Exam 2: Frameworks for Managing the Customers Experience

COMPLETION QUESTIONS Service Framework Participants,Physical evidence,Process of service assembly Service Encounter Servuction Backstage Services Theater Workers,Setting,Customers,Process Services Marketing Mix -The ______________ framework maintains that the bundle of benefits a customer receives emerges from the customer's interaction with the service contact personnel and the inanimate service environment.

Which,if any,of the following characteristics is NOT shared by the three service experience frameworks introduced in this chapter?

COMPLETION QUESTIONS Service Framework Participants,Physical evidence,Process of service assembly Service Encounter Servuction Backstage Services Theater Workers,Setting,Customers,Process Services Marketing Mix -The ______________ framework is based on the marketing mix concept.

A service encounter occurs when a customer interacts with some aspect of the service organization,usually in a marker-controlled environment.

According to the services theater framework,

COMPLETION QUESTIONS Service Framework Participants,Physical evidence,Process of service assembly Service Encounter Servuction Backstage Services Theater Workers,Setting,Customers,Process Services Marketing Mix -According to the services theater framework,much of the planning and execution of the service experience are actions that are hidden from the audience and,as such,are said to occur in the __________ region of the service performance.

According to the services theater framework,backstage and operational support in most service encounters make a strong contribution to a successful frontstage service performance.

How can service marketers use service frameworks to improve the design and delivery of their services?

Understanding service experiences begin with the identification of factors that contribute to customer responses to services.

The 'best' service framework depends on the individual making the judgement.

COMPLETION QUESTIONS Service Framework Participants,Physical evidence,Process of service assembly Service Encounter Servuction Backstage Services Theater Workers,Setting,Customers,Process Services Marketing Mix -A ________________ is useful for analyzing factors contributing to customers' service experiences.

According to the servuction framework,the benefits that a service customer receives from a service performance

Choose a service encounter and describe it in terms of one of the three presented service frameworks.

The services theater framework recognizes that service organizations offer a theatrical production that can evoke emotional and behavioral responses from their customers.

Planning is one of the 3 additional P's of the services marketing mix.

Service workers refer only to those employees who interact directly with the customer.

The service setting refers only to the environment in which the service is provided to the customer.

Service frameworks perform all of listed functions EXCEPT:

You are a marketing manager for a local service organization.During a recent meeting with employees,you indicated that it was important to understand the customers' service experiences.One of the employees then asked how this was possible since each customer service experience was unique.How would you respond to this question?

COMPLETION QUESTIONS Service Framework Participants,Physical evidence,Process of service assembly Service Encounter Servuction Backstage Services Theater Workers,Setting,Customers,Process Services Marketing Mix -The components of any service experience are the service ______________,the service ______________,the service ______________,and the service ________________.