UT DALLAS MARKETING MANAGEMENT (6301) FINAL EXAM

Service - Answer-Deeds, efforts, or performances (intangible) Good - Answer-Objects, devices, or things (tangible) Goods - Answer-- Benefits built into the product - No customer-customer, or customer-management interaction Services - Answer-- Benefits are in the experience created for the consumer - Interaction with staff, other customers The Bad Service Experiences - Answer-- Apathy - Brush-off - Coldness - Condescension - Robotism - Rulebook - Runaround Apathy (Bad Service Experiences) - Answer-"Do I look like I give a damn" Brush-Off (Bad Service Experiences) - Answer-Dismisses the customer completely Coldness (Bad Service Experiences) - Answer-Doesn't care what the customer wants Condescension (Bad Service Experiences) - Answer-You are the customer, you must be stupid Robotism (Bad Service Experiences) - Answer-Customers are inputs to be processed Rulebook (Bad Service Experiences) - Answer-Adheres to rules which make no sense Runaround (Bad Service Experiences) - Answer-Passes off to another service provider Service