ST303- QUIZ

These are deeds, processes, and performances conducted for the purpose of generating revenue.

• Service

• Goods

• Products

• Service Providers

These are all human actors who play a part in service delivery and thus influence the buyer’s perception.

• Consumers

• People

• Service Providers

• Company

You are the key part of the delivery of this service as you have to be present at the correct time and enact your role in the service experience.

• Services Directed at People’s Tangible Possessions

• Services Directed at People’s Minds

• Directed at People’s Intangible PossServicesessions

• Services Directed at People’s Bodies

This enables both customers and employees to be more effective in getting and providing service.

• Machine

• Technology

• Self-Service

• Vehicles

•This happens because no two customers are precisely alike.

• Inseparability

• Intangibility

• Heterogeneity

• Perishability

What is another term for service encounters?

• Service Triangle

• Moments of truth

• Desired Service

• Hazard

A consulting firm introduces a new pricing model for its services. This would always be classified as a major radical innovation.

• TRUE

• FALSE

The customer pyramid places the least profitable customers at the top.

• TRUE

• FALSE

Customer retention is the primary goal of relationship marketing.

• TRUE

• FALSE

A gym owner decides to extend operating hours based on member feedback. This is an example of a service improvement.

• TRUE

• FALSE