UGA MARK 3000 FINAL EXAM | Questions with
100% Correct Answers | Verified | Latest Update
2026
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Practice questions for this set
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a measure of the products' strength in a particular market, defined as the sales
of the focal product divided by the sales achieved by the largest firm in the
industry
Choose an answer
1 service 2 5 service dimensions
3 relative market share 4 heterogeneity
Don't know?
Terms in this set (64)
, 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
100% Correct Answers | Verified | Latest Update
2026
Save
Practice questions for this set
Learn 1 /7 Study with Learn
a measure of the products' strength in a particular market, defined as the sales
of the focal product divided by the sales achieved by the largest firm in the
industry
Choose an answer
1 service 2 5 service dimensions
3 relative market share 4 heterogeneity
Don't know?
Terms in this set (64)
, 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
