10/31/25, 6:15 PM MARK 3000 (Grantham) Final Exam Questions and Answers Flashcards | Quizlet
MARK 3000 (Grantham) Final Exam Questions
and Answers
Save
Practice questions for this set
Learn 1 /7 Study with Learn
Transition from customer expectations for service quality to management
perceptions of customer expectations
*use research to understand consumers' needs
*do not assume customers are happy
Choose an answer
1 Product 2 Empathy
Intangible (requires uses cues such
3 Knowledge Gap 4 as atmosphere & images to make
more tangible)
https://quizlet.com/1101427687/mark-3000-grantham-final-exam-questions-and-answers-flash-cards/?new 1/11
, 10/31/25, 6:15 PM MARK 3000 (Grantham) Final Exam Questions and Answers Flashcards | Quizlet
Don't know?
Terms in this set (91)
Product physical good, idea, or service
intangible offering that involves a deed, performance,
Definition of Service
or effort that cannot be physically possessed
The Service Project Most offerings lie somewhere in the middle
Continuum
Factors Differentiating Intangible, Inseparable, Perishable, & Heterogeneous
Services from Goods
Intangible (requires uses cannot be seen, touched, tasted, felt, stored
cues such as atmosphere
& images to make more
tangible)
Inseparable Production & cannot inspect out defects ahead of time, consumer is
Consumption part of the service, & lower risk by offering guarantees
(simultaneous) or warranties
Different from time to time (Ex: technology.atomation
Heterogenous
or training & scripts)
services cannot be produced ahead of time or stored,
Perishable revenue potential is lost if not consumed, must
carefully manage supply & demand
1.) Reliability
5 Dimensions of Service 2.) Responsiveness
Quality (how consumers 3.) Assurance
view) 4.) Empathy
5.) Tangibles
(a dimension of service quality) the ability to perform
Reliability the service dependably & accurately - performed
CORRECTLY
https://quizlet.com/1101427687/mark-3000-grantham-final-exam-questions-and-answers-flash-cards/?new 2/11
MARK 3000 (Grantham) Final Exam Questions
and Answers
Save
Practice questions for this set
Learn 1 /7 Study with Learn
Transition from customer expectations for service quality to management
perceptions of customer expectations
*use research to understand consumers' needs
*do not assume customers are happy
Choose an answer
1 Product 2 Empathy
Intangible (requires uses cues such
3 Knowledge Gap 4 as atmosphere & images to make
more tangible)
https://quizlet.com/1101427687/mark-3000-grantham-final-exam-questions-and-answers-flash-cards/?new 1/11
, 10/31/25, 6:15 PM MARK 3000 (Grantham) Final Exam Questions and Answers Flashcards | Quizlet
Don't know?
Terms in this set (91)
Product physical good, idea, or service
intangible offering that involves a deed, performance,
Definition of Service
or effort that cannot be physically possessed
The Service Project Most offerings lie somewhere in the middle
Continuum
Factors Differentiating Intangible, Inseparable, Perishable, & Heterogeneous
Services from Goods
Intangible (requires uses cannot be seen, touched, tasted, felt, stored
cues such as atmosphere
& images to make more
tangible)
Inseparable Production & cannot inspect out defects ahead of time, consumer is
Consumption part of the service, & lower risk by offering guarantees
(simultaneous) or warranties
Different from time to time (Ex: technology.atomation
Heterogenous
or training & scripts)
services cannot be produced ahead of time or stored,
Perishable revenue potential is lost if not consumed, must
carefully manage supply & demand
1.) Reliability
5 Dimensions of Service 2.) Responsiveness
Quality (how consumers 3.) Assurance
view) 4.) Empathy
5.) Tangibles
(a dimension of service quality) the ability to perform
Reliability the service dependably & accurately - performed
CORRECTLY
https://quizlet.com/1101427687/mark-3000-grantham-final-exam-questions-and-answers-flash-cards/?new 2/11
