marketing ch.12

Question 1

• The Four I’s of Service

Answer 1

intangibility, inconsistency, inseperability, inventory

Question 2

Intangibility of services

Answer 2

cant be held/touched

Question 3

inconsistency of services

Answer 3

depends on people who provide each time

Question 4

inseparability of services

Answer 4

consumer cant seperate the deliverer of the service from the service

Question 5

inventory of services

Answer 5

relative to idle production capacity

Question 6

idle production capacity

Answer 6

when the service provider is availible but no deamnd

Question 7

service continuum

Answer 7

range of product-dominant to service-dominant offerings

Question 8

Nonprofit orgs

Answer 8

excesses in revenue over expenses are not taxed or distributed to shareholders. money goes back into ogrs. treasury

Question 9

gap analysis

Answer 9

analyzing diff between consumer expectations and experience

Question 10

off peak priciing

Answer 10

consists of charging diff. prices during diffreent times of day or different days of the week to match variations in demand

Question 11

Internal Marketing

Answer 11

based on the notion that a service org. must focus on its employees or internal market before successful programs can be directed at customers.