Service Marketing

Which of the following is not an element of physical evidence?

• Employee dress

• Employee training

• Equipment

• Facility design

..... is the difference between customer expectations and customer perceptions.

• Customer delight

• Customer satisfaction

• Customer gap

• Supplier gap

Which of the following is difficult to evaluate?

• Jewellery

• Auto repair

• Furniture

• Clothing

.......is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer's point of view.

• Front end planning

• Service blueprinting

• Service standardization

• None of the above

Product refers to...

• Where the product is sold

• The good/service the consumer purchase

• The price a consumer will pay for the product

• The way a consumer is made aware of the product

Price refers to...

• The actual amount paid for the product by the consumer

• The amount of profit that is made

• The discount price of a product

• The cost of the packaging of the product

Place refers to...

• Where the product is being delivered

• Where it is placed on the internet

• Where the consumer can buy the product

• The area of the store where the product is placed

Promotion refers to...

• The packaging of a product

• The colours of the product

• The after-sales service

• The way in which a consumer is made aware of a product

Promotion refers to...

• The packaging of a product

• The colours of the product

• The after-sales service

• The way in which a consumer is made aware of a product

Marketing segmentation is useful for

• Targeting existing clients

• Identifying prospects

• Knowing customers’ tastes

• All of these