Q.1
The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the ________ dimension.
Q.2
__________ is an example of a service where the customer typically goes to the service organization
Q.3
Research has shown that customers are more likely to choose a self-service channel if they have ____________.
Q.4
_________ are complaints that are expressed without the expectation that the problem will be solved.
Q.5
During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up which was much later than the customer had anticipated. As a result, the recovery effort violated the customer’s ___________ justice need.
Q.6
In relationship marketing firms focus on __________ relationships with __________.
Q.7
The intangible nature of many services can create unique challenges for marketers.
Q.8
Resellers may actually take ownership of the product and participate in the marketing, including the advertising.
Q.9
The materials and ingredients used in producing the product are obtained from other companies who are referred to as distributors.
Q.10
The primary purpose of marketing activities is to facilitate and encourage exchange transactions with potential customers.
Q.11
Institutional markets consist of people who buy products and services for personal use.
Q.12
Convenience products usually have intensive distribution because sales of these products tend to have a direct relationship to availability.
Q.13
A(n) _________ product exceeds customer expectations.
Q.14
A marketing philosophy summarized by the phrase 'a stronger focus on social and ethical concerns in marketing' is characteristic of the _________ period.
Q.15
The basic role of promotion is _________.
Q.16
If the aim of the promotion to introduce a new consumer product is to achieve high awareness levels, the firm will most likely make heavy use of _______ in the promotional mix.
Q.17
In a __________ orientation, the role of marketing research is to determine customer needs and how well the company is satisfying them.
Q.18
Perception of Performance- Expectation gives us
Q.19
Auction sites, such as eBay, QXL are examples of Consumer-to-Consumer (C2C) channels.
Q.20
The skimming, penetration, bargaining and bundling are decided in the ____________ of the Marketing Mix strategy.
Q.21
A consumer contest is an example of _________.
Q.22
When a manager focuses on making whatever products are easy to produce, and then trying to sell them, that manager has a _____________ orientation.
Q.23
In addition to businesses, the marketing concept is also applicable to ___________.
Q.24
The controllable variables a company puts together to satisfy a target group is called the _____________.
Q.25
A channel of distribution is any series of firms (or individuals) who participate in the flow of products to final user or customer.
Q.26
Which is a type of auction?
Q.27
Research has shown that younger and higher income customers are more likely to use __________ channels.
Q.28
According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is:
Q.29
The moments of interaction between the customer and the service firm are called:
Q.30
Services that do not meet customer expectations are called:
0 h : 0 m : 1 s