When targeting users versus nonusers, which form of communication can be used more often with the former than the latter?
type 1 service staff
.
Which pricing strategy encourages the customer to expand his her dealings with the service provider quizlet?
Relationship pricing
encourages the customer to expand his or her dealings with the service provider. Charging customers different prices for essentially the same service is price discrimination.
What does the script perspective argue?
What does the script perspective argue? Rules, mostly determined by social and cultural variables,
exist to facilitate interactions in daily repetitive events
, including a variety of service experiences.
Which of the following represents the service characteristic that reflects the variation in consistency from one service transaction to the next?
The service characteristic that reflects the variation in consistency from one service transaction to the next is: ?
inseparability
.
When a lawyer feels a conflict between what she is asked to do and her own personality orientation or values she is experiencing _____ conflict?
Example: When a lawyer feels a conflict between what she is asked to do and her own personality, orientation or values she is experiencing
person/role conflict
.
Which of the following is not an example of an effective pricing strategy to use when the customer defines value as all that I get for all that I give?
Which of the following is NOT an example of an effective pricing strategy to use when the customer defines value as “All that I get for all that I give?”
Price Skimming
.
Which of the following is not one of the options customers take when they are dissatisfied with a service encounter?
Which of the following is NOT one of the options customers take when they are dissatisfied with a service encounter? …
Vent their anger on the service equipment.
Which of the following is not a criterion for effective price discrimination?
Which of the following is not a criterion for effective price discrimination? …
The segments should be identifiable, and a mechanism must exist to price them differently
.
Which sociological perspective argues that media images of the sexes communicate unrealistic stereotypical and limiting perceptions?
The __________sociological perspective
argues that media images of the sexes communicate unrealistic, stereotypical, and limiting perceptions.
What is service scripting?
A service script, as defined in this study, is
a detailed guide for front-line employees to follow during a service encounter
. … A script includes a predetermined set of specific words, phrases, and gestures, as well as other expectations for the employee to use during each step of the service process.
What are the four service characteristics?
- intangibility,
- inseparability,
- variability and.
- perishability.
What are the 5 characteristics of services?
- Lack of ownership.
- Intangibility.
- Inseparability.
- Perishability.
- Heterogeneity or Variability.
What are the 4 major differences between goods and services?
| Basis of Comparison Goods Services | Transfer of Ownership Possible Not Possible | Separable Goods can be separated from the seller Services cannot be separated from the service provider | Storage Goods can be stored Services cannot be stored | Perishable Not all goods are perishable Services are perishable |
|---|
What kind of service marketing should establish between employees and customers?
Interactive Marketing
Each significant interaction between an employee and a customer is known as a service encounter. Interactive marketing is important because it establishes both short-term and long-term satisfaction.
What is the first step in delivering high service quality?
One of the steps in the process for developing customer-defined standards is to provide feedback about performance to employees. In most service companies,the
marketing and operations functions
are seamlessly integrated to facilitate the development of service quality standards.
What are the issues and challenges in service marketing?
- INTANGIBILITY. Consumers can see and touch goods—they’re a physical product. …
- LACK OF OWNERSHIP. You can buy a product, take it home, own it for years, and perhaps even resell it. …
- PERISHABILITY. …
- HETEROGENEITY. …
- INTERACTIVITY.
