MGT 103 Chapter 12 Exam Questions with Complete Solutions
5 views 0 purchase
Course
MGT103
Institution
MGT103
services - Answer-intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value
Four I's of Services - Answer-intangibility, inconsistency, inseparability, inventory
intangibility - Answer-The characteristic that a...
MGT 103 Chapter 12 Exam Questions
with Complete Solutions
services - Answer-intangible activities or benefits that an organization provides to satisfy
consumers' needs in exchange for money or something else of value
Four I's of Services - Answer-intangibility, inconsistency, inseparability, inventory
intangibility - Answer-The characteristic that a service is not physical and cannot be
perceived by the senses
- marketers try to make them tangible or show the benefits of using the service
inconsistency - Answer-The quality of a service is inconsistent and dependent on the
people who provide it
- organizations attempt to reduce inconsistency through standardization and training
inseperability - Answer-the inability of the production and consumption of a service to be
separated; consumers must be present during the production
inventory - Answer-unused service capacity from one time period cannot be stored for
future use
- inventory cost of a service is the cost of paying the person used to provide the service
(+ resources)
idle production capacity - Answer-when the service provider is available but there is no
demand for the service
service continuum - Answer-the range of product-dominant to service-dominant
offerings
Classifying Services - Answer-(1) Delivered by People or Equipment
(2) Delivered by Business Firms (For-profit) or Nonprofit Organizations
(3) Delivered by Government Agencies
Successful service organizations - Answer-must:
(1) understand how the consumer makes a service purchase decision
(2) understand how the consumer evaluates quality
(3) determine how to present a differential advantage relative to competing offerings.
The Purchase Process - Answer-- search properties (can be searched, know prior to
purchase)
- experience properties (discerned only after purchase or during consumption)
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller lectknancy. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $10.49. You're not tied to anything after your purchase.
