p 311 The buildings landscaping vehicles furnishings signage brochures and

P 311 the buildings landscaping vehicles furnishings

This preview shows page 148 - 150 out of 171 pages.

(p. 311)The buildings, landscaping, vehicles, furnishings, signage, brochures, and equipment of a service all contribute to A.a customer's perception of the service based upon its physical environment.B. a customer's ability to negotiate price for services rendered.C. a customer's evaluation of the value of the service.D. the ways in which a consumer chooses to use the facility.E. the intangible aspects of a service that a user will either praise or complain about to friends.The physical evidence of the service includes all the tangibles surrounding the service: the buildings, landscaping, vehicles, furnishings, signage, brochures, and equipment. Service firms need to manage physical evidence carefully and systematically to convey the proper impression of the service to the customer. This is sometimes referred to as impression, or evidence, management.AACSB: 3LL: 2Learning Objective: 12-05 Explain the role of the eight Ps in the services marketing mix.165.(p. 311)Another way for companies to handle the aspects of a service's physical environment is through A. maintenance management.B. preservation management.C. sight and see management.D. exposure management.E.impression management.The physical evidence of the service includes all the tangibles surrounding the service: the buildings, landscaping, vehicles, furnishings, signage, brochures, and equipment. Service firms need to manage physical evidence carefully and systematically to convey the proper impression of the service to the customer. This is sometimes referred to as impression, or evidence, managementAACSB: 3LL: 2Learning Objective: 12-05 Explain the role of the eight Ps in the services marketing mix.12-148
Background image
Chapter 12 - Services Marketing166.(p. 311)Another way for companies to handle the aspects of a service's physical environment is through A. maintenance management.B. preservation management.C. sight and see management.D.evidence management.E. exposure management.The physical evidence of the service includes all the tangibles surrounding the service: the buildings, landscaping, vehicles, furnishings, signage, brochures, and equipment. Service firms need to manage physical evidence carefully and systematically to convey the proper impression of the service to the customer. This is sometimes referred to as impression, or evidence, managementAACSB: 3LL: 2Learning Objective: 12-05 Explain the role of the eight Ps in the services marketing mix.167.(p. 311)The actual procedures, mechanisms, and flow of activities by which the service is created and delivered is referred to as __________. A.processB. procedureC. preparationD. protocolE. purposeProcess refers to the actual procedures, mechanisms, and flow of activities by which the service is created and delivered. The actual creation and delivery steps that the customer experiences provide customers with evidence on which to judge the service.
Background image
Image of page 150

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture