KEY TERMS OF INTRODUCTION, SERVICE CHARACTERISTICS, AND MANAGEMENT STRATEGIES IN MARKETING

Question 1

Marketing by a service firm that recognizes perceived service quality depends heavily on the quality of the buyer–seller interaction.

Answer 1

INTERACTIVE MARKETING

Question 2

Marketing by a service firm to train
effectively and motivate its customer-contact employees and all the supporting service people to work as a team to provide customer satisfaction

Answer 2

INTERNAL MARKETING

Question 3

The way a person or group views an
organization.

Answer 3

ORGANIZATION IMAGE

Question 4

It is used by a service firm to make its product more tangible to customers

Answer 4

PHYSICAL EVIDENCE

Question 5

It is a pricing method using price as a
means of matching demand with capacity.

Answer 5

REVENUE MANAGEMENT

Question 6

They are produced and consumed at
the same time and cannot be
separated from their providers,

Answer 6

Service inseparability

Question 7

they cannot be seen, tasted, felt,
heard, or smelled before they are
bought.

Answer 7

Service intangibility

Question 8

they cannot be stored for later use.

Answer 8

Service perishability