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

________, such as Target and Kohl's, provide merchandise return and offer credit, but customers select merchandise without much assistance.

Ads for an airline promote its last minute fare savers program. This program is one way to deal with the service characteristic of perishability.

V&E Bridal Design Shop caters to engaged couples who desire a traditional Eastern Asian wedding ceremony. The brides-to-be who shop at this store are typically Japanese, Laotian, Vietnamese, Korean, or Chinese. This retailer has used ________ to identify a market segment.

Which of the following is the final stop in the distribution channel in which organizations sell goods and services to consumers for their personal use?

Tony, a vice president of the St. Louis One Gateway Credit Union, decided to measure customers' perceptions of the service quality of the credit union. He chose to use the SERVQUAL scale because it included the ________ component, which involves the knowledge and courtesy of employees, as well as their ability to convey trust and confidence.

Which type of store combines the characteristics of a warehouse store and a supermarket?

JetBlue is a low-fare airline. JetBlue gives customers a friendly cabin crew, roomy overhead bins, live satellite TV at every leather seat, and even pay-per-view movies. How is JetBlue striving to provide quality service? Explain your answer.

An advertisement for the Blue Ridge Parkway (a highway) that runs from the Shenandoah Valley to the Smokey Mountains describes the highway as a "trip back in time." This is an example of ________.

A destination retailer is a store that consumers view as distinctive enough to go out of their way to shop there.

Compare and contrast specialty stores and convenience stores.

Which of the following is the number of different product lines available at a particular retail store?

Another name for multilevel marketing is ________.

What is the intangibility of service? How might a package delivery service deal with the intangibility characteristic of services?

When using the SERVQUAL scale, a store focused on employee willingness to help customers and provide prompt service would likely pay the most attention to the results in the ________ dimension.

Why have department stores struggled to survive in the United States in recent years?

When a gift shop decided to begin selling Blue Ridge pottery, it was modifying its merchandise mix.

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

Bass Pro Shops, a chain of outdoor sports equipment stores, features giant aquariums, waterfalls, trout ponds, archery and rifle ranges, putting greens, and free classes on topics from ice fishing to conservation. Why would a retailer do this?

Using current sales as a predictor, which of the following products would likely be most effectively sold using direct selling?

Which of the following is a type of in-home selling?