Answer: Option E. -> Perishability Services cannot be stored. This describes the perishability characteristic of services. Perishability is used in marketing to describe the way in which a service capacity cannot be stored for sale in the future. Services cannot be stored, saved, returned, or resold once they have been used. Once rendered to a customer, the service is completely consumed and cannot be delivered to another customer.
Question 472. __________describes the employee’s skills in serving the client.
Answer: Option D. -> Interactive marketing Interactive marketing describes the employee’s skills in serving the client. Interactive marketing is a one to one marketing process that reacts and changes based on the actions of individual customers and prospects.
Answer: Option B. -> Self- Service Technologies SSTS refers to Self- Service Technologies. Self-Service Technologies (SSTs) are technological interfaces allowing customers to produce services independent of involvement of direct service employee.
Question 474. Examples of pure tangible goods include all of the following EXCEPT:
Answer: Option B. -> Tax preparation Examples of pure tangible goods include all of the following EXCEPT Tax preparation. Marketing a service or intangible product takes creativity because you are trying to sell something a customer cannot physically see, smell, touch or taste. Intangible products and services include things like insurance policies, tax preparation services and cell phone service contracts.
Question 475. _____________ 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.
Answer: Option D. -> Experience An experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event. Commodities are fungible, goods tangible, services intangible, and experiences memorable.
Question 476. In a services context, distribution embraces all of the following elements EXCEPT ___________.
Answer: Option A. -> core services flow In a services context, distribution embraces all of the following elements EXCEPT core services flow. Distribution is the process of making a product or service available for the consumer or business user who needs it.
Question 477. A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
Answer: Option B. -> service recovery A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a service recovery. Service Recovery is a theory that suggests that a customer who has a bad experience and receives a prompt, effective response to their issues will be a more loyal customer, than a customer who had no bad experience at all.
Answer: Option C. -> non-instrumental and ostensive Consumer complaints tend to be non-instrumental and ostensive. A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party".
Question 479. What are the five principle dimensions to judge service quality?
Answer: Option A. -> Reliability, responsiveness, assurance, empathy, tangibles Reliability, responsiveness, assurance, empathy and tangibles are the five principle dimensions to judge service quality.
Question 480. The difference between which two expectation standards is the zone of tolerance?
Answer: Option A. -> Desired service, adequate service The difference between Desired service and adequate service are two expectation standards is the zone of tolerance. The customer satisfaction will result as long as customer perception of service performance, fall in this zone of tolerance.