Customers today want separate prices for each service element and they also want the right to select the elements they want. The customers are said to be pressing for _____ services.
The zone of __________ is a range where a service dimension is deemed satisfactory, anchored by the minimum level consumers are willing to accept and the level they believe can and should be delivered.
Services high in __________ qualities have characteristics that the buyers can evaluate before purchase.
Companies may wish to implement a(n) __________ to achieve more growth, to realize higher margins, or simply to position themselves as full-line manufacturers.
a) up-market stretch
b) rebranding plan
c) outsourcing strategy
d) disintermediation policy
How a consumer shops for organic foods and how he or she uses and disposes of the product is part of the consumers’ __________ that is important for marketers to consider.
a) value proposition
b) consumption system
c) value system
d) quality perception
The way the user performs the tasks of getting and using products and related services is the user’s total _____ system.
c) consistent use
A customer judges a product offering by three basic elements: product features and quality, services mix and quality, and:
A consumer products firm manufactures and sells over 200 different sizes and varieties of jams and jellies. We can say that this manufacturer’s product mix has high:
Josh gets his bike serviced at Dean’s Garage even though there’s another garage much closer to home. He prefers Dean’s because the work is usually done quickly and the staff tries to solve the issues with the bike as soon as possible. Dean’s Garage excels at which of the following five determinants of service quality?
Marketers have traditionally classified products on the basis of three characteristics: __________, tangibility, and use.
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