Marketing Management Paper 43

1

A problem encountered by service companies that change high-contact services into low contact services is that the






2

High-contact services include which of the following examples?






3

Consumers look closely at service quality when comparing competing services because






4

Consumers service expectations are influenced by advertising, word-of-mouth communication, and






5

Which one of the following is an intangible dominant product?






6

Beauticians find it difficult to market their product because the customer must be involved in the production of the product (i.e., the facial). This problem illustrates which one of the following unique features of services?






7

Kregger Rug Cleaning Service offers potential customers one room of carpet cleaned free. Kregger makes this offer in an effort to satisfy which one of the following quality areas for service?






8

After returning from a consultation with her accountant, Janice determined that the service she received was poor because the accountant was rude and abrupt. The aspects of the product that Janice assessed are called ------- qualities.






9

Which one of the following services is NOT labor intensive?






10

Which one of the promotion elements is probably the most powerful for services?






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