WGU D174 MARKETING MANAGEMENT
EXAM SCRIPT VERIFIED QUESTIONS AND
ANSWERS
◉ service profit chain
Answer: links service firm profits with employee and customer
satisfaction
◉ internal marketing
Answer: The treating of employees as customers and developing
systems and benefits that satisfy their needs to promote internal
service quality.
◉ search attributes
Answer: a type of attribute that describes aspects of a good or
service that a customer can determine prior to purchase
◉ experience attributes
Answer: a type of attribute that describes aspects of an offering
that can be evaluated only during or after consumption.
◉ credence attributes
, Answer: a type of attribute that describes aspects of an offering
for which customers cannot make a reasonable evaluation, even
after use.
◉ customer delight
Answer: The exceeding of customer expectations.
◉ delightful surprises
Answer: Built-in extras in service delivery not expected by the
customer
◉ moment of truth
Answer: The face-to-face time between customer and service
provider.
◉ tangibles
Answer: a dimension of service quality where the physical
evidence of a service, including the physical facilities, tools, and
equipment used to provide the service
◉ reliability
Answer: a dimension of service quality focused on the percentage
of time a product works without failure or stoppage.
◉ assurance
EXAM SCRIPT VERIFIED QUESTIONS AND
ANSWERS
◉ service profit chain
Answer: links service firm profits with employee and customer
satisfaction
◉ internal marketing
Answer: The treating of employees as customers and developing
systems and benefits that satisfy their needs to promote internal
service quality.
◉ search attributes
Answer: a type of attribute that describes aspects of a good or
service that a customer can determine prior to purchase
◉ experience attributes
Answer: a type of attribute that describes aspects of an offering
that can be evaluated only during or after consumption.
◉ credence attributes
, Answer: a type of attribute that describes aspects of an offering
for which customers cannot make a reasonable evaluation, even
after use.
◉ customer delight
Answer: The exceeding of customer expectations.
◉ delightful surprises
Answer: Built-in extras in service delivery not expected by the
customer
◉ moment of truth
Answer: The face-to-face time between customer and service
provider.
◉ tangibles
Answer: a dimension of service quality where the physical
evidence of a service, including the physical facilities, tools, and
equipment used to provide the service
◉ reliability
Answer: a dimension of service quality focused on the percentage
of time a product works without failure or stoppage.
◉ assurance
