UGA MARK 3000 FINAL EXAM |64
QUESTIONS AND ANSWERS
service - -intangible, inseparable, heterogeneous, perishable
any intangible offering that involves a deed, performance, or effort that
cannot be physically possessed; intangible customer benefits that are
produced by people or machines and cannot be separated from the producer
- customer service - -specifically refers to human or mechanical activities
firms undertake to help satisfy their customers' needs and wants
- intangible - -a characteristic of a service; it cannot be touched, tasted, or
seen like a pure product can
- inseparable - -a characteristic of a service; it is produced and consumed at
the same time
- heterogeneity - -as it refers to the differences between the marketing of
products and services the delivery of services is more variable
- perishability - -a characteristic of a service; it cannot be stored for future
use
- service gap - -results when a service fails to meet the expectations that
customers have about how it should be delivered.
- knowledge gap - -a type of service gap; reflects the difference between
customers' expectations and the firm's perception of those expectations
- standards gap - -a type of service gap; pertains to the difference between
the firm's perceptions of customers' expectations and the service standards
it sets
- delivery gap - -a type of service gap; the difference between the firm's
service standards and the actual service it provides to customers
- communication gap - -refers to the difference between the actual service
provided to customers and the service that the firm's promotion program
promises
- the service quality - -customers' perceptions of how well a service meets
or exceeds their expectations
, - 5 service dimensions - -reliability
responsiveness
assurance
empathy
tangibles
- Voice of customer (VOC) program - -an ongoing marketing research
system that collects customer inputs and integrates them into managerial
decisions
- distributive fairness - -pertains to a customer's perception of the benefits
he or she received compared with the costs (inconvenience or loss) that
resulted from a service failure
- procedural fairness - -refers to the customer's perception of the fairness of
the process used to resolve complaints about service
- globalization - -refers to the processes by which goods, services, capital,
people, info, and ides flow across national borders
- trade deficit - -results when a country imports more goods than it exports
- trade surplus - -resluts when a country has a hihger level of exports than
imports
- GDP - -defined as the market value of the goods and services produced by
a ocuntry in a year; the most widely used standardized measure of output
- gross national income (GNI) - -consists of GDP plus the net income earned
from investments abroad (minus any payments made ot non residents who
contribute to the domestic economy)
- puchasing power parity(PPP) - -the theory states that if the exchange rates
of two countries are in equilibrium, a product purchased in one will cost the
same in the other, expressed in the same currency
- infrastructure - -the basic facilities, services, and installations needed for a
community or society to function, such as transportation and
communications systems, water and power lines, and public institutions like
schools, post offices, and prisons
- duty - -another name for tariff
- exchange control - -refers to the regulation of a country's currency
exchange rate
QUESTIONS AND ANSWERS
service - -intangible, inseparable, heterogeneous, perishable
any intangible offering that involves a deed, performance, or effort that
cannot be physically possessed; intangible customer benefits that are
produced by people or machines and cannot be separated from the producer
- customer service - -specifically refers to human or mechanical activities
firms undertake to help satisfy their customers' needs and wants
- intangible - -a characteristic of a service; it cannot be touched, tasted, or
seen like a pure product can
- inseparable - -a characteristic of a service; it is produced and consumed at
the same time
- heterogeneity - -as it refers to the differences between the marketing of
products and services the delivery of services is more variable
- perishability - -a characteristic of a service; it cannot be stored for future
use
- service gap - -results when a service fails to meet the expectations that
customers have about how it should be delivered.
- knowledge gap - -a type of service gap; reflects the difference between
customers' expectations and the firm's perception of those expectations
- standards gap - -a type of service gap; pertains to the difference between
the firm's perceptions of customers' expectations and the service standards
it sets
- delivery gap - -a type of service gap; the difference between the firm's
service standards and the actual service it provides to customers
- communication gap - -refers to the difference between the actual service
provided to customers and the service that the firm's promotion program
promises
- the service quality - -customers' perceptions of how well a service meets
or exceeds their expectations
, - 5 service dimensions - -reliability
responsiveness
assurance
empathy
tangibles
- Voice of customer (VOC) program - -an ongoing marketing research
system that collects customer inputs and integrates them into managerial
decisions
- distributive fairness - -pertains to a customer's perception of the benefits
he or she received compared with the costs (inconvenience or loss) that
resulted from a service failure
- procedural fairness - -refers to the customer's perception of the fairness of
the process used to resolve complaints about service
- globalization - -refers to the processes by which goods, services, capital,
people, info, and ides flow across national borders
- trade deficit - -results when a country imports more goods than it exports
- trade surplus - -resluts when a country has a hihger level of exports than
imports
- GDP - -defined as the market value of the goods and services produced by
a ocuntry in a year; the most widely used standardized measure of output
- gross national income (GNI) - -consists of GDP plus the net income earned
from investments abroad (minus any payments made ot non residents who
contribute to the domestic economy)
- puchasing power parity(PPP) - -the theory states that if the exchange rates
of two countries are in equilibrium, a product purchased in one will cost the
same in the other, expressed in the same currency
- infrastructure - -the basic facilities, services, and installations needed for a
community or society to function, such as transportation and
communications systems, water and power lines, and public institutions like
schools, post offices, and prisons
- duty - -another name for tariff
- exchange control - -refers to the regulation of a country's currency
exchange rate
