Exam 2: Frameworks for Managing the Customers Experience

According to the services marketing mix framework,

The servuction framework is visual in nature,making it easier to appreciate the intricacies associated in the design and production of a service.

COMPLETION QUESTIONS Service Framework Participants,Physical evidence,Process of service assembly Service Encounter Servuction Backstage Services Theater Workers,Setting,Customers,Process Services Marketing Mix -In the services marketing mix framework,the three new Ps are ___________,______________,and _____________.

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 term _____________ was created to designate the service production system.

According to the servuction framework,Customer B is a service customer who is visible to other service customers during the delivery of a service.

All four service experience components are easily recognized and are considered to be important in all types of service interactions.

According to the services theater framework,which of the following is NOT typically used to describe a service encounter?

Compare and contrast the services marketing mix framework,the servuction framework,and the services theater framework.

According to the servuction framework,other customers present at the service experience cannot significantly influence the benefits that a service customer receives from the service performance.

According to the services marketing mix 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 -The _____________ framework describes the service experience in terms such as actors,audience,and setting.

According to the servuction framework,Customer A refers to

According to the services marketing mix framework,decisions to stress one of the service mix variables will not require changes to the other service mix variables.

According to the services theater framework,in many types of service encounters,it is critical to keep frontstage and backstage areas separate.

A service framework cannot be used for analyzing factors contributing to the customer's service experience.

The central aspect of any service experience is the service encounter.

You are asked to improve the design and delivery of your firm's service offering.How would your knowledge about service frameworks help you to accomplish your assignment?

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 the activity during a period of time when the customer directly interacts with some aspect of the service organization.

Which of the following circumstances do NOT represent a component of a service experience?

Since each customer service experience is unique (i.e. ,two customers have differing experiences with the same service encounter),why should services attempt to understand customers' service experiences?