Ch 7 MKT 291 questions with verified answers
graded A+ rated
1. Services Intangible Products, often purchased with
physical goods, delivered in the form acts or
deeds per- formed for or with the customer
2. Services Marketing Process of planning, delivering, and then
improving the individual service acts and
performances that create memorable
experiences when satisfying a buyer's
needs
3. Characteristics of Service - intangibility, inseparability, variability,
perishability
4. Intangibility - although services have tangible
components, you can't see or touch them
prior to consuming them
-they have no physical presence
-implications: easy to copy, pricing is
challenging, diflcult to evaluate
-MKT for imp: set consumer expectations,
convey the benefits of the service
5. Inseparability production and consumption of services
occurs si- multaneously-customer
participation is required
-Implications: customers impact each other,
em- ployees impact outcome
6. Variability Services are variable and often unique -
rarely is a service delivered identically from
one customer to the next
-implications: mass producing services that
1/
7
, Ch 7 MKT 291 questions with verified answers
graded A+ rated
humas must deliver isn't possible, managing
customer sat- isfaction is harder, achieving
consistent service per- formance is hard
-MKT: train statt well, have precise
performance standards
2/
7
graded A+ rated
1. Services Intangible Products, often purchased with
physical goods, delivered in the form acts or
deeds per- formed for or with the customer
2. Services Marketing Process of planning, delivering, and then
improving the individual service acts and
performances that create memorable
experiences when satisfying a buyer's
needs
3. Characteristics of Service - intangibility, inseparability, variability,
perishability
4. Intangibility - although services have tangible
components, you can't see or touch them
prior to consuming them
-they have no physical presence
-implications: easy to copy, pricing is
challenging, diflcult to evaluate
-MKT for imp: set consumer expectations,
convey the benefits of the service
5. Inseparability production and consumption of services
occurs si- multaneously-customer
participation is required
-Implications: customers impact each other,
em- ployees impact outcome
6. Variability Services are variable and often unique -
rarely is a service delivered identically from
one customer to the next
-implications: mass producing services that
1/
7
, Ch 7 MKT 291 questions with verified answers
graded A+ rated
humas must deliver isn't possible, managing
customer sat- isfaction is harder, achieving
consistent service per- formance is hard
-MKT: train statt well, have precise
performance standards
2/
7
