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Test Bank for Essentials of Services Marketing, 4th Edition by Jochen Wirtz
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Test Bank for Essentials of Services Marketing, 4th Edition by Jochen Wirtz
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Services Marketing Ch 4Study online at https://quizlet.com/_80uni
1. Core product : Consists of two components, the core product and supplementary services.
2. Services "Product" : A core set of benefits and solutions delivered to customers. For example in healthcare the core product may be the restoration of the body back to an optimum condition.
3. Supplementary services : A service related activity that augments the core product by facilitating its use and enhancing it's value and appeal.
4. The value proposition of the service needs to combine these three compo-
nents...: The core product, supplementary services, and delivery process
5. These four elements surround the delivery process of the core product : The nature of the process - people processing, information processing, etc.
Customer's role
Scheduling
Service level - what level and style of service
6. Flower of Service : The core product surrounded by a cluster of supplementary services, i.e., information, consultation, ordertaking, hospitality, safekeeping, excep-
tions, billing, payment.
7. Two kinds of supplementary services : Facilitating supplementary services - needed for service delivery or help in use of core product
Enhancing supplementary services - add extra value for the customer
8. Facilitating services : Information
Order-taking
Billing
Payment
9. Enhancing services : Consultation
Hospitality
Safekeeping
Exceptions
10. Information: Direction service site
Schedules/service hours
Prices
Reminders
Warnings
Conditions of sale/service
Notification of changes
Documentation
Confirmation of reservations
Summaries of account activities
Receipts and tickets Services Marketing Ch 4
Study online at https://quizlet.com/_80uni
11. Ways of providing information : Front-line employee, printed notices, brochures, instruction books, videos or software driven tutorials, touchscreen video displays, company websites.
12. Order-taking : Applications
Order entry
Reservations and check-in
13. Billing: Periodic statements of account activity
Invoices for individual transactions
Verbal statements of amount due
Self billing
Machine display of amount due
14. Payment: Self-service - examples include inserting a card, cash, or token into a machine, electronic funds transfer, mail check, enter credit card number online.
Direct to payee or intermediary - cash handling, check handling, credit/charge/debit card handling, coupon redemption.
Automatic deductions from financial deposits - automated systems, human systems
15. Consultation : Customized advice
Personal counseling
Tutoring/training in product use
Management or technical consulting
16. Hospitality: Greeting
Food and beverages
Toilets and wash rooms
Waiting facilities and amenities - Lounges, waiting rooms, seating - weather protec-
tion - Magazines, entertainment, newspapers
Transport
Security
17. Safekeeping - caring for possessions customer bring with them : Childcare, pet care
Parking for vehicles, valet parking
Coatrooms
Baggage handling
Storage space
Safe deposit boxes
Security personnel
18. Safekeeping - caring for goods purchased (Or rented) by customers : Pack-
aging
Pick up
Transportation and delivery
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