Exam 13: Services: the Intangible Product

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 there was stained carpet in the lobby.Which of the service quality building blocks caused Monique to select an alternative venue?

In Europe it is common for hotel guests to ask to see the room before they agree to rent it for the night.Which difference between a service and a product does this custom help overcome?

One professor was known for never teaching the same course the same way twice.Which difference between a product and a service does this represent? How could the professor use this to his or her advantage?

When Jaime arrived at her hotel room and saw that the bed sheets had not been changed from the last hotel guest and there were cockroaches in the bathroom,she chose to go elsewhere.An undone,bug-infested room was not in Jaime's __________,which is the difference between what she really wants and what she will accept before looking for another hotel.

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?

Customers have a defined __________ when it comes to waiting in line at a retail checkout counter.The amount of time consumers are willing to wait varies with the type of store.

Many states have enacted "lemon" laws providing rights to consumers who purchase cars that need an excessive number of repairs.Service departments at auto dealerships quickly figure out which new models are going to create problems and often what the problems will be.If you were the service manager at a dealership,what would you do to address service problems like these?

By setting appropriate service standards and measuring service performance,firms can attempt to close a __________ gap.

Bank of America uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services.Bank of America is using a(n)__________ program to improve service quality and service offerings.

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

The owners of hotels whose services are produced and consumed at the same time know that consumers do not have the opportunity to try out their service before purchasing.Many hotels use __________ to overcome the problem of inseparability of services.

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 reduce?

Physicians regularly overstate the expected recovery time from surgery,knowing that managing patients' expectations will reduce the __________ gap associated with their service.

Many services marketers use training and standardization to reduce service perishability.

Today,almost every sales rep can immediately check the company's inventory and production schedule 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

What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

The marketing of services differs from the marketing of products because services are tangible and separable from the service provider.

When choosing where to eat lunch,Veronica's major service criterion is speed: being seated promptly and served her meal quickly.For Veronica,__________ is the most important of the five service quality dimensions.

Name three ways a firm can evaluate service quality,and give examples of each.

Procedural fairness pertains to a customer's perception of the benefits received compared to the costs of the inconvenience or loss.