TYBMS Internals Revision

Services are ___________ in nature.

• Tangible

•  Homogenous

• Storable

•  Intangible

Services Marketing Triangle was developed by ___________.

• Philip Kotler

•  Christopher Lovelock

•  Christian Gronroos

•  William Bieveridge

 __________ is a high contact service.

•  ATM

•  Teaching

•  Call Centre

•  e-shopping

 ________ is an example of companies offering tangible goods.

•  Airlines

•  Toothpaste

•  Restaurant

•  Consultancy

 _________ is a reason for the growth of services in India.

•  Changing role of Women

•  Joint Families

•  Agriculture

•  Rigid government policies

 Service encounter is also known as ___________.

•  Service recovery

•  Service reliability

•  Moment of truth

•  Service flexibility

 ____________ is a heighted state of awareness that motivates consumers to seek out, attend to, and think about product information prior to purchase.

•  Customer Involvement

•  Communication Involvement

•  Management Involvement

•  Employee Involvement

 Changes in the financial policies of the government is a part of ___________ environment.

•  Social

•  Demographic

•  Technological

•  Economic

 _______________ positioning is based on the performance and the efficiency of the firm.

•  Leadership

•  Service benefits

•  Excellence

• Competitive

 Under _________ buying behaviour consumer makes a thoughtful choice

•  Dissonance-Reducing

•  Habitual

•  Variety Seeking

•  Complex