100% satisfaction guarantee Immediately available after payment Both online and in PDF No strings attached
logo-home
MGT 103: Chapter 12 Questions And Answers $14.49   Add to cart

Exam (elaborations)

MGT 103: Chapter 12 Questions And Answers

 3 views  0 purchase
  • Course
  • MGT 103
  • Institution
  • MGT 103

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...

[Show more]

Preview 2 out of 8  pages

  • October 23, 2024
  • 8
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers
  • MGT 103
  • MGT 103
avatar-seller
UpperClass
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

The benefits of buying summaries with Stuvia:

Guaranteed quality through customer reviews

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

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

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 UpperClass. Stuvia facilitates payment to the seller.

Will I be stuck with a subscription?

No, you only buy these notes for $14.49. You're not tied to anything after your purchase.

Can Stuvia be trusted?

4.6 stars on Google & Trustpilot (+1000 reviews)

62890 documents were sold in the last 30 days

Founded in 2010, the go-to place to buy study notes for 14 years now

Start selling
$14.49
  • (0)
  Add to cart