MKT202 - Quiz 1

The three broad categories of things processed in services are ____________, ____________, and ____________.

Customers being turned away or having to wait is an implication of which aspect of services?

An example of a service high in credence attribute is _____________.

The service operations system does not include ____________.

Which of the following is the best example of a determinant characteristic for airline travel?

Brand positioning can do all of the following except ____________.

Market analysis addresses all of the following factors EXCEPT ____________.

Which of the following is NOT a type of perceived risk in purchasing and using services?

The three additional Ps of services marketing that extend the original four Ps of marketing are:

It's a good idea for firms to try to appeal to all potential buyers in a market, as customer variety => full capacity.

The three stages in the consumer decision making process are:

The key concepts in the pre-purchase stage include all the following except:

A(n) ___ is one that a firm has selected from those in the broader market and may be defined based on many variables.

Which is not one of the reasons why the services sector is increasing in almost all countries around the world?

Time is of great importance in services so operations managers have to care about minimizing customer waiting time.

The two considerations used to categorize service are ____________ and ____________.

Failures are inevitable in service industries.

During the post-purchase stage, consumers may make satisfaction judgments that ___________ their experience.

In the theater metaphor, the elements include all but the following ____________.

A __ is composed of a group of buyers who share common characteristics, needs, or purchasing behavior.