New employee a standar ds gap b knowledge gap c

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new employee? A. Standar ds gap B. Knowledge gap C. Performance gap D. Communication gap E. None of these The standards gap pertains to the difference between the firm's perceptions of customers' expectations and the service standards it sets. By setting appropriate service standards and measuring service performance, firms can attempt to close this gap. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: Services Marketing Differs From Product Marketing Essay Questions 125. (p. 250- 251) Why is it important for marketers to pay special attention to providing excellent customer service? Students may respond with the growing importance of the service sector, the need for firms with products to include customer service elements as a way to differentiate themselves, and/or a discussion of the continuum suggesting service is almost always a part of the product.
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AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: Services 126. (p. 250- 251) Dentists know most consumers are hesitant to use their services, in part because what they provide can be painful or uncomfortable at best, but also because much of what they provide is intangible. What is intangibility? How can dentists attempt to overcome intangibility aspects of their service? Intangibility refers to the fact that many services cannot be touched, tasted or seen like a pure product. Dentists and other professionals can attempt to overcome the problem of intangibility by creating images of the results and benefits of their services. Images of whitened or straightened teeth, or images of the problems associated with tooth decay can be used to convey the benefits of their services. AACSB: Analytic Blooms: Apply Difficulty: 3 Hard Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: Services Marketing Differs From Product Marketing 127. (p. 252, Ethical and Societal Dilemma 12.1) The ideas and practices of marketing services offer professionals like lawyers opportunities to meet the needs of their clients and customers better. For many years, however, advertising one's professional services was believed to undermine the integrity of the profession. The lawyer's professional association, the American Bar Association, has established guidelines for lawyers to use. Do you think these are adequate and fair? Students' answers should demonstrate an understanding of the underlying dilemma as well as the specific actions of the ABA, including: (1) providing specific guidelines and cases, (2) publishing rules to govern how members may advertise, and (3) offering resources to help lawyers determine what is appropriate. Students' thoughts about whether these are adequate and fair will offer insights into their understanding of marketing of services.
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