Service Marketing

A ______________________ is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything.

• Service

• Demand

• Need

• Physical object

Distinct characteristic of services is_____________

• Intangibility

• Inseparability

• Variability

• Perishability

All of the following are examples of services EXCEPT:

• banking.

• hotels and motels.

• tax preparation.

• computer software

Services are typically produced and consumed simultaneously. This is an example of the ________characteristic of services.

• Intangibility

• Variability

• Inseparability

• Simultaneously

Services can not be stored. This describes the ___________characteristic of services. a. Intangibility

• Variability

• Inseparability

• Inconsistency

• Perishability

Examples of pure tangible goods include all of the following EXCEPT:

• Soap.

• Tax preparation.

• Toothpaste.

• salt

__________describes the employees skills in serving the client.

• Internal Marketing

• External Marketing

• Relationship marketing

• Interactive marketing

_____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.

• Hybrid offer

• Core service

• Augmented or ancillary product

• Experience

Top firms audit service performance by collecting_________measurements to probe customer satisfiers and dissatisfiers.

• Customer satisfier

• Customer complaint

• Voice of the customer

• Psychological

The services a customer expects are called the ______service package

• Expected

• Augmented

• Primary

• Secondary