Exam 7: Value Through Services, Relationships and Experiences

_______ marketing is a term that is used to describe efforts, mainly used by public service organizations to encourage positive social change e.g. healthy eating, reduced cigarette and alcohol consumption etc.

When non-profit organizations are communicating to the public, the focus is on producing a positive assessment of the organization and reducing the perceived _______ of the donation so that donors develop trust and confidence in the organization.

Which of the following is a part of the extended services marketing mix?

An advantage of services is that customers can own them.

Which of the following can be regarded as a service?

Which of the following explains why there may be a gap between what the customer wants and what management think that they want?

Which of the following questions do customers use when evaluating a service?

Companies can create value through the provision of customer experiences which can be used to improve the consumer's _______ with the organization.

Research has shown that a successful resolution of a customer complaint can:

At the top of the loyalty ladder are _______ who trust and support the organization and work with it.

Like most services, distribution systems for many non-profit organizations are long.

Services are also known as _______.

The increased association of brands with events such as rock concerts and music festivals, is known as _______ marketing.

Some characteristics of non-profit organizations that distinguish them from profit-orientated firms are: they are subject to public scrutiny, educating the public is an important role, they have multiple publics and ________.

Which of the following is a solution to the challenge of intangibility?

Many loyalty schemes run by organizations aim to attract and retain customers on a purely _______ basis.

Experiential marketing is something that can be used successfully within the retail trade to enhance the shopping experience.