MNM
3713
SERVICES
MARKETING
SELF ASSESSMENT QUESTIONS & ANSWERS
By: Bumble Bee
“Stinging one module at a time”
, SU1
INTRODUCTION TO SERVICES MARKETING
1.1. Discuss two main reasons why services have become important in today's
economy
Competition, fast-paced industrial development, fuelled by modern technology and
improved manufacturing processes has led to competing products becoming more and
more the same in terms of their main physical attributes.
Consumer society, many people are now far more affluent and therefore buy more
products, from cheap items to expensive ones, consumers are also far more demanding
because of array of products to choose from on the market.
1.2. Discuss four different perspectives of explaining customer services
Intangibility:
Key determinant in distinguishing between a service and a physical products
Tangible products can be tasted, felt, smelled or stored, services are intangible
egg.
Ex. The services of an attorney
Inseparability:
Distinguishing characteristics of services that reflects the interconnectivity
between the service provider delivering the service, the customer involved receiving
the service and other customers who may be sharing the same experience
3713
SERVICES
MARKETING
SELF ASSESSMENT QUESTIONS & ANSWERS
By: Bumble Bee
“Stinging one module at a time”
, SU1
INTRODUCTION TO SERVICES MARKETING
1.1. Discuss two main reasons why services have become important in today's
economy
Competition, fast-paced industrial development, fuelled by modern technology and
improved manufacturing processes has led to competing products becoming more and
more the same in terms of their main physical attributes.
Consumer society, many people are now far more affluent and therefore buy more
products, from cheap items to expensive ones, consumers are also far more demanding
because of array of products to choose from on the market.
1.2. Discuss four different perspectives of explaining customer services
Intangibility:
Key determinant in distinguishing between a service and a physical products
Tangible products can be tasted, felt, smelled or stored, services are intangible
egg.
Ex. The services of an attorney
Inseparability:
Distinguishing characteristics of services that reflects the interconnectivity
between the service provider delivering the service, the customer involved receiving
the service and other customers who may be sharing the same experience
