Chapter 12 Flashcards
Which of the following is NOT an example of a service
desktop publishing software
A consumer’s level of satisfaction with the assistance that a sales representative provides is an example of
experience quality
Providing a service for the lowest price is an example of
search quality
The term ________ refers to the inherent variability of services and service providers
HETEROgenity
The term ________ refers to services in which the consumer is actually involved in the production of the service
inseparbility
The ________ model helps managers identify the source of quality problems and understand how service quality can be improved
gap
Skilled employees who treat customers with respect and make customers feel that they can trust them exemplify
assurance
The ________ of a service include physical facilities, tool, and equipment used to provide the service
tangibles
Employees who recognize customers and learn their specific requirements are practicing
empathy
In the hotel industry, the overnight rental of a bedroom constitutes the
core service
Factors to consider in the distribution strategy of service organizations include all of the following EXCEPT
customization
The ________ strategy uses technology to deliver customized services to each consumer
mass customization
The ________ pricing method offers varying prices that depend on the market segment’s ability to pay
patronage oriented
An effective way to ensure the happiness of service employees is
internal
Which of the following is an example of a nonprofit organization
tamucc
