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Unformatted text preview: What is a service? What is the goods-services continuum? Understand the four key characteristics that differentiate services from physical goods. What is service quality? What are the three dimensions of service quality? What are two techniques for measuring service quality? If we use the gap model, what are we evaluating? What is customer retention? What are some customer retention tactics? Chapter 11: Marketing Channels & Distribution What is the value chain? What is the supply chain? What is a distribution channel? What are the three types of channel power? What is a channel intermediary? Understand conventional, vertical, and horizontal distribution strategies. Understand why firms use the three levels of channel structure intensity. What is logistics? What are the various functions of logistics?...
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This note was uploaded on 04/14/2008 for the course MARKETING mkt300 taught by Professor Kelly during the Spring '08 term at Colorado State.
- Spring '08