cob 300d - test 3 (ch 11-15)
Questions and Answers 100% Pass
Characteristics of Services - CORRECT ANSWER-- Intangibility
• Inseparability of production and consumption
• Perishability
• Heterogeneity
• Client-based relationships
• Customer contact
Intangibility - CORRECT ANSWER-The characteristic that a service is not
physical and cannot be
perceived by the senses
- Tangibility continuum
- Ex. restaurant dining experience
- Way more subjective
Inseparability - CORRECT ANSWER-The quality of being produced and
consumed at the
, same time
- Ex. haircutter has to be there to cut your hair
- Ex. pilot has to be there to fly the plane
- Service and service provider has to be there both
Perishability - CORRECT ANSWER-The inability of unused service capacity to be
stored for
future use
Heterogeneity - CORRECT ANSWER-variation in quality
Ex. each time you get a haircut, it is different
Ex. training to reduce heterogeneity
Usually increases as the degree of labor intensiveness increases
Client-based relationships - CORRECT ANSWER-interactions that result in
satisfied customers who use a service repeatedly over time
customer contact - CORRECT ANSWER-The level of interaction between
provider and customer needed to deliver the service
-physical appearance
4 types of utility created by marketing channels - CORRECT ANSWER-time,
place, possession, form
COPYRIGHT ALL RIGHTS RESERVED ©️ 2025
Questions and Answers 100% Pass
Characteristics of Services - CORRECT ANSWER-- Intangibility
• Inseparability of production and consumption
• Perishability
• Heterogeneity
• Client-based relationships
• Customer contact
Intangibility - CORRECT ANSWER-The characteristic that a service is not
physical and cannot be
perceived by the senses
- Tangibility continuum
- Ex. restaurant dining experience
- Way more subjective
Inseparability - CORRECT ANSWER-The quality of being produced and
consumed at the
, same time
- Ex. haircutter has to be there to cut your hair
- Ex. pilot has to be there to fly the plane
- Service and service provider has to be there both
Perishability - CORRECT ANSWER-The inability of unused service capacity to be
stored for
future use
Heterogeneity - CORRECT ANSWER-variation in quality
Ex. each time you get a haircut, it is different
Ex. training to reduce heterogeneity
Usually increases as the degree of labor intensiveness increases
Client-based relationships - CORRECT ANSWER-interactions that result in
satisfied customers who use a service repeatedly over time
customer contact - CORRECT ANSWER-The level of interaction between
provider and customer needed to deliver the service
-physical appearance
4 types of utility created by marketing channels - CORRECT ANSWER-time,
place, possession, form
COPYRIGHT ALL RIGHTS RESERVED ©️ 2025
