Exam 13: Services: the Intangible Product

The __________ gap can be reduced by managing consumers' expectations and promising only what can be delivered or possibly even a little less.

In services marketing,the saying "where the rubber meets the road" refers to whether or not a(n)__________ gap exists.

A(n)__________ gap exists when a firm knows what it needs to do to meet customers' service expectations,but sometimes fails to do it.

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

David's marketing research returned the finding that customers were staying away from his bookstore because of a lack of services like gift cards,return policies,and special orders.David was shocked."Nobody ever asks about that stuff! If it were that important,people would ask about it." David is likely suffering from a(n)________ gap.

When confronted with an angry and emotional customer,the best first step toward service recovery is to

Listening to the customer is the first step in service recovery.

Which service gap is the Ritz-Carlton Hotel trying to address when it takes time and spends up to $1,700 to train a new employee?

Because customers have different needs and expectations,the key to distributive fairness in service recovery is to

Along the service-product continuum,which of the following would be considered the most service dominant?

When Dr.Horton checked in at the Ritz-Carlton,it was 3 a.m.He had been traveling for over 12 hours and was exhausted.His suit,which he needed for a speech that morning,looked like he had slept in it.Karen,the night clerk,offered to find a 24-hour dry cleaner and have the suit cleaned while Dr.Horton got a few hours of sleep.Karen's actions are an example of

Using technology and __________ are two ways a delivery gap can be reduced in size.

Because of __________,many companies have altered their "no questions asked" return policies to include time limits,"restocking" fees,and store-credit-only refunds.

Although firms such as restaurants have difficulty controlling service quality from day to day,they do have control over

The school Brenda attends has an advising and registration day where students go to a large hall to sign up for classes.The school Taylor attends assigns each student to an individual faculty member who advises each student through their course of study.Taylor's school is most likely emphasizing which of the five dimensions of service quality?

When the delivery of a service fails to meet customers' expectations,a __________ gap exists.

When Buffalo Bank required all customers to use its online banking services,over 20 percent of its customers closed their accounts.In this scenario,Buffalo Bank's service fell outside customers' zone of tolerance.

When marketers state that services are __________,they are referring to the fact that services are produced and consumed at the same time.

The Federal Aviation Administration posts monthly percentage on-time arrival data for all the major airlines on its website.Some airlines are regularly on the top of the list,while others are frequently on the bottom of the list.What type of service gap does this list illustrate? What can airlines on the bottom of the list do to address this gap?

Because services like cruises and car rentals are perishable,many marketers use