Service Marketing

The "7 Ps" in the service marketing mix include:

• Product, Price, Promotion, Process, Profit, Physical Evidence, People

• Product, Price, Promotion, Place, People, Process, Physical Evidence

• Product, Price, Promotion, Process, Policy, People, Physical Evidence

• Product, Price, Promotion, Place, Positioning, People, Physical Evidence

Which element of the 7Ps focuses on the service delivery steps and customer experience?

• Product

• Process

• People

• Place

Word-of-mouth marketing is particularly important in services because:

• Services are tangible

• Services can be returned

• Customers rely on others’ experiences

• Services are sold online only

Services are _________, which means they cannot be touched, tasted, or seen before purchase.

The way a service is carried out from start to finish is called the _________ element of the marketing mix.

Which of the following is a characteristic of a service?

• It can be stored for future use

• It is always visible

• It cannot be touched

• It has a fixed shape

In service marketing, __________ refers to the employees who deliver the service and interact with customers.

Which of the following best describes service quality from a customer's point of view?

• The price charged for the service

• The appearance of the service provider

• The difference between customer expectations and actual service received

• The number of employees providing the service