Chapter 2

These are definition of Service Culture, EXCEPT...

• The service culture focuses on serving and satisfying the customer.

• The service culture has to start with top management and flow down.

• A system of values and beliefs in an organization that reinforces the idea that providing the customer with quality service is the principal concern of the business

• Management beliefs in marketing effort

Four characteristics of Service Marketing are...

• Perishable, Personalize, Intangible, Variability

• Perishable, Variability, Intangible, Inseparability

• Personalize, Variability, Tangible, Inseparability

• Personalize, Perishable, Variability, Tangible

Intangibility means.....

• Services cannot be seen, tasted, felt, heard, or smelled before they are purchased.

• Produced and consumed at the same time

• Service quality depends on who provides the services and when and where they are provided.

• Services cannot be stored

Perishability means...

• Depends on the service provider’s skills and performance at the time of the exchange.

• Services cannot be stored

• Hospitality products are first sold and then produced and consumed at the same time.

• A 100-room hotel that sells only 60 rooms on a particular night cannot inventory the 40 unused rooms and then sell 140 rooms the next night. Revenue lost from not selling those 40 rooms is gone forever

Types of marketing are....

• Internal, external and social marketing

• Internal. external and marketing mix

• Internal marketing, external marketing & interactive marketing

• Product, price, promotion and place