Service Marketing

What are the reasons for the growth of service marketing?

• Increase in globalization
• Rise in manufacturing industries
• Decrease in customer service expectations
• Growth in the use of technology

Marketing communications’ planner and strategist needs to understand _______ , _______ and ________ consumers access information, how they respond and the means by which this process can be effectively managed.

• how

• where

• when

• why

From Following which are Service Industries

• Banking & Insurance

• Health Club

• TATA Motors

• Reliance Fresh

• Uber

From Following which are Service Industries

• Banking & Insurance

• Reliance Fresh

• Heath Club

• Uber

• TATA Moters

Characteristics of Services are

• Intangible

• Inseparability

• Homogeneous

• Heterogeneity

• Tangible

The first step in developing a service blueprint is ____________.

• a. to reach a consensus on which activities are more important than others

• b. to identify all the key activities involved in creating and delivering the service

• c. to identify the links between a set of alternative service possibilities

• d. to identify the key employees who will be enacting the service blueprint

Below are the correct statements defining marketing communications in travel and tourism, EXCEPT:

• Marketing communications forms a key aspect of the delivery of tourism and hospitality services.

• Marketing communication was defined as the provision of information to a defined competitors.

• Marketing communications is a great deal more than simply about advertising.

• Indeed marketing communications forms its own sub-field of study within the discipline of marketing.

Tourism and hospitality share many important services marketing characteristics which have an impact on the ways in which they are marketed to potential consumers.

• True

• False

The firm's increased research orientation and enhanced upward communication

will assist the firm in decreasing which one of the following gaps?

• knowledge gap

• standards gap

• delivery gap

• communications gap

Offering a special product that no other business has is called

• matching the price that other competitors have on the same product

• a stock item

• a unique selling point

• a new product