Exam 2: Building and Sustaining Relationships in Retailing

A retailer bases its overall customer service strategy on providing a 7-day return policy,having sufficient quantities of advertised goods on hand,and well-lit parking areas.The retailer's retail strategy can be described as a(n)________.

"The attributes of perishability,intangibility,and inseparability relate most to nongoods services and least to rented-goods services." Explain this statement.

The balancing of corporate citizenship with a fair level of profits for stockholders,management,and employees concerns ________.

The value delivery system concept suggests that each channel member must retain its standard retail tasks.

Rented-goods service retailers require little or no inventory investment.

Which of the following does not comprise a competitive advantage to a retailer?

The interdependency among all channel members is expressed ________.

A restaurant carefully trains its employees to give them discretion to correct a service-related problem.For example,a waiter can give a guest a free appetizer if the wait for a table is more than 15 minutes.This illustrates ________.

A retailer can encourage ethical behavior among its employees through the development and communication of a ________.

Which service is the least tangible?

Point-of-sale scanning equipment enables retailers to develop up-to-date sales and inventory reports.

When an action affects stockholders,employees,and the general public,it involves consumerism.

A major concern relating to the success of self-scanning is consumer honesty.

A clean store environment,adequate parking facilities,and standard return privileges constitute a(n)________.

Airline-based affinity credit cards that give consumers one airline mile for each $1 charged are an example of a ________.

a.Explain the difference between expected,augmented,and potential retail strategies. b.Apply these concepts to a retailer featuring high-quality high definition televisions.

Service retailers often seek to reduce the perishability of services through standardization.

Intangibility particularly affects ________ services.

Which retail strategy does not provide a differential advantage to a consumer?

An increasingly popular point-of-sale system involves self-scanning.