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MGT 103: Chapter 12 Questions And Answers
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MGT 103: Chapter 12 Questions And Answers idle production capacity when the service provider is available but there is no demand for the service service continuum the range of product-dominant to service-dominant offerings Classifying Services (1) Delivered by People or Equipment (2) Delive...

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  • October 23, 2024
  • 8
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

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  • mgt 103 chapter 12 questions and answers

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  • MGT 103
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MGT 103: Chapter 12 Questions And
Answers

idle production capacity when the service provider is available but there is no demand for

the service




service continuum the range of product-dominant to service-dominant offerings




Classifying Services (1) Delivered by People or Equipment


(2) Delivered by Business Firms (For-profit) or Nonprofit Organizations

(3) Delivered by Government Agencies




Successful service organizations 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 - search properties (can be searched, know prior to purchase)


- experience properties (discerned only after purchase or during consumption)

, MGT 103: Chapter 12 Questions And
Answers
- credence properties (characteristics consumer may find impossible to evaluate even after

purchase/consumption; more likely to turn to person sources of information/recommendations;

less price sensitive)




Assessing Service Quality a consumer primarily assesses service quality by comparing

expectations about a service offering to their actual experience with service




gap analysis a type of analysis that compares the differences between the consumer's

expectations about and experiences with a service based on dimensions of service quality




Five Dimensions of Service Quality reliability, tangibles, responsiveness, assurance,

empathy




customer contact audit a flowchart of the points of interaction between consumer and

service provider

- particularly important in high-contact services (hotels, educational institutions, automobile

rental agencies)

- serve as basis for developing relationship with customer

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