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

A hotel and resort company launched a new employee program that includes intensive training in different service encounter scenarios. This training program is most likely designed to lessen the problems related to the ________ characteristic of services.

Which of the following is NOT a way that marketers classify services?

________ carry a narrow assortment of product lines with deep assortments within those lines.

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

Which of the following refers to any method a firm uses to complete an exchange that does not require a customer to visit a store?

Christopher Messenger rents storage space to college students who go home for the summer but do not want to haul all of their property home and back. The business is profitable during the summer months, but when the storage space is unoccupied in the off-season, Christopher is losing money. What characteristic of service is most likely the source of Christopher's problem?

Demographic changes have motivated marketers to make changes in the retailing industry.

In the future, global deregulation will likely affect the delivery of services of banks and other financial service industries by reducing competition.

Experiential shoppers enjoy the "thrill of the hunt" available through the experience of shopping on-line.

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