Exam 12: Services: The Intangible Product

When Jaime arrived at her hotel room and saw that the bed sheets had not been changed from the last hotel guest.An unchanged bed was not in Jaime's __________,which is the difference between what she really wants and what she will accept before looking for another hotel.

Many product dominant firms use quality service:

To develop a zone of tolerance analysis,a market researcher would likely ask customers:

If a firm promises more than it can deliver:

Effective service recovery efforts can lead to all of the following EXCEPT:

The old restaurant saying "You are only as good as the last meal served" reflects the fact that services are:

Monique was looking for a venue for her wedding reception.When she visited one potential location,she noticed that the landscaping was not complete,and she noticed stained carpet in the lobby.Which of the service quality building blocks caused Monique to select an alternative venue?

Jackson manages a men's styling salon in the Buckhead area of Atlanta.He has trained his sales staff to report comments and requests for services the store currently does not offer.Which services gap might this information help to reduce?

Today,almost every sales rep can immediately check the company's inventory and production scheduling electronically.This allows sales reps to sell what is available and make promises to customers that they can keep.This technology has improved service delivery through:

All products and services are intangible.

Dentists know most consumers are hesitant to use their services,in part because what they provide can be painful or uncomfortable at best,but also because much of what they provide is intangible.What is intangibility? How can dentists attempt to overcome intangibility aspects of their service?

For many professionals offering intangible services,an ethical marketing dilemma exists.The dilemma centers on:

After observing a customer verbally abuse a waiter,the first thing a manager can do to ensure quality service is to:

Garrett was impressed with the service he received at a local wine store.He thought the salesperson was attentive and knowledgeable.His friend,Juanita,who was with him and is very knowledgeable about wine,thought the salesperson was pushy and not well informed.What does this example suggest about customers' service expectations?

Why is it important for marketers to pay special attention to providing excellent customer service?

If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set,a __________ gap exists.

Most customers want to achieve a fair solution following a service failure.Which of the following is NOT a factor that affects a person's perceptions of "fairness" in these kinds of situations?

If there is a difference between the actual service provided to customers and the service the firm has promoted,a __________ gap exists.

When John checked into his Orlando hotel,the front desk clerk informed John that his room would not be ready for another twenty minutes.John decided he didn't mind waiting,because he had arrived well ahead of the standard check-in time.John didn't mind waiting twenty minutes because this wait fell within his __________,the area between his expectations regarding desired service and the minimum level of service he will accept.

A __________ gap is the difference between the firm's service standards and the service it provides to customers.