Services Marketing test #2 Brenton
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| show | An Airline Seat
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| show | Servicescapes
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| show | more; cognitive; affect
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| Market analysis addresses all of the following factors EXCEPT _____. | show 🗑
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| show | Location
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| Which of the following is NOT one of the four steps in managing customers as partial employees? | show 🗑
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| show | Sending reminders of dental appointments, billing customers for services rendered, printing dress code requests on invitations, and printing guidelines on customer cards.
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| show | Competitor focused
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| show | Unpleasant; arousal
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| _____ and _____ represent important ways to add value to a product. | show 🗑
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| The line of _____ divides front-stage activities from backstage activities. | show 🗑
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| Franchisors usually seek to exercise control over all aspects of the service performance through tightly defined _____. | show 🗑
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| Service blueprints _____, and how these are supported by backstage activities and systems. | show 🗑
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| What three interrelates elements does distribution embrace in a typical sales cycle? | show 🗑
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| show | distribution
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| Which of the following is NOT a key component of a service blueprint? | show 🗑
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| In environmental psychology the typical outcome variable is ______ or _____ of an environment. | show 🗑
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| show | Club Med
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| Which of the following is the best example of a determinant characteristic for airline travel? | show 🗑
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| show | Negotiation
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| show | low-contact; front-stage
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| The 2 dimensions of Russell's model of affect are _____ and _____. | show 🗑
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| The first step in developing a service blueprint is _____. | show 🗑
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| _____, refers to an explicit form of positioning strategy that is based upon offering several price-based classes of service concept, each based on packaging a distince level of service performance across many attributes. | show 🗑
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| _____ outside peak demand periods poses a serious problem for service industries with _____, like hotels. | show 🗑
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| Service process redesign efforts typically focus on achieving all EXCEPT which of the following? | show 🗑
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| The same individuals may set different priorities for attributes according to all EXCEPT which of the following? | show 🗑
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| show | Language drivers
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| Which of the following is NOT a communication task for which marketers use the Internet? | show 🗑
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| Which of the following is NOT a common educational and promotional objective in service settings? | show 🗑
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| Which of the following is an ambient condition? | show 🗑
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| show | Net Present Value
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| Projected Annual Revenues | show 🗑
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| show | (account management + cost of sales + write-offs)
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| Acquisition Revenues | show 🗑
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| show | (marketing + credit check + account set up)
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| % of Customers Influenced by other Customers | show 🗑
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| Form of marketing developed from direct response marketing campaigns conducted in the 1970s and 1980s which emphasizes customer retention and satisfaction, rather than a dominant focus on point-of-sale transactions. | show 🗑
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| provides support to "front office" business processes, e.g. to sales, marketing and service staff. Interactions with customers are generally stored in customers' contact histories, and staff can retrieve customer information as necessary. | show 🗑
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| makes heavy use of data mining and other techniques to produce useful results for decision-making. | show 🗑
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| show | Sales Intelligence CRM
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| show | Campaign Management
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| ultimate goal is to use information collected by all departments to improve the quality of services provided by the company | show 🗑
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| Bucket Theory of Marketing | show 🗑
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| show | Highest Spenders
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| show | Platinum Gold Iron Lead
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| Action for Lead Customer | show 🗑
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| Action for Gold Customer | show 🗑
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| Action for Platinum Customer | show 🗑
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| show | Gold Customer
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| show | Terrorist
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| show | High Satisfaction, High Retention
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| In the Zone of Indifference but High Retention | show 🗑
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| show | Based on personal relationships between providers and customers
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| Customized service for loyal customers | show 🗑
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| show | Stimulate loyalty through structural relationships between provider and customer
Joint investments in projects and sharing of information, processes and equipment
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| Airlines—SMS check-in, SMS e-mail alerts for flight arrival and departure times | show 🗑
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| show | Discrete Transaction
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| Monitor activity in individual customer accounts to predict impending customer switching Proactive detention efforts—send voucher, customer service representative calls customer | show 🗑
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| show | Sales Force Automation
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| show | Dual Creation of Value
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| Customer data such as contact details, demographics, purchasing history, service preferences, and the like | show 🗑
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| show | Data Analysis
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| show | Marketing Automation
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| Call center staff have customer information at their fingertips & can improve their service levels to all customers Caller ID and account numbers allow call centers to id the customer tier the caller belongs to, and to tailor the service accordingly | show 🗑
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| Provider Gap 2 | show 🗑
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| A technique for simultaneously depicting the service process, points of customer contact, and evidence of service from the customer's point of view | show 🗑
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| Service Blueprint can be used by | show 🗑
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| show | Customer Expectations
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| show | SOFT MEASURE
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| Hard Standards and Measures | show 🗑
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| show | Soft Standards and Measures
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| Specific Concrete Requirements are _______ & _______ | show 🗑
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| show | Servicescape
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| Symbolic cues to communicate the distinctive nature and quality of the service experience | show 🗑
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| Make servicescape stand out from competition and attract customers from target segments | show 🗑
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| Use colors, textures, sounds, scents and spatial design to enhance desired service experience | show 🗑
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| Servicescapes form a core part of the ______ ______ | show 🗑
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| show | Pleasure
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| How stimulated individual feels, depends largely on information rate or load of an environment | show 🗑
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| show | AROUSAL
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| show | Internal Marketing
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| _______ are the Service! | show 🗑
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| Interactive Marketing= | show 🗑
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| External Marketing= | show 🗑
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| Domino's: 30 minutes or its free! is an example of: | show 🗑
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| show | Reliability, responsiveness, empathy, assurance, tangibles, recovery, flexibility
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| show | EXTERNAL
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| show | CUSTOMER SATISFACTION
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| Organizations must instill “________________” in front line staff | show 🗑
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| show | Organization v. Client
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| Organization v. Client is Especially Prominent in Firms that are not _________ _________ | show 🗑
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| simulate emotions they don’t actually feel | show 🗑
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| psych themselves into experiencing desired emotion, perhaps by imagining how customer is feeling | show 🗑
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| Employee Satisfaction= | show 🗑
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| Paying Min. Wage can Result in added cost due to (2) | show 🗑
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| show | Office Space
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| show | NARROWLY
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| show | MISTAKES
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| Worst Type of Employee | show 🗑
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| Highest Form of Employee Involvement | show 🗑
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Created by:
derekabc123