Exam 1: Introduction to Services Marketing

There are several reasons why the services sector is increasing in almost all countries around the world. Which is not one of the contributing reasons?

The service framework for developing effective service strategies excludes _________________.

What are the three vital roles of promotion and education?

Failures are inevitable in service industries.

Service markets are shaped by all of the following except ____________.

Other customers typically do not impact the satisfaction of other consumers in service settings.

Typically service jobs are not well-paid positions and require little education.

Give an example of a service that offers labor and expertise rental.

Education is an example of a/an _____________ service.

Describe the possible differences in customer choice criteria between car rentals and outright purchases.

How can firm develop effective marketing strategies?

The two considerations used to categorize service are ____________ and ____________.

The three additional Ps of services marketing that extend the original four Ps of marketing are _____________, _____________, and _____________.

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

Servicescape is only a consideration if customers have to enter a service factory.

China is experiencing rapid economic growth and this stimulates demand for production and business services.

The three broad categories of things processed in services are ____________, ____________, and ____________.

Give an example of how the Internet is changing the face of service industries.

Give an example of an industry where production and consumption are separable.

A useful way to distinguish between goods and services is to place them on a continuum from ____________ to ____________.