Servicescape - Samenvattingen, Aantekeningen en Examens

Com 312 Test 1|51 Questions with Verified Answers Impression Management Theory - CORRECT ANSWER The idea that we consciously alter our appearance or adjust our behavior to create a desired impression on others Enviroment - CORRECT ANSWER Messages conveyed by environment and how they affect human interaction Chronemics - CORRECT ANSWER Perception of time, Individual sense of time. Proxemics - CORRECT ANSWER The study of the way humans use and communicate with space Physical appeara...

characteristics of services intangible, heterogeneous, simultaneous production and consumption, perishable intangibility services cannot be seen, tasted, felt, heard, or smelled before purchase -cannot be inventoried, so fluctuations in demand are hard to manage -not easy to patent, so can be copied -not easily displayed/communicated so may be hard for customers to assess 00:09 01:24 heterogeneity no two services will be alike because they are done by humans, and no...

The amount of control exerted by each member of the service triad is a function of the nature of the services provided. True or False? - ANSWERTRUE In the Technology-_________ service encounter both the customer and service provider have access to the same technology. A. free B. assisted C. facilitated D. mediated - ANSWERC. Facilitated The idea behind the service profit chain is... A. higher profitability leads to more productive employees, which leads to higher service quality. ...

The Customer gap correct answers difference between customer expectations and perceptions The provider gaps correct answers Gap 1 - The Listening Gap Gap 2 - The Service Design and Standards Gap Gap 3 - The Service Performance Gap Gap 4 - The Communication Gap Provider gap 1 correct answers not knowing what customers expect provider gap 2 correct answers not selecting the right service designs and standards provider gap 3 correct answers not delivering to service standards Prov...

Dit is een samenvatting van het vak service marketing die ik heb gevolgd onder de minor marketing v/n marketeers.

In deze samenvatting staat alles wat je moet weten voor het tentamen van M&O2. Zelf heb ik hier een 8,5 mee gehaald. Succes!

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 ...

Com 312 Test 1|51 Questions with Verified Answers Impression Management Theory - CORRECT ANSWER The idea that we consciously alter our appearance or adjust our behavior to create a desired impression on others Enviroment - CORRECT ANSWER Messages conveyed by environment and how they affect human interaction Chronemics - CORRECT ANSWER Perception of time, Individual sense of time. Proxemics - CORRECT ANSWER The study of the way humans use and communicate with space Physical appeara...

When performing a control chart pattern test, a worker will attempt to identify a(n) ____. - ANSWER run Which of the following statements describe the collection of variable data? Select all that apply. - determining the weight of soup in a can - determining if a product is defective or not defective - determining how long it takes a worker to assemble a product - determining if the product color is yellow or purple - ANSWER - determining the weight of soup in a can - determining how l...

MGMT 435 - Final Exam Study Guide Terms in this set (59) Servicescapes The physical environment of the supporting facility influences both customer and employee behavior and should be designed with an image and feel that is congruent with the service concept Typology of Servicescapes Self-service (customer only) Interpersonal services (both customer and employee) Remote service (employee only) Self-Service Operation Plays a central role in guiding customer behavior through t...