Which marketing refers to communication a firm uses to make promises to customers regarding service delivery?

In the services marketing triangle, _____ marketing refers to communications a firm uses to make promises to customers regarding service delivery.

All of the following could be classified as internal customers of a hospital EXCEPT:

According to the service profit chain:

there is a direct relationship between employee satisfaction and customer loyalty

The frontline service employees are referred to as:

Which type of conflict results from the fact that Sullins Cleaning requires its employees to wear uniforms?

A telephone order taker for a catalog retailer is expected to treat each customer with concern and courtesy and be willing to spend as much time as needed to get the order taken, while not leaving other customers waiting on hold for too long. The telephone order taker is likely to experience _____ tradeoff.

All of the following are service inclination skills EXCEPT:

clerical speed and accuracy

One of the potential costs in employee empowerment is:

By participating in the service delivery process, customers create _____ for themselves.

When Roberta gets her hair cut, she carefully explains to the hair stylist how she expects it to look once the haircut is finished. Roberta is playing the role of a:

contributor to quality and satisfaction

Customers are viewed as _____when they produce a service for themselves.

Which of the following is NOT a strategy for enhancing customer participation in the service process?

On site, customers require two kinds of orientation. They are place orientation and:

The process of managing multiple customer segments is called _____ management.

A service station that offers customers lower gasoline prices at a self-service pump compared to the prices at a full-service pump is:

The Detroit Tigers, a professional baseball team, prohibits the sale and consumption of alcohol in the "Family Section" of Tiger Stadium. The Detroit Tigers are:

managing the customer mix

The fundamental issue underlying supply and demand management in services is the lack of _____ capability.

At any given time, the lack of inventory capability in service firms can result in all of the following scenarios EXCEPT:

demand that is below minimum capacity

The marketing department at a well-known university has 11 full-time faculty members and 3 part-time faculty members. There are more than 400 marketing majors at this university. The primary constraint for offering a course in direct mail marketing would more than likely be:

Nine months after the terrorists' attacks on the World Trade Center and the Pentagon, maternity hospitals were filled to capacity as people who had been waiting for the right time to have children decided that there was no time like the present. The maternity hospitals experienced a(n):

random demand fluctuation

If you buy your tickets early for a live theater production in Rome, you'll pay about 30 percent less, than if you buy them on the day of the show. The lower price helps the early sale of tickets and guarantees the audience will be large enough...

Shelton Elementary School only needs its gymnasium from Monday through Friday. On the weekends it rents the facilities to an Upward Bound basketball program sponsored by a local church. By renting its facilities, the elementary school is:

adjusting capacity to match demand

Which of the following is a risk associated with the use of yield management?

Waiting time feels longer when customers:

All of the following examples are nonmonetary costs EXCEPT:

Initial consumer resistance to online bill paying resulted from a _____ cost in using a new service.

_____-based pricing is used when there are a small number of large service providers.

Which of the following is an example of competition-based pricing strategy?

Which of the following is NOT an effective pricing strategy to use when customers define value as "low price?”

Because most people like to get tattoos and body piercings on the weekends, a tattoo parlor in Portland, Maine, offers a reduced rate Monday to Thursday for all of its services. Prices on Friday and Saturday are 45 percent higher than they are during the rest of the week. The tattoo parlor is using a(n) _____ pricing strategy,

American Airlines BreakAAway fares offer travelers substantial savings on nonstop flights from Newark, New Jersey to Los Angeles from mid-August to mid-October. The round-trip airfare is $299 for customers who depart on Friday and return the following Monday or Tuesday. American Airlines is using a(n) _____ differential.

In a _____ pricing strategy, new services are introduced at high prices with large promotional expenditures.

The ROSQ approach would be appropriate for a service provider:

that was thinking of developing a home delivery service in addition to offering products at a central location

Executives most frequent questions about how to improve service quality are concerned with:

good investment and high return

_____ marketing is used by companies to prevent customer defection.

Which of the following has the strongest effect on a service provider's profits

The research exploring the relative importance of service dimensions on overall service quality or customer satisfaction has confirmed _____ as the most critical dimension.

The operational measures used within the balanced performance scorecard should be:

The comment card that is often found on the tables at a Wendy's fast-food restaurant asks about the customer's perceptions of the quality of the food, its cleanliness, and the friendliness of the employees. These questions are focusing on _____ in Wendy's balanced performance scorecard

customer perceptual measures

Many companies do not identify and act on the correct nonfinancial measures. One mistake the companies make is _______ that involves measuring complex phenomenon with one or two simple measures ...

not setting the right performance targets

Which marketing refers to communications a company uses to make service delivery promises to customers?

What is also referred to as delivering the promise in Service Marketing?

Is here where the promises made during external marketing are either kept or broken by employees?

What is the services marketing triangle?