10b- Services Marketing

Question 1

Service Challenge

Answer 1

-

Intangible, Inseparable, Variability, Perishable

Question 2

Intangible

Answer 2

P- services not easily displayed or communicated

S- Tangible cues, physical environment

Question 3

Inseparable

Answer 3

P- consumer and provider are part of service

S- People, care & quality, personal attention

Question 4

Variability

Answer 4

P- Serv. depend on provider, & when/where

S- process, standardization, training

Question 5

Perishable

Answer 5

P- serv. cannot be stored

S- predict demand fluctuation, balance supply & demand

Question 6

Determinants of Service Quality

Answer 6

Reliability, Assurance, Tangibles, Empathy, Responsiveness

Question 7

Reliability

Answer 7

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Question 8

Assurance

Answer 8

k

Question 9

Tangible

Answer 9

l

Question 10

Empathy

Answer 10

k

Question 11

Responsiveness

Answer 11

k

Question 12

Service Marketing & 7P’s

Answer 12

-
Marketing Mix (Product, Price, Place, Promotion)
+People, Process, Physical Environment

Question 13

Types of Front Line Service Emplyees

Answer 13

Servants Heart, Tiger, Kitten, Fox

Question 14

Servant’s Heart

Answer 14

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Question 15

Tiger

Answer 15

lk

Question 16

Kitten

Answer 16

k

Question 17

Fox

Answer 17

k