Exam 12: Services Marketing

Airline load factor refers to

range of offerings from the tangible to the intangible or product-dominant to service-dominant is referred to as the

Intangible items such as airline trips,financial advice,or telephone calls that an organization provides to consumers are referred to as

is internal marketing? Why is it important in services marketing?

FedEx brand suggests the possibility that it is government sanctioned and fast.This perception is important because of which unique characteristic of services?

less-expensive matinee movie pricing offered on shows prior to 4:00 PM is an example of

tool available for services when trying to balance demand is __________.

Figure 12-5 -According to Figure 12-5 above,purchases labeled "B" would most likely be evaluated on __________ properties.

Which of the organizations listed below has the lowest inventory carrying cost?

There are several ways of providing consumers authentic offerings: (1)__________; (2)provide personal interaction rather than automation; (3)create a social process that allows consumers to share their interests; and (4)manage any dimension of their reputation that might influence perceptions of authenticity.

Recently,many nonprofit organizations such as the American Red Cross

Intangible activities or benefits that an organization provides to satisfy consumers' need in exchange for money or something else of value are referred to as __________.

a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,__________,and promotional activities.

help consumers assess and compare services,marketers try to make them __________ or show the benefits of using the service.

production capacity refers to

Theresa Martinez relocated from the East to the Midwest,she needed to find a bank with offices in her new state.Several banks offered banking products (checking and savings accounts,loans,certificates of deposit)and other financial products (mutual funds,insurance)that were available from her former bank.After selecting U.S.Bank,Theresa later needed some help with her accounts and went to visit her personal banker.She was very impressed with the banker's attitude and willingness to explain certain items to her in terms she could understand.The service Theresa received from the U.S.Bank banker exhibited __________ properties.

buildings,landscaping,vehicles,furnishings,signage,brochures,and equipment comprise which of the seven Ps of services marketing?

White has just accepted a sales position with the ABC Health Maintenance Organization,a major provider of health care services.He had been selling medical supplies for some time and found that he understood how customers bought medical supplies.Which of the following is likely to be a characteristic of the health care services that Fred offers?

Figure 12-3 -According to the service continuum shown in Figure 12-3 above,which of the offerings has an almost perfect balance of tangible and intangible attributes?

customers buy services,they also consider nonmonetary costs,such as the __________ and __________ efforts required to consume the service.