Exam 9: Service As the Core Offering

The traditional division between goods and services is outdated.The shift in focus to services is a shift from the means and the producer perspective to the __________________ perspective.

The zone of defection is where satisfied customers reside when they are not really thrilled with the service provided.This leads them to not be committed to the company and they defect.

The Outback Steakhouse management team added pickup service because _________.

The zone of defection describes the area where ______________ reside and are prone to leaving a business and defect to competitors.

Benihana restaurants have the tag line,"an experience at every table." This conveys that _________.

A negative gap between _________ and ________ nearly always points to management and employees simply not getting the job done.This could be due to vague performance standards,poor training,or ineffective monitoring by management.

In services marketing there is a Gap Model of Service Quality.The gap refers to __________.

JetBlue developed a(n)__________ in response to the service meltdown from a severe snowstorm in New York.

One of the search difficulties for consumers with respect to evaluating one service offering from another is ________.

The main cause of switching behavior is price.People leave companies because of high price and this drives out most other reasons for leaving.