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Summary

Summary BEM 120 Chapters 1-4

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Summary of Marketing Management 120 (BEM 120) Chapters 1-4 according to the learning outcomes.

Last document update: 4 year ago

Preview 2 out of 25  pages

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  • Chapter 1, 2, 3 and 4
  • August 18, 2020
  • September 2, 2020
  • 25
  • 2020/2021
  • Summary
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Available practice questions

Flashcards 23 Flashcards
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Some examples from this set of practice questions

1.

Creating a strong company image can lower the risk perceived by a customer. What is this a solution to?

Answer: intangibility

2.

What does the reliability dimension of SERVQUAL refer to?

Answer: The ability to deliver the promised service dependably and accurately.

3.

\"Customer ______ can be defined as the pre-trial beliefs a customer has about the performance of a service, that are used as the standard or reference against which the service performance is judged.\"

Answer: expectations

4.

When a customer is provided with the opportunity to handle his/her banking transactions online through Internet banking as an alternative to waiting in the bank\'s branch, it is an example of what?

Answer: A complimentary service

5.

Customer expectations exist on 5 different levels. Which one of these 5 levels represent the customer\'s actual service expectation?

Answer: Predicted service

6.

What do customers use to evaluate a service?

Answer: Search qualities and Credence qualities

7.

\"The fact that services are often produced, delivered and consumed all at once refers to the ________ of services.\"

Answer: inseparability

8.

The ________ of the information refers to the ability of the information to reflect the realities of a specific situation.

Answer: accuracy

9.

\"When a dentist charges patients if they do not turn up for their appointments, it is an attempt by the doctor to compensate for _____.\"

Answer: The perishability of the service

10.

\"The ______ service level and the _____ service level are divided by the zone of tolerance.\"

Answer: adequate; desired

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