She is such a caring person and so well liked that her customers recommend her

She is such a caring person and so well liked that

This preview shows page 81 - 84 out of 171 pages.

simple acts themselves. She is such a caring person and so well liked that her customers recommend her instead of her business to people who are looking for someone to perform similar services. Their inability to see the distinction between Arena and her services is an example of which unique characteristic of services? A. intangibilityB. impressionabilityC. incongruityD.inseparabilityE. inflexibilityThe inseparability of services means consumers cannot separate the service itself from the deliverer of the service.AACSB: 3LL: 3Learning Objective: 12-01 Describe four unique elements of services12-81
Chapter 12 - Services Marketing35.(p. 300)One way banks can offer value to their customers, when the banks themselves are closed, is through conveniently placed ATMs. This self-service technology also comes with a down side as a service since the ATMs are considered as less __________. A. professionalB. reliableC.personalD. safeE. accurateWhile this approach can create value for consumers, a disadvantage of some self-service technologiessuch as ATMs, grocery store scanning stations, and self-service gas station pumps is that they are perceived as being less personal.AACSB: 3LL: 3Learning Objective: 12-01 Describe four unique elements of services36.(p. 300)Although many people love the self-service technology that allows Redbox to provide DVDs 24 hours a day, many people missed the personal interaction and recommendations from their local "video stores" clerks. Redbox confronted this issue by creating a "Redblog" where customers could share their opinions, feelings, and experiences. This is an example of confronting the A. inventory aspects of services.B.inseparability aspects of services.C. inconsistency aspects of services.D. intangibility aspects of services.E. impressionability aspects of services.While this approach can create value for consumers, a disadvantage of some self-service technologies such as ATMs, grocery store scanning stations, and self-service gas station pumps is that they are perceived as being less personal. The relationship (or lack thereof) between the service provider and the consumer is an aspect of inseparability.AACSB: 3LL: 3Learning Objective: 12-01 Describe four unique elements of services12-82
Chapter 12 - Services Marketing37.(p. 300)When Thelma got her drive-thru order at the fast-food restaurant, she thought the employee who took her money and gave her order was cold and unfriendly. The food was good but was overshadowed by the clerk's demeanor. Every time she has the opportunity, she says something derogatory about the restaurant because she does not distinguish the service deliver (the employee who prepared her food and gave it to her) from the service (the fast-food restaurant). Thelma is having a problem with which unique characteristic of services?

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