Regular maintenance and repair costs are known as _____ costs.
a) service contract
d) facilitating services
Cocktail lounges in restaurants are examples of:
a) differential pricing.
b) cultivating nonpeak demand.
c) complementary services.
d) reservation systems.
Which of the following is an example of a hybrid service?
c) Restaurant meal
Which of the following is a benefit of product mapping?
a) Studying market matrices
b) Integrating target markets
c) Identifying market segments
d) Educating consumers
The __________ of the product mix refers to the total number of items in the mix.
Capital items are long-lasting goods that facilitate developing or managing the finished product. They include two groups:
a) installations and natural products.
b) installations and component materials.
c) installations and operating supplies.
d) installations and equipment.
Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are bought. This is known as the __________ aspect of services.
Services high in __________ qualities are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.
The __________ rates the various elements of the service bundle and identifies required actions.
a) company performance analysis
b) voice of customer measurement
c) customer factor measurement
d) importance-performance analysis
Industrial goods can be classified as __________, capital items, or suppliers and business services based on their relative cost and how they enter the production process.
a) service components
d) materials and parts
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