Test Bank For Services Marketing Concepts, Strategies, & Cases, 6th Edition by K.
Douglas HoffmanJohn E.G. Bateson All 1-15 Chapters Covered With Questions And
Verified Solutions With Detailed Rationales And Case Study.
, TABLE OF CONTENT
1. Part 1. An Overview of Services Marketing
2. Chapter 1. An Introduction to Services
3. 1-1. Introduction
4. 1-2. The Growing Dominance of Services
5. 1-3. The Anatomy of a Service
6. 1-3a. The Scale of Market Entities
7. 1-3b. The Economic Value of Transforming Goods into Services
8. 1-3c. The Molecular Model
9. 1-4. Creating and Managing Compelling Service Experiences
10. Lessons Learned
11. 1-4a. The Servuction Model: The Four Components of the Service Experience
12. 1-5. Why Study Services?
13. 1-5a. The Growth of the Global Service Economy
14. 1-5b. The Growth of the Global Service Labor Force
15. 1-5c. The Emergence of E-Service(s): Self-service Technologies, Robotics, and Artificial
Intelligence
16. 1-5d. Business for a Better World: Social Responsibility, Sustainability, and Transformative
Service Initiatives
17. Summary
18. Key Terms
19. Review Questions
20. Case 1. The Twins’ First Service Encounter
21. Chapter 2. The Fundamental Differences Between Goods and Services
22. 2-1. Introduction
23. 2-2. Intangibility: The Mother of All Differences
24. 2-2a. Marketing Challenges Created by Intangibility
25. 2-2b. Possible Solutions to Challenges Caused by Intangibility
26. 2-3. Inseparability: The Entanglements of the Service Experience
,27. 2-3a. Marketing Challenges Created by Inseparability
28. 2-3b. Possible Solutions to Challenges Created by Inseparability
29. 2-4. Heterogeneity: The Variability of Service Delivery
30. 2-4a. Marketing Challenges Created by Heterogeneity
31. 2-4b. Possible Solutions to Challenges Caused by Heterogeneity
32. 2-5. Perishability: Balancing Supply and Demand
33. 2-5a. Marketing Challenges Caused by Perishability
34. 2-5b. Possible Solutions to Challenges Created by Perishability
35. 2-6. The Relationship between Risk and Service Characteristics
36. 2-6a. Risk and Standardization
37. 2-6b. Coproducer Risk
38. 2-6c. Risk and Information
39. 2-7. Technology-based Solutions Relationship with Unique Service Characteristics
40. 2-7a. Technology-based Solutions and Intangibility
41. 2-7b. Technology-based Solutions and Inseparability
42. 2-7c. Technology-based Solutions and Heterogeneity
43. 2-7d. Technology-based Solutions and Perishability
44. Summary
45. Key Terms
46. Review Questions
47. Case 2. Quaker Steak & Lube: Making the Transition from Manufacturers to Service Providers
48. Chapter 3. Environmental, Social and Governance (ESG) and Ethical Issues in Services
Marketing
49. 3-1. Introduction
50. 3-2. Environmental Considerations: Climate Change and Environmental Impacts of Service
Firms
51. 3-2a. Environmental Considerations: Environmental Impacts of Service Firms
52. 3-3. Social Considerations
53. 3-3a. Social Consideration: The Loss of Manufacturing Jobs
54. 3-3b. Social Consideration: Paying Employees a Living Wage
55. 3-3c. Social Consideration: The Aging of the World’s Markets
56. 3-4. Governance Considerations
, 57. 3-4a.h’Governanceh’Considerations:h’Diversity
58. 3-4b.h’Governanceh’Considerations:h’Executiveh’Pay
59. 3-4c.h’Governanceh’Considerations:h’Conflictsh’ofh’Interest
60. 3-5.h’Serviceh’Marketersh’ash’Socialh’Enterprises
61. 3-6.h’Ethicalh’Considerationsh’forh’Servicesh’Marketers
62. 3-6a.h’Whath’Areh’Ethics?
63. 3-6b.h’Theh’Opportunityh’forh’Ethicalh’Misconducth’inh’Servicesh’Marketing
64. 3-6c.h’Issuesh’thath’Createh’Ethicalh’Conflict
65. 3-6d.h’Theh’Effectsh’ofh’Ethicalh’Misconduct
66. 3-6e.h’Controllingh’Ethicalh’Decisionh’Making
67. Summary
68. Keyh’Terms
69. Reviewh’Questions
70. Caseh’3.h’Starbucksh’Commitment—People,h’Planet,h’Coffee
71. Chapterh’4.h’Consumerh’Behaviorh’inh’Servicesh’Marketing
72. 4-1.h’Introduction
73. 4-2.h’Theh’Consumerh’Decisionh’Processh’Model:h’Anh’Overview
74. 4-2a.h’Theh’Prepurchaseh’Stage:h’Theh’Stimulus
75. 4-2b.h’Theh’Prepurchaseh’Stage:h’Problemh’Awareness
76. 4-2c.h’Theh’Prepurchaseh’Stage:h’Informationh’Search
77. 4-2d.h’Theh’Prepurchaseh’Stage:h’Evaluationh’ofh’Alternatives
78. 4-2e.h’Theh’Prepurchaseh’Stage:h’Considerationsh’forh’Serviceh’Marketers
79. 4-2f.h’Theh’Consumerh’Decisionh’Processh’Model:h’Theh’Consumptionh’Stage
80. 4-2g.h’Theh’Consumptionh’Stage:h’Considerationsh’forh’Servicesh’Marketers
81. 4-2h.h’Theh’Consumerh’Decisionh’Processh’Model:h’Theh’Posth’Purchaseh’Stage
82. 4.2i.h’Theh’Posth’Purchaseh’Stage:h’Satisfactionh’Models
83. 4.3.h’Consumerh’Decisionh’Making:h’Nonsystematich’Approaches
84. 4.4.h’Consumerh’Decisionh’Making:h’Specialh’Considerationsh’Pertainingh’toh’Ageingh’Consumers
85. 4.4a.h’Consumerh’Decisionh’Makingh’forh’65+
86. Summary
87. Keyh’Terms
Douglas HoffmanJohn E.G. Bateson All 1-15 Chapters Covered With Questions And
Verified Solutions With Detailed Rationales And Case Study.
, TABLE OF CONTENT
1. Part 1. An Overview of Services Marketing
2. Chapter 1. An Introduction to Services
3. 1-1. Introduction
4. 1-2. The Growing Dominance of Services
5. 1-3. The Anatomy of a Service
6. 1-3a. The Scale of Market Entities
7. 1-3b. The Economic Value of Transforming Goods into Services
8. 1-3c. The Molecular Model
9. 1-4. Creating and Managing Compelling Service Experiences
10. Lessons Learned
11. 1-4a. The Servuction Model: The Four Components of the Service Experience
12. 1-5. Why Study Services?
13. 1-5a. The Growth of the Global Service Economy
14. 1-5b. The Growth of the Global Service Labor Force
15. 1-5c. The Emergence of E-Service(s): Self-service Technologies, Robotics, and Artificial
Intelligence
16. 1-5d. Business for a Better World: Social Responsibility, Sustainability, and Transformative
Service Initiatives
17. Summary
18. Key Terms
19. Review Questions
20. Case 1. The Twins’ First Service Encounter
21. Chapter 2. The Fundamental Differences Between Goods and Services
22. 2-1. Introduction
23. 2-2. Intangibility: The Mother of All Differences
24. 2-2a. Marketing Challenges Created by Intangibility
25. 2-2b. Possible Solutions to Challenges Caused by Intangibility
26. 2-3. Inseparability: The Entanglements of the Service Experience
,27. 2-3a. Marketing Challenges Created by Inseparability
28. 2-3b. Possible Solutions to Challenges Created by Inseparability
29. 2-4. Heterogeneity: The Variability of Service Delivery
30. 2-4a. Marketing Challenges Created by Heterogeneity
31. 2-4b. Possible Solutions to Challenges Caused by Heterogeneity
32. 2-5. Perishability: Balancing Supply and Demand
33. 2-5a. Marketing Challenges Caused by Perishability
34. 2-5b. Possible Solutions to Challenges Created by Perishability
35. 2-6. The Relationship between Risk and Service Characteristics
36. 2-6a. Risk and Standardization
37. 2-6b. Coproducer Risk
38. 2-6c. Risk and Information
39. 2-7. Technology-based Solutions Relationship with Unique Service Characteristics
40. 2-7a. Technology-based Solutions and Intangibility
41. 2-7b. Technology-based Solutions and Inseparability
42. 2-7c. Technology-based Solutions and Heterogeneity
43. 2-7d. Technology-based Solutions and Perishability
44. Summary
45. Key Terms
46. Review Questions
47. Case 2. Quaker Steak & Lube: Making the Transition from Manufacturers to Service Providers
48. Chapter 3. Environmental, Social and Governance (ESG) and Ethical Issues in Services
Marketing
49. 3-1. Introduction
50. 3-2. Environmental Considerations: Climate Change and Environmental Impacts of Service
Firms
51. 3-2a. Environmental Considerations: Environmental Impacts of Service Firms
52. 3-3. Social Considerations
53. 3-3a. Social Consideration: The Loss of Manufacturing Jobs
54. 3-3b. Social Consideration: Paying Employees a Living Wage
55. 3-3c. Social Consideration: The Aging of the World’s Markets
56. 3-4. Governance Considerations
, 57. 3-4a.h’Governanceh’Considerations:h’Diversity
58. 3-4b.h’Governanceh’Considerations:h’Executiveh’Pay
59. 3-4c.h’Governanceh’Considerations:h’Conflictsh’ofh’Interest
60. 3-5.h’Serviceh’Marketersh’ash’Socialh’Enterprises
61. 3-6.h’Ethicalh’Considerationsh’forh’Servicesh’Marketers
62. 3-6a.h’Whath’Areh’Ethics?
63. 3-6b.h’Theh’Opportunityh’forh’Ethicalh’Misconducth’inh’Servicesh’Marketing
64. 3-6c.h’Issuesh’thath’Createh’Ethicalh’Conflict
65. 3-6d.h’Theh’Effectsh’ofh’Ethicalh’Misconduct
66. 3-6e.h’Controllingh’Ethicalh’Decisionh’Making
67. Summary
68. Keyh’Terms
69. Reviewh’Questions
70. Caseh’3.h’Starbucksh’Commitment—People,h’Planet,h’Coffee
71. Chapterh’4.h’Consumerh’Behaviorh’inh’Servicesh’Marketing
72. 4-1.h’Introduction
73. 4-2.h’Theh’Consumerh’Decisionh’Processh’Model:h’Anh’Overview
74. 4-2a.h’Theh’Prepurchaseh’Stage:h’Theh’Stimulus
75. 4-2b.h’Theh’Prepurchaseh’Stage:h’Problemh’Awareness
76. 4-2c.h’Theh’Prepurchaseh’Stage:h’Informationh’Search
77. 4-2d.h’Theh’Prepurchaseh’Stage:h’Evaluationh’ofh’Alternatives
78. 4-2e.h’Theh’Prepurchaseh’Stage:h’Considerationsh’forh’Serviceh’Marketers
79. 4-2f.h’Theh’Consumerh’Decisionh’Processh’Model:h’Theh’Consumptionh’Stage
80. 4-2g.h’Theh’Consumptionh’Stage:h’Considerationsh’forh’Servicesh’Marketers
81. 4-2h.h’Theh’Consumerh’Decisionh’Processh’Model:h’Theh’Posth’Purchaseh’Stage
82. 4.2i.h’Theh’Posth’Purchaseh’Stage:h’Satisfactionh’Models
83. 4.3.h’Consumerh’Decisionh’Making:h’Nonsystematich’Approaches
84. 4.4.h’Consumerh’Decisionh’Making:h’Specialh’Considerationsh’Pertainingh’toh’Ageingh’Consumers
85. 4.4a.h’Consumerh’Decisionh’Makingh’forh’65+
86. Summary
87. Keyh’Terms
