Chapter 10

Question 1

What is reliability

Answer 1

The ability to perform the promised service dependably and accurately—the first time.

Question 2

what is assurance

Answer 2

Providing the service with competence, courtesy, credibility, respect, and security.

Question 3

What is Tangibles

Answer 3

The appearance of physical facilities, equipment, and personnel.

Question 4

What is empathy

Answer 4

Providing easy access, clear communication, and listening to understand customer needs.

Question 5

what is Responsiveness

Answer 5

Helping customers promptly.

Question 6

Intangible service challenge

Problem and solution

Answer 6

Problem:
Services cannot easily be displayed or communicated

Solution: Tangible cues
Physical environment

Question 7

Inseparable service challenge

Problem and solution

Answer 7

Problem:Consumer and provider are part of the service

Solution: People, Care and quality,
Personal attention

Question 8

Variability service challenge

Problem and solution

Answer 8

Problem:Services depend on who provides them and when and where they are provided

Solution: Process, Standardization, Training

Question 9

Perishable service challenge

Problem and solution

Answer 9

Problem:Services cannot be stored

Solution: Predict demand fluctuation, Balance supply and demand

Question 10

What are the 4 types of service providers

Answer 10

servants heart
tiger
kitten
fox

Question 11

Servants heart

Answer 11

High service quality, low service productivity

Question 12

Tiger

Answer 12

High service quality, high service productivity

Question 13

Kitten

Answer 13

Low service quality, low service productivity

Question 14

Fox

Answer 14

Low service quality, High service productivity

Question 15

7 p’s of marketing strategy

Answer 15

Price, promotion, place, product, people, process, physical envirionment