UGA MARK 3000 FINAL EXAM QUESTIONS AND ANSWERS

UGA MARK 3000 FINAL EXAM QUESTIONS AND ANSWERS service - Correct ️️ 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 - Correct ️️ specifically refers to human or mechanical activities firms undertake to help satisfy their customers' needs and wants intangible - Correct ️️ a characteristic of a service; it cannot be touched, tasted, or seen like a pure product can inseparable - Correct ️️ a characteristic of a service; it is produced and consumed at the same time heterogeneity - Correct ️️ as it refers to the differences between the marketing of products and services the delivery of services is more variable perishability - Correct ️️ a characteristic of a service; it cannot be stored for future use service gap - Correct ️️ results when a service fails to meet the expectations that customers have about how it should be delivered. knowledge gap - Correct ️️ a type of service gap; reflects the difference between customers' expectations and the firm's perception of those expectations standards gap - Correct ️️ a type of service gap; pertains to the difference between the firm's perceptions of customers' expectations and the service standards it sets delivery gap - Correct ️️ a type of service gap; the difference between the firm's service standards and the actual service it provides to customers