The old restaurant saying you are only as good as the

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34. The old restaurant saying "You are only as good as the last meal served" reflects the fact that services are: A. intang ible. B. inseparable. C. variable. D. portable. E. viable. 35. Marketers can take advantage of the variable nature of services by: 36. One approach marketers are using to reduce service __________ is to replace people with machines whenever appropriate.
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37. David's marketing research returned the finding that customers were staying away from his bookstore because of a lack of services like gift cards, return policies, and special orders. David was shocked. "Nobody ever asks about that stuff! If it were that important, people would ask about it." David is likely suffering from a: 38. The customers at Marielle's coffee shop want to grab a quick cup of coffee before boarding the commuter train into the city. The sign in the window promises "Quick, In-and-Out Service," and usually Marielle's keeps that promise. But one morning, customers were frustrated when the staff behind the counter was more interested in gossiping about their social lives than in waiting on customers. Marielle's shop is suffering from a: A. knowled ge gap. B. standards gap. C. social expectations gap. D. delivery gap. E. communications gap. 39. When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a:
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40. When marketers state that services are __________, they are referring to the fact that services cannot be stored for use in the future. 41. Because services like airline flights and hotel beds are __________, many marketers attempt to match demand with supply using pricing strategies. 42. Yolanda manages a Best Sleep Inn along an interstate highway. She knows from experience that five to ten last-minute customers will call after 8 p.m. each evening looking for a room and asking the price. Yolanda has empowered her staff to offer discounts when the motel is largely vacant, and to quote the standard price when the motel is close to full. She knows her service is __________, meaning that if no one stays in the room, it generates no revenue that evening. A. intang ible B. inseparable C. variable D. durable E. perishable
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