Services Marketing test #2 Brenton
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
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| Which of the following would be classified under generality in intangibility? | show 🗑
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| Service environments, also called _______ relate to the style and apperance of the physical surroundings and other experiential elements encountered by customers at service delivery sites. | show 🗑
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| The _____ complex a(n) _____ process becomes, the more powerful is its potential impact on _____. | show 🗑
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| show | Government regulations
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| show | Location
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| show | Maintain a list of prospective customer "resumes"
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| Examples of preparing customers for service encounters include: | show 🗑
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| Which of the following is NOT one of the four basic focus strategies? | show 🗑
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| show | Unpleasant; arousal
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| show | Information; consultation
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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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| show | Information and promotion flow, negotiation flow, and product flow.
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| show | distribution
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| show | Line of transference
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| show | approach; avoidance
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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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| Which of the following is one of the five categories of "flow" that the Internet facilitates? | show 🗑
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| In _____ services, where much of the firm's expertise is hidden, firms may need to illustrate equipment, procedures, and employee activities that are taking place _____. | show 🗑
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| The 2 dimensions of Russell's model of affect are _____ and _____. | show 🗑
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| show | To identify all key activities involved in creating and delivering the service.
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| show | Service Tiering
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| show | Low demand; high fixed costs
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| show | Increased profitability
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| show | The cost of service
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| Which of the following in NOT listed as a factor in favoring adoption of transnational strategies? | show 🗑
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| show | Reducing service demand through electronic tracking
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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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| show | (annual fee + sales + service fees + value of referrals)
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| show | (account management + cost of sales + write-offs)
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| show | (application fee + initial purchase)
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| show | (marketing + credit check + account set up)
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| show | Value of referrals
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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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| show | Analytical CRM
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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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| “Right customers” are not always | show 🗑
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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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| Apostle | show 🗑
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| show | Near Apostle
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| Social Bonds | show 🗑
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| Customized service for loyal customers | show 🗑
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| Structural Bonds | show 🗑
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| show | Structural Bonds
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| show | Discrete Transaction
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| show | Churn Alert System
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| show | Sales Force Automation
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| show | Dual Creation of Value
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| show | Data Collection
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| show | Data Analysis
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| Mining of customer data enables the firm to target its market – Goal to achieve one-to-one marketing and cost savings, often in the context of loyalty and retention programs – Results in increasing the ROI on its marketing expenditure | show 🗑
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| show | Call Center Automation
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| Provider Gap 2 | show 🗑
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| show | Service Blueprinting
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| show | HR Management, Operations Management, System Technology
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| Service Standards should be designed around | show 🗑
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| % of Customers Satisfied is a ______ ______ | show 🗑
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| Hard Standards and Measures | show 🗑
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| show | Soft Standards and Measures
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| show | Reinforcible and Measurable
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| Includes EVERYTHING in the Service Environment | show 🗑
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| show | Message-Creating Medium
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| show | Attention-Creating Medium
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| Use colors, textures, sounds, scents and spatial design to enhance desired service experience | show 🗑
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| show | Value Proposition
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| Direct, subjective, depending on how much individual likes or dislikes environment | show 🗑
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| show | Arousal
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| ________ amplifies the basic effect of pleasure | show 🗑
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| Play a vital role in maintaining and nurturing a corporate culture Help ensure service delivery, working relationships, employee trust, respect, and loyalty | show 🗑
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| _______ are the Service! | show 🗑
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| Interactive Marketing= | show 🗑
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| show | ACTUAL Marketing Efforts
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| show | Traditional Marketing Communication
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| Service Encounter | show 🗑
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| Employee Satisfaction in the Service Profit Chain is | show 🗑
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| Service Value in the Service Profit Chain produces | show 🗑
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| Organizations must instill “________________” in front line staff | show 🗑
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| Dilemma whether to follow company rules or to satisfy customer demands | show 🗑
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| Organization v. Client is Especially Prominent in Firms that are not _________ _________ | show 🗑
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| show | Surface Acting
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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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| show | Loss of Expertise & Constant Expense of Hiring & Training new workers
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| show | Office Space
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| In the Cycle of Mediocrity, Job responsibilities _________ and unimaginatively defined | show 🗑
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| show | MISTAKES
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| Worst Type of Employee | show 🗑
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| show | Profit Sharing/Stock Options
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Created by:
derekabc123