Mkt 3351 - Study guides, Class notes & Summaries

Services MKT 3351 Exam 1 Questions And Answers Services - CORRECT ANSWER o Are deeds, processes, and performances provided, coproduced, or cocreated by one entity or person for and/or with another entity or person · Service sector - CORRECT ANSWER o All economic activities whose output is not a physical product or construction, is generally consumed at the time it is produced, and provides added value informs (such as convenience, amusement, timeliness, comfo...

MKT 3351 Services Marketing Key Terms Exam Questions And Answers Service Dominant Logic - CORRECT ANSWER A view that everything consists of service processes and that it is the outcomes of these processes that are most important. Expanded Services Marketing Mix - CORRECT ANSWER Goes beyond the original 4 Ps of Marketing to include the importance of People, Process, Productivity, and Physical Environment. Stages of Service Consumption - CORRECT ANSWER ...

MKT 3351 Final Exam-dino Questions and Answers in the simplest terms, _____________ are deeds, processes, and performances a. attributes b. experiences c. services d. goods e. benefits - ANSWER services the maintenance contract offered by Sears on Kenmore refrigerators, dishwashers, and microwaves is an example of a(n) a. service b. experience c. attribute d. good e. benefit - ANSWER service which of the following is an intangible component of a car repai...

MKT 3351 CH. 4 Exam Questions and Answers satisfaction vs service quality - ANSWER -two concepts are different in terms of their underlying causes and outcomes -satisfaction is broader -service quality focuses specifically on dimensions of service service quality - ANSWER -the customers judgement of overall excellence of the service provided in relation to the quality that was expected service quality assessments are formed on judgements of - ANSWER -outcome q...

MKT 3351 CH. 5 Exam Questions and Correct Answers key vehicle for understanding customer expectations and perceptions of services - ANSWER customer research the first step in designing service marketing research - ANSWER defining the problem and research objectives defining the problem and research objectives - ANSWER where the service marketer poses the questions to be answered or problems to be solved with research most common research ob...

MKT 3351 CH. 7 Exam Questions with Correct Answers service failure - ANSWER service performance that falls below a customers expectations in a way that leads to customer dissatisfaction service recovery - ANSWER actions taken by an organization in response to a service failure reasons failure occurs - ANSWER -service may be unavailable when promised -may be delivered too late or too slow -outcome may be incorrect or poorly executed -employees a...

MKT 3351-002 CH. 11 Exam Questions with Correct Answers Corporate culture - ANSWER The pattern of shared values and beliefs that give the members of an organization meaning, and provide them with the rules for behavior in the organization Culture - ANSWER The way we do things around here Service culture - ANSWER A culture where an appreciation for good customers is considered a natural way of life and one of the most important norms by everyone Good service ...