Summary
Summary Services Marketing
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summary of the entire module "Services Marketing"
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Available practice questions
Services Marketing - all important definitions and concepts
Flashcards
131 Flashcards
$3.30
2 sales
Flashcards
131 Flashcards
$3.30
2 sales
Some examples from this set of practice questions
1.
5 Ws of MC planning
Answer: Who is the target audience? What do we need to communicate and achieve? How should we achieve this? Where should we communicate this? When do the communications need to take place?
2.
adapability
Answer: how adaptable the service delivery system is when the customer has special needs or requests that place demand on the process
3.
assurance
Answer: employee's knowledge and courtesy and their ability to inspire trust and confidence
4.
attributes of goods and services
Answer: search attributes, experience attributes, credence attributes
5.
benefits of e-commerce
Answer: low cost, wide distribution, customer convenience, quick customer feedback
6.
bundling
Answer: the practice of marketing two or more products and services in a single package
7.
cash discount
Answer: price reduction when bill paid promotly
8.
categories of services
Answer: people processing (tangible), possession processing (tangible), mental stimulus processing (intangible), information processing (intangible)
9.
characteristics of services
Answer: intangibility, inseparability, heterogeneity, perishability, non-ownership
10.
compatibility management
Answer: firms must target the right customer at the right times and shape behaviour (ensure that other customers are not negatively affected)
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