Q.1
Distinct characteristic of services is_____________
Q.2
__________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value.
Q.3
Successful service companies focus their attention on both their customers and their employees. They understand ___________, which links service firm profits with employee and customer satisfaction.
Q.4
The marketing concept applies to production firms, but not to service industries.
Q.5
The marketing concept means that an organization aims the majority of its efforts at satisfying customers, at a profit.
Q.6
Often, the best way to improve customer value, and beat the competition, is to be first to satisfy a need that others have not even considered.
Q.7
Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of:
Q.8
The element of service quality which is defined as 'the knowledge and courtesy of employees and their ability to convey trust and confidence'
Q.9
Attributes where consumers can evaluate only during or after the consumption process is known as
Q.10
__________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
Q.11
All human actors who play a part in service delivery and thus influence the buyers perceptions: namely, the firms personnel, the customer and other customers in the service environment.
Q.12
The intangibility of services has implications for the choice of _________.
Q.13
SSTS refers to __________.
Q.14
_____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.
Q.15
All of the following are examples of services EXCEPT:
Q.16
Services are typically produced and consumed simultaneously. This is an example of the ________ characteristic of services.
Q.17
If a firm is practicing ___________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction.
Q.18
According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:
Q.19
The extended marketing mix for services includes: People, Processes and _________.
Q.20
It is more costly to retain current customers by satisfying their needs, than to get new customers by taking them away from a competitor.
Q.21
A dissonance-reducing buying behavior is designed to probe consumers’ hidden, subconscious motivations.
Q.22
Merchant wholesalers sell goods and services directly to final consumers for their personal, non business use.
Q.23
A service can be defined as “any activity or benefit that one party can offer another that is essentially intangible and that does not result in the ownership of anything.”
Q.24
Internal marketing is marketing by a service firm to train and effectively motivate its customer-contact employees and all the supporting service people to work as a team to provide customer satisfaction.
Q.25
The packaging concept states what the package should be or do for the product.
Q.26
Marketing Mix is the most visible part of the marketing strategy of an organization.
Q.27
Businesses spend most of their advertising expenses on business-to-business markets.
Q.28
Need becomes ________ when they are directed towards a specific object.
Q.29
Products that are relatively inexpensive and are purchased frequently with minimal effort can be classified as ___________ products.
Q.30
The _____ identifies the product or brand.
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