Which of the following is NOT a reason for the emerging growth and dependence of service-oriented economies in developing countries?

What are some ways to reduce variability in services?

In addition to training and technology, what is another way firms can reduce service variability?

Match the correct definition to the term.

Customer expectations are mainly based on their ______.

Match the correct term to the definition

What are the 5 ways to evaluate service quality?

Rel______

Res_____

Ass______

Em______

Tan______

Match the correct term to the definition

To deliver consistently high-quality service, firms must set specific, measurable goals based on_______________.

Group the correct ways to reduce these gaps

Group the ways that technology is augmenting human effort

The two ways of finding a fair solution are dis______ fairness and pro_____ fairness.

The key to fairness is _____.

Consumers can see and touch a product, such as a laptop computer, but cannot touch the financing program used to purchase the laptop. Services cannot be touched, tasted, or seen; they are _____.

When a dentist fills a cavity in a patient's tooth, there is the element of ______ that indicates the dentist should try to make the interaction as pleasant as possible since she must be present for the service.

The _______ gap reflects the difference between customers’ expectations and the firm’s perception of those customer expectations.

An airline employee is able to make a decision at the moment of assigning a passenger a seat at the gate when it is obvious the flier is in a wheel chair. The firm has ______ the employee by allowing him to move the passenger to first-class seating.

Customer ______ refers to human or mechanical activities undertaken by firms to help satisfy their customers' needs and wants.

Purchasing a cruise, for example, is different from purchasing an automobile, in that the cruise cannot be easily separated from the service providers such as the stewards and crew.

Purchasing a cruise, for example, is different from purchasing an automobile, in that the cruise is primarily tangible since the ship has cabins, excellent food, and recreational facilities

Technology and instrumental support are not rewards or service incentives.

Designating a reserved parking spot for the employee of the month is NOT a method by which managers can provide rewards and incentives to employees.

True or false: Service inconsistency cannot be reduced through training and standardization.

Service providers cannot inventory or stockpile things like haircuts during slow times to "sell later" when the facility is busy. This characteristic of services is called _____. 

Joanna learned from customer satisfaction surveys that diners in her restaurant wanted to be able to make substitutions. She has decided to allow substitutions but has not told all of the servers of this. Joanna is demonstrating a(n) _______  gap, causing her restaurant to provide a lower degree of service than she intends.

An important early step in providing good service is ______.

Joe owns a large retail company and wants to find out more about his customers' service expectations. Which one of the following is the best way for Joe to gain this insight?

Informal observation of a small portion of the company is not the best way to gain insight about customers' service expectations.

Customer service is best represented by which of the following statements? Customer service _______.

Match the correct term to the situation.

Jane has multiple managers at her retail job. It is company policy that customers cannot return items without a receipt, but sometimes managers will allow customers to receive store credit for their returns. One day a customer was irate that Jane would not allow a return for store credit because the manager on duty adhered to the company policy. The customer wrote a complaint about Jane to the corporate office. What needs to change about this situation?

True or false: Delivery gaps always result in a service failure.

In addition to empowering and rewarding service providers, as well as offering instrumental support, service managers are advised to ______ .

The marketing manager needs to communicate with customers and employees on an ongoing basis in order to understand buyers' expectations and to reduce the ______ gap.

Since service delivery is not always uniform, it is important for the provider to be sure to close the ______ gap and not promise more in their messages to buyers than they can deliver on a regular basis.

A travel agency has made several major mistakes in booking a trip to Greece and wants to make amends and try to retain customer loyalty. Which of the following would NOT be a good way for the travel agency to address the problem?

Often an otherwise horrible service delivery failure can be turned around and used to build customer loyalty. To do so, customers must be able to air their grievances and the firm must do what?

Customers' perception of the fairness of a solution relates to their perception of the ______ (benefits/costs) they received compared with the _______ (benefits/costs) they incurred.

Sally is having trouble deciding which college to attend. While the physical aspects of the schools—their buildings, classrooms, and libraries—are easy to judge, the quality of learning they offer is much more difficult to evaluate. It is this ______ of the purchase that makes marketing the service, a college education, complicated.

Susie decided to try a weight-loss program by Extreme Fit Foods that promised she could lose 15 pounds her first week. Susie followed the guidelines exactly and only lost 1 pound the first week. She is planning on canceling her membership and telling her other friends not to try Extreme Fit Foods. What mistake did Extreme Fit Foods make?

F______ relates to a customer’s perception of the benefits they received compared with the costs (inconvenience or loss).

Claire's accessory stores sell many girls their first pair of earrings along with the process of piercing their ears. The store tries to create an entire experience for the event, and both the customer and the store employee are integral to the process. Claire relies on the service attribute of ________  as an opportunity to involve the customer and increase perceived value.

The marketing metric used to evaluate if a firm is performing on the five service quality dimensions by finding the minimum level of acceptable service is ______

Pricing signals quality or a lack of quality.

Price is the most challenging of the four Ps to manage, partly because it is often the least understood.

Place is the most challenging of the four Ps to manage, partly because it is often the least understood.

The key to successful pricing is to match the product or service with the consumer’s _______________.

These are the 5 C's of pricing:

1. Com_______

2. Co_______

3. Company o_________

4. Cus_______

5. C_____ members

Company objectives and pricing strategy implications

Match the correct term to the definition

_____ is the most important C among the 5Cs

As people's income increases, demand will ...

Match the correct definitions to the terms

With an elastic price, the firm can increase its sales by lowering prices

With an inelastic price, the firm can increase its sales by lowering prices.

The greater the availability of substitute products, the higher the price elasticity of demand for any given product.

The greater the availability of substitute products, the lower the price elasticity of demand for any given product.

Match the correct term to the definition

Which method fits the best? "An approach that attempts to reflect how the firm wants consumers to interpret its products relative to the competitors’ offerings."

Which method fits the best? "Determines the final price to charge by starting with the cost, without recognizing the role that consumers or competitors’ prices play in the marketplace."

Which method fits the best? "A value-based method for setting prices that determines the total cost of owning the product over its useful life."

Which method fits the best? "Focuses on the overall value of the product offering as perceived by consumers, who determine value by comparing the benefits they expect the product to deliver with the sacrifice they will need to make to acquire the product."

EDLP stands for ____ _____ _____.

____-_____ pricing relies on the promotion of sales, during which prices are temporarily lowered to encourage purchases.

These are two new product pricing strategies:

1. Price ______

2. Market ______ pricing

Match the correct tactics to the definitions

A characteristic of price bundling is:

A characteristic of price lining is:

A characteristic of leader pricing is:

Firms typically use all of the following EXCEPT_____________to offer consumers price reductions

Seasonal discounts are designed to spur buyers into purchasing merchandise early.

When a firm sets a very low price for one or more of its products with the intent to drive its competition out of business, it is using __________.

Match the correct term to the definition

Match the term to the correct definition

Match the term to the definition

Match the term to the definition

For most products, demand increases as the price decreases. Because of this general trend, demand curves usually have a(n) 

Which strategy is used by firms that believe increasing volume of sales will help the firm more than increasing profits?

Which of the following are examples of monetary sacrifices included in the overall price?

Which of the following are pricing tactics used in B2B pricing?

Price discrimination is illegal under all conditions.

An example of a nonmonetary sacrifice made in acquiring a product or service is 

If a firm sells the same product to different resellers at different prices, it can be considered 

The types of strategies that could be implemented in a profit orientation strategy include which of the following?

A firm may set low prices to do which of the following?

The ratio of change in a price and its effect on the quantity of the product demanded is known as 

When referring to the change in the quantity of a product demanded by consumers because of a change in consumers' income, we are referring to the income effect.

Consumers' ability to replace other products with the focal brand is known as 

Variable costs ______ production volume.

Bilateral is considered as a level of competition.

True or false: Channel members can have different perspectives when it comes to strategies.

Pricing strategies are most often based on cost, value, or _____.

A company prices all of its products at twice what it cost to produce them. The company is using a value-based pricing method.

A company prices all of its products at twice what it costs to produce them. The company is using a cost-based pricing method.

The equation for price elasticity of demand is the percentage change in quantity demanded divided by percentage change in _____.

With the ______ pricing strategy, a company adopts retail prices that are typically somewhere between the product's regular price and the sharply discounted sale prices that competitors occasionally offer.

Setting the price for a new product is less difficult when other products like it are already being sold. This is true because 

Sosoft Company has increased the price of its hand soap, but sells it in a smaller bottle. This is an example of ______.

Price lining, price bundling, and leader pricing are examples of price tactics aimed at:

True or false: A firm with a primary objective of very high sales growth will have the same pricing strategy as a firm with a primary objective of being a quality leader.

______ are reductions retailers take on the initial selling price of the product or service.

An additional reduction in price offered as an incentive to retailers to order merchandise in advance of the normal buying season is called a _____(seasonal/quantity) discount

A price reduction offered to channel members for featuring the manufacturer's product in their IMC and promotional efforts is called a(n) _____ allowance

Which pricing tactic lowers the price below store cost?

Which of the following is not a type of price tactic typically aimed at consumers?

A firm sets extremely low prices for its products so that most customers will stop shopping elsewhere. This will cause other companies to go out of business and leave the firm with no more competition. The firm has engaged in ______.

Price fixing is the illegal tactic of cooperating with other firms to ____ (reduce/control) prices artificially. 

Logistics management DOES NOT involve the physical transportation of

Harry Rosen and their local suppliers recognize that it is in their mutual interest to be strategic partners, so they develop ______ to move the relationship forward.

A vertical system in which there is no common ownership and no contractual relationships, but the dominant channel member controls the relationship, is known as a(n) ______ vertical system.

Supply chain management includes: work-in-process inventory.

Supply chain management includes the storage of raw materials.

A product is made by a manufacturer and is then delivered to a given retailer. The route or pathway that the product takes to get from the manufacturer to the retailer is known as 

Computer chips called ______ tags read information about individual items or the contents of entire containers and automatically transmit it to a scanner.

A strategy implemented by a manufacturer in which the manufacturer focuses its promotional efforts on channel members to convince them to carry its product is known as a ________ (push/pull) strategy.

________ can ship merchandise directly to a retailer’s stores—direct store delivery—or to its distribution centres.

A _____ channel is the set of institutions that transfer the ownership of and move goods from the point of production to the point of consumption.

Match the correct strategy to the defintion

Match the correct intensity to the definition

A supply chain becomes more efficient when it can reduce the number of transactions within the chain. This makes it more convenient and less expensive to purchase merchandise from the consumers' perspective, thus adding _____.

Relationships in supply chains:

Which of the following is TRUE of an administered vertical marketing system?

Power in a marketing channel exists when one firm has the means or ability to dictate the actions of another member at a different level of distribution

Match the correct term to the definition

Successful strategic relationships require mutual _____, open _____, and common _____.

Supply chain management adds value by:

When marketing channels are closely aligned, conflicts _____:

The various members of a marketing channel attempt to satisfy their own objectives and maximize their own profits, often at the expense of other members, in:

A(n)______ vertical marketing system is one in which independent companies throughout the supply chain commit to their share of the work through signed agreements.

By developing and sharing forecasts and delivery schedules with their supply chain partners, Harry Rosen is demonstrating which element of managing strategic relationships.

An independent distribution channel is one in which:

A contractual vertical marketing system is one in which _______

Information flows:

Efficient supply chain management: increases a retailer's inventory turnover.

List the correct order for information flow

Match the correct definition to the term

Information stored in the data warehouse _______.

Information transmitted back and forth between retailers and vendors includes which of the following?

Vendor-managed inventory will minimizes effort for the business buyer

Vendor-managed inventory will improve communication between a retailer and a consumer

Information flows in five ways in ______ (supply/logistics) management. 

Just-in-time systems are also known as:

_______ management describes the integration of two or more activities to plan, implement, and control the efficient flow of raw materials, in-process inventory, and finished goods from the point of origin to the point of consumption.

Which of the following describes the use of a wireless network and portable devices that receive demand notifications to provide a speedy response?

One of the benefits of a JIT system is that it will _____ (increase/reduce) lead time.

Sony uses an _______ strategy to sell their products:

Functions performed by intermediaries includes:

All of the following are forms of vertical marketing systems EXCEPT:

Match the correct merchandise retailer to the description

What type of retailer concentrates on a limited number of complementary merchandise categories in relatively small stores?

What type of retailer offers an inconsistent assortment of merchandise at relatively low prices?

Rank the correct order for the wheel of retailing 

What are the factors of an effective omnichannel retailing ?

1. Integrated CRM

2. Supply ______

3. Pricing

4. Brand _____

Retailers need to provide a consistent _________across all channels, when developing a omnichannel strategy

list the correct communication process (communicating with consumers)

Which of the following is NOT considered a form of feedback?

steps in planning an imc campaign

Which of the following attempts to motivate the retailers to purchase one firm’s product, rather than the products of competitors?

Which budgeting method assumes communication expenses may not accomplish the company’s sales objectives?

match the correct limitation to the budgeting method

This type of media can be linked to detailed content, is highly flexible and interactive but allows for specific targeting.

What is the key benefit of public relations versus other forms of marketing communications?

What are the three types of social media?

1. Social _____ sites

2. Media-______ sites

3. ______ -sharing sites