Marketing chapter 9

What refers to the idea that a customer cannot touch a service that is purchased?

• Inseparability

• Intangibility

• Perishability

• Non-Ownership

What refers to the idea that services cannot be stored for later usage as they are produced and consumed simultaneously?

• Inseparability

• Intangibility

• Perishability

• Variability

What refers to the idea that services may vary/differ from 1 encounter to the next because of the human element?

• Variability

• Intangibility

• Perishability

• Heterogeneity

(BLANK) refers to the fact that the purchase of a service does not result in ownership of anything. This is related to the idea that services are intangible.

True/False: A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything.

• True

• False

A flight from Johannesburg to Cape Town on FlySafair is an example of:

• Price

• Process

• Physical Evidence

• Product

Netflix subscription fees are an example of:

• Place

• Price

• Product

• Promotion

Hotels using celebrities to show off the hotel (Hilton Hotel), is an example of:

• Product

• Process

• Promotion

• Price

The hairdresser at the hair salon, cutting your hair, is an example of:

• Process

• Physical Evidence

• People

• Promotion