Exam 9: Service As the Core Offering

In the service-profit chain,customer satisfaction leads to customer loyalty and then revenue growth and profitability.This in turn leads to ____________.

When you talk about the service encounter,you are talking about ______________.

When a company underpromises but overdelivers with respect to its services,it is said to be practicing ___________.

Great service occurs when processes are engineered both above and below the _____________ for the customer.

A fundamental rule in marketing is to not set customer expectations so high that they cannot be effectively met on a consistent basis.

Firms are sometimes reluctant to invest in great service,largely because ___________.

When a company feels it is following a customer-centric philosophy with a high degree of customer orientation,it may ________________.

One way that Intuit handles the ______ of its TurboTax and other financial software is through its websites.The site includes multiple forums to facilitate discussion between users and bloggers alike and solicits customers for text and video content.This helps potential customers and users understand the software.

The __________ of performance and consumption of services heightens the role of human service providers in the customer's experience.

In the service-profit chain,customer loyalty leads to _________.

Caesars Entertainment has found that it is best to invest in customers who fall into the _________ because they yield more return on investment.

The role of human service providers in the customer service experience allows the service provider to __________.

When Outback built differentiation on service rather than just the Australian theme,it found the results beneficial that led to ________.

Goods,in general,tend to be much more ___________ than services because once a firm has invested in continuous process improvement and quality control in operations,products flow off the line.

Most airlines will not let a customer change a super-low-fare ticket because once the plane backs away from the gate,the value of the empty seat is zero.

Firms that are customer-centric exhibit a high degree of customer orientation.This means that they _______________.

When nonregulated services (which exclude the professional services of doctors,lawyers,accountants,and so on)are credence services,they often self-regulate by ____________.

Sometimes marketers are prone to overzealous sales pitches,coupon promotions with too little stock to handle the demand,and deceptive advertisements.These create a gap in the service that can be described as __________.

Schools face a dilemma with respect to students.They have a difficult time determining whether students are ________.

Professional services providers like doctors,lawyers,and accountants use their degrees and designations to convey a level of trust to the purchaser.This is because a customer cannot tell if the service is going to be good until after the service has been delivered.