Mar 4841 - Study guides, Class notes & Summaries
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MAR 4841 - Exam 3 Questions And Answers 2024
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MAR 4841 - Exam 3 Questions And Answers 2024 
Service Blueprinting - ANS-A tool for simultaneously depicting the service process, the points of 
customer contact, and the evidence of service from the customer's point of view 
What is a service blueprint? - ANS-Picture or map that portrays the customer experience and the 
service system 
Blueprint Components - ANS-Physical Evidence 
Customer Actions 
-----------------Line of interaction 
Visible Contact Employee Actions 
-----------------Line ...
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MAR 4841 Exam 1 || with 100% Verified Solutions.
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Customer Perceptions of Quality and Customer Satisfaction 
 
Factors Influencing customer satisfaction correct answers •Product/service quality 
 
•Specific product or service features 
 
•Consumer emotions 
 
•Attributions for service success or failure 
 
•Perceptions of equity or fairness 
 
•Other consumers, family members, and coworkers 
 
•Price 
 
•Personal factors 
 -the customer's mood or emotional state 
 -situational factors 
 
Outcomes of 
Customer Satisfaction cor...
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MAR 4841 Exam 2 || with 100% Error-free Solutions.
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criteria for effective research plan correct answers 1. includes both qualitative and quantitative research 
2. includes both expectations and perceptions 
3. balances research cost and value of information 
4. includes statistical validity 
5. measures priorities or importance of attributes 
6. occurs with appropriate frequency (ongoing) 
7. measures of loyalty, behavior intent, or actual behavior 
 
service research program correct answers the portfolio of research studies and types needed to...
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Mar 4841 chapter 16 integrated services marketing Questions With Correct Answers
- Exam (elaborations) • 6 pages • 2023
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Key reasons for service communication 
1. service intangibility 
2. management of service promises 
3. management of customer expectations 
4. customer education 
5. internal marketing communication 
 
-these five aspects of service intangibility make customers feel more uncertain about their purchases, and evidence indicates that the greater the risk that customers perceive in purchasing services, the more actively they will seek and rely on word of mouth communications to guide their choices. ...
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Mar 4841 chapter 16 integrated services marketing Questions With Correct Answers(SCORED A)
- Exam (elaborations) • 6 pages • 2023
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Key reasons for service communication - ANSWER1. service intangibility 
2. management of service promises 
3. management of customer expectations 
4. customer education 
5. internal marketing communication 
 
-these five aspects of service intangibility make customers feel more uncertain about their purchases, and evidence indicates that the greater the risk that customers perceive in purchasing services, the more actively they will seek and rely on word of mouth communications to guide their ch...
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