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Week 1 - Services Marketing > Week 1 > Flashcards

Week 1 Flashcards

1
Q

What is the largest service industry?

A

Property and business services

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2
Q

How much of the economy’s output did property and business services account for over 2000-2001?

A

14%

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3
Q

What is the economy’s largest employer?

A

Retail Trade

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4
Q

How many jobs does retail trade account for?

A

1.3 million or 15%

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5
Q

What are 3 examples of business services?

A

Engineering, legal services, insurance

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6
Q

What is the order of value creation ?

A

Choose the value, create the value, communicate the value

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7
Q

What are 3 examples of customer service?

A

Restaurant, airline, medical

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8
Q

What is service dominant logic?

A

A unified understanding of the purpose and nature of organisations, makers and society

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9
Q

What is tangible and intangible?

A

Tangible - touch, feel and posess

Intangible - experience

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10
Q

What are 3 tangible services

A

Fast food resturant, house, soft drink

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11
Q

What are 3 intangible services?

A

Theatre, hotel, teaching

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12
Q

What is the hollowing out effect?

A

The shift in emplyment patterns in industry economy’s

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13
Q

What industries are moving towards completing deregulation?

A

Telecommunications, health and airline

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14
Q

What is changing our online shopping experience?

A

Chatbots

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15
Q

What is the definition of services marketing?

A

Taking action to create value for someone else.

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16
Q

What are the 3 service as a system steps?

A

Service operations
Service delivery
Service marketing

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17
Q

 What falls under service operations?

A

Physical facilities, equipment, and other tangibles. 

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18
Q

What is service delivery system?

A

Where when and how the service product is delivered to the Customer. 

19
Q

what Falls under service marketing systems?

A

All the ways in which the customer may encounter and learn about the service organisation 

20
Q

What is the difference between high contact and low contact services?

A

High contact services involve close interactions between Customer and business.

Low contact services involves little to no contact between customers and the business. 

21
Q

What are three high contact services examples?

A

Hotels, airlines, restaurants.

22
Q

What are three low contact service examples?

A

Banks, Internet providers, online shops

23
Q

What are the three stages of service consumption. 

A

Pre-purchase, purchase, post purchase

24
Q

What is information search?

A

Internal - past knowledge

External - word-of-mouth and reviews

25
Q

Who came up with the cultural Dimensions theory?

A

Geert Hofstede

26
Q

Name the six cultural dimensions from Geert hofstedes theory.

A 
Power distance
 Uncertainty avoidance
 Individualism and collectivism
Masculinity and femininity
Pragmativ and Normative
Indulgence and restraint
27
Q

Name three strategies for risk reduction

A

Seek more information
Look for guarantees and warranties
Search the web

28
Q

What are the three service encounters?

A

High contact
Medium contact
Low contact

29
Q

What are mood states?

A

The type of mood Customer or employee may be in which can affect the type of service delivered.

30
Q

Why is it important to search for competitive advantage?

A

A business must set it self apart from any competition, promoting it self as the best provider.

31
Q

What are the two basic focus strategies for services?

A

Focused and unfocused

32
Q

What does focused service strategies mean?

A

Business offers a narrow range of products/services

33
Q

What does unfocused service strategies mean?

A

The business offers a wide range of services and products to cater a broad range of markets. 

34
Q

What are the four defining and profiling variables?

A

Demographic
Geographical
Psychographical
Behavioural

35
Q

What are three demographic variables?

A

Age, race, religion

36
Q

What are three geographical variables?

A

Countries, regions, cities

37
Q

What are three psychographical variables?

A

Social class, lifestyle, personality

38
Q

What are three behavioural variables?

A

Knowledge, attitude, usage

39
Q

What is emotional marketing?

A

When companies add emotion into their ads and promotions to make you feel a certain way and entice you to purchase.

40
Q

Three stages of the successful positioning strategy

A

Points of parity
Points of contention
Points of difference

41
Q

What does B2C stand for?

A

Business to Customer

42
Q

What does B2B stand for?

A

Business to business

43
Q

What sort of business is B2C?

A

Smaller scale/personal purchases

44
Q

What sort of business is B2B?

A

Larger scale/commercial purchases

Week 1 - Services Marketing (1 decks)

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