Terms in this set (35)
Compared to tangible products, services:
More often are customized
The involvement of customers in the production of services is usually:
Greater than their involvement in product production.
At the point of contact with the service provider, the customer perceives the service and the channel as being:
The same thing.
All of the following are true for services as compared to goods except:
service costs are more standardized; therefore, pricing is easier
A concert is given for which 5,000 seats remain unsold. The impossibility of saving those seats for sale at another time is related to which characteristic of services?
A hotel chain talks about its great attention to detail in its ads, and in each room, it includes a small sewing kit with extra shirt and blouse buttons. In this case, the hotel chain is an example of:
Tangibility of services
Services and their providers are tied __________ products and their producers.
more tightly than
Generally services are:
More difficult to standardize than products.
Which of the following is not an example of customer involvement in services?
a customer choosing the red rather than the black motorcycle helmet
Which of the following is not an example of services that are tied directly to the providers of the service that is found in inseparability?
The salvage value of unsold services is:
The principle that the channel should be designed to maximize the sale of a service during its limited exposure to the target market is aimed at dealing with:
The perishability of services
It is the __________ of services that makes them more difficult to differentiate from each other than products.
According to the textbook, the retrenchment of Hyatt Legal Services was caused by:
A large scale organization attempting to handle non-routine legal services.
Which of the following is not usually cited as a characteristic that distinguishes services from products?
Tangibility of services
Business format franchising often is used in the marketing of services for all of the following reasons except:
A close business relationship between franchisee and franchisor is unnecessary.
Services account for about __________ of the gross national product in the U.S.
The problem of standardizing services is affected mostly by:
The high degree of labor intensity
Complete standardization of a service:
Is not possible.
Which of the following is not an example of services that can be highly customized?
Fast food restaurants
All of the following are services except:
Service providers, in effect, are:
Manufacturers and retailers combined.
Providers of executive search, taxi, health care and other highly customized services:
Face increased difficulty in the designing and operating channels.
The separability of a tangible product from its producer means that:
The product itself can counteract poor distribution.
The difference in approach and emphasis used to market services as opposed to tangible goods will be evident in the firm's:
All of the above
Because services do not exist apart from the provider of services, the customer perceives the service and the channel as being:
The same thing.
As a general rule, marketing channels for services tend to be __________ channels for products.
Which of the following is not a flow that is necessary for many services to move through marketing channels?
Franchises that include franchisee direction in such areas as marketing strategy, training, merchandise management, and quality control are usually referred to as:
Business format franchises.
__________ means that services cannot be produced in advance or in anticipation of customer needs.
Service sector firms employ more than __________ out of every five private sector workers in the U.S.
Customer involvement in providing services is __________ in shoe shines and __________ for haircuts.
Most small independent service providers such as doctors, auto mechanics, and shoe repairers use a __________ channel.
direct channel to consumers
In terms of being in tune with customer demand and enhancing customer appeal, the marketing of services is __________ the marketing of products.
the same as
Priceline.com, Orbitz, and Hotwire are all examples of:
Internet-based travel services.