Services Marketing Ch. 1

When Dr. Norman travels, she always stays at a Hawks family hotel. She is brand loyal, and thinks that Hawks offers the best service. On this trip, Dr. Norman stayed at three different Hawks hotels. Customer service was excellent at two of the hotels, but at the last hotel, the person checking in guests was rude. Dr. Norman completes a comment card on each hotel, knowing that Hawks strives for excellent customer service. This scenario exemplifies which service characteristic?

• marketability

• variability

• inseparability

• intangibility

Which of the following is an example of services?

• Banking

• Hotels

• Telecom

• All of these

One of the service characteristics is ________________________________________

Traditional marketing mix does not include

• Product

• Pricing

• Programme

• Promotion

Which of the following is not a characteristic of a service?

• marketability

• variability

• inseparability

• intangibility

A dentist decides to offer teeth whitening services to a target market. The dentist’s marketers have to consider which characteristic of service in their marketing plan?

• inseparability

• Tangibility

• Uniform

• Last

_____________ are deeds (actions), processes and performances provided or coproduced by one entity or person for another entity or person.

• Products

• Processes

• Services

• Derived Services

–hospital, medical practice, dentistry, eye care are included in

• Hospitality Industry

• Heatlh Care Services

• Telecommunication services

• Transport services

•Industries or companies whose core product is service is called

• Service as a Product

• Customer service

• Derived Service

• Service Industries

The core offerings of hospitals, hotels, and banks are primarily deeds and performances and therefore, are _________________. 

• Attributes

• Experiences

• Goods

• Services