. For these students, ________ is the most important of the five service quality dimensions.

Jackson manages a men's styling salon in the Buckhead area of Atlanta. He has trained his sales staff to report comments and requests for services the store currently does not offer. Which services gap might this information help reduce?

When marketers state that services are________, they are referring to the fact that services are produced and consumed at the same time.

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

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

When the delivery of a service fails to meet customers' expectations, a ________ gap exists.

How can services marketers use customer complaints to better understand customer expectations?

Rob was complaining to another member of the lawn crew, "I don't know how they expect me to do an adequate job. The mower doesn't work right, the trimmers are so dull they don't cut anything, and the rest of the equipment is so old we can't get parts." Rob's company lacks the ________ workers need to be able to do a good job.

What are some of the outcomes that result from a communication gap?

The Federal Aviation Administration posts monthly percentage on-time arrival data for all the major airlines on its website. Some airlines are regularly on the top of the list, while others are frequently on the bottom of the list. What type of service gap does this list illustrate? What can airlines on the bottom of the list do to address this gap?

Flora wants to develop a zone of tolerance analysis for her veterinary practice. What is a zone of tolerance in service quality? What types of questions would she need to ask to conduct her analysis?

One of the reasons service failures need to be addressed quickly is to

Medical services and assisted living care are examples of

The Broadmoor Hotel in Colorado Springs, Colorado, maintains its five-star rating by focusing on five service characteristics: reliability, responsiveness, assurance, empathy, and tangibles. The hotel has been updating rooms built in the early part of the 20th century to meet the needs of 21st-century visitors. To accomplish this, it spent millions in improvements, renovating rooms, and adding a new outdoor pool complex. These renovations focus on the ________ service characteristic.

When John checked into his Orlando hotel, the front desk clerk informed John that his room would not be ready for another 20 minutes. John didn't mind waiting; he had arrived well ahead of the standard check-in time and this wait time fell within his ________, the area between his expectations regarding desired service and the minimum level of service he will accept.

When marketers state that services are ________, they are referring to the fact that services cannot be stored for use in the future.