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

Which of the following is a service industry in the United States that is likely to see growth due primarily to demographic changes?

Briefly explain the wheel-of-retailing concept.

Service ________ means that customers cannot see, touch, or smell good service.

Failing to provide equal access to customers who appear economically disadvantaged is both unethical and illegal.

One of the most thorough and complex explanations of changes in the retailing industry is the wheel-of-retailing hypothesis.

Jack was so enthusiastic about the band he saw performing at a local club last weekend that he persuaded a large group of friends to return to the club to hear the band on Thursday. Unfortunately, the band's Thursday performance was uninspired and at times off-key. The performance differences are due to the ________ characteristic of service.

What is the merchandise assortment of an airport bookstore that sells only a few books but a large variety of magazines?

________ strategies regard a city, state, country, or other locale as a brand.

________ are acts, efforts, or performances exchanged from producer to user without ownership rights.

Retailers offering ________ require customers to perform their own product selection and may require customers to handle their own checkout process.

Describe how nonstore retailing has recently grown.

A ________ is a set of related products a retailer offers.

The talent agency that is trying to convince Berry College to hire a motivational speaker for the college's homecoming festivities is marketing people.

Give an example of how the recent economic downturn affected retailers' strategies.

Service industry jobs account for the majority of jobs in the United States.

Which of the following is an instrument to measure consumers' perceptions of service quality?

A pop-up store is similar to a convenience store in that it carries a limited number of high-interest items at a premium price, creating time utility for consumers.

Stop-N-Go and Circle K, both small stores that serve consumers willing to pay a higher price for the ease of buying staples close to home, are ________.

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

Insurance, a television program, and a college education are all examples of ________.