AACSB 3 LL 2 Learning Discuss the important roles of internal

Aacsb 3 ll 2 learning discuss the important roles of

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AACSB: 3LL: 2Learning Objective: 12-06 Discuss the important roles of internal marketing and customer experience management in service organizations12-164
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Chapter 12 - Services Marketing198.(p. 315-317)An additional benefit of a Phillies special promotions night is that not only does it boost overall attendance, it A.generates first-time visits by people who have never seen a Major League Baseball game.B. generates corporate sponsorship from new companies interested in offering a promotion.C. helps regulate local traffic since people arrive early to be sure they get the free gift.D. it helps keep children quiet during the game since they're playing with their free gift and not bothering their parents or other game attendees.E. creates a heightened sense of excitement and anticipation for the game.The Phillies use "special promotion days," which typically increase fan attendance by 30 to 35 percent for a game. These days often generate first-time visits by people who have never seen a Major League Baseball game.AACSB: 3LL: 2Learning Objective: 12-06 Discuss the important roles of internal marketing and customer experience management in service organizations199.(p. 315-317)The Phillies "special promotions days" fall into three distinct categories: A.theme nights, event days, and premium gift days.B. team oriented, fan oriented, and family orientedC. revenue generating, market share building, and good will generatingD. discounts, give-aways, and contestsE. televised games, community outreach, and loyal fan promotionsThe Phillies use "special promotion days," which typically increase fan attendance by 30 to 35 percent for a game. These days often generate first-time visits by people who have never ever seen a Major League Baseball game. They generally fall into three categories:1) theme nights, 2) event days, and premium gift days.AACSB: 3LL: 3Learning Objective: 12-06 Discuss the important roles of internal marketing and customer experience management in service organizationsEssay Questions12-165
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Chapter 12 - Services Marketing200.(p. 299)What are four unique elements of services? How would they apply to a discount brokerage service? The four unique elements of services, the Four I's, include intangibility, inconsistency, inseparability, and inventory. A discount brokerage service illustrates the concepts.Intangibility: A brokerage service is intangible because it cannot be seen, held, or touched before the purchase decision.Inconsistency: The quality of a discount brokerage service will vary because different people, who vary in their job performance, provide this service.Inseparability: Consumers cannot separate the service (stock purchase) from the deliverer of the service (stock broker) or the setting in which the service occurs.Inventory: Brokerage services have little inventory carrying costs because the brokers work on commission. If a broker does not make any sales, costs will be very low.
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