HFT 2500 chapter 2 questions well
answered graded A+ passed
Service culture - ANS ✔✔A system of values and beliefs in an organization that reinforces the
idea that providing the customer with quality service is the principal concern of the business
Variability - ANS ✔✔A major characteristic of services. Quality changes depending of when,
where and how they are provided
Intangibility - ANS ✔✔A major characteristic of services. Cannot be seen, tasted, felt, heard, or
smelled before they are bought
Interactive marketing - ANS ✔✔Marketing by a service firm that recognized perceived service
quality depends heavily on the quality of the buyer-seller interaction
Internal marketing - ANS ✔✔Marketing by a service firm to train effectively and motivate its
customer contact employees and all the supporting service people to work as a team to provide
customer satisfaction
Organization image - ANS ✔✔The way a person or group views an organization
Perishability - ANS ✔✔Cannot be stored for later use
Physical evidence - ANS ✔✔Tangible clues such as promotional material, employees of the firm,
and physical environment of the firm
answered graded A+ passed
Service culture - ANS ✔✔A system of values and beliefs in an organization that reinforces the
idea that providing the customer with quality service is the principal concern of the business
Variability - ANS ✔✔A major characteristic of services. Quality changes depending of when,
where and how they are provided
Intangibility - ANS ✔✔A major characteristic of services. Cannot be seen, tasted, felt, heard, or
smelled before they are bought
Interactive marketing - ANS ✔✔Marketing by a service firm that recognized perceived service
quality depends heavily on the quality of the buyer-seller interaction
Internal marketing - ANS ✔✔Marketing by a service firm to train effectively and motivate its
customer contact employees and all the supporting service people to work as a team to provide
customer satisfaction
Organization image - ANS ✔✔The way a person or group views an organization
Perishability - ANS ✔✔Cannot be stored for later use
Physical evidence - ANS ✔✔Tangible clues such as promotional material, employees of the firm,
and physical environment of the firm
