Marketing
14th Edition
ISBN: 9781259924040
Author: Roger A. Kerin, Steven W. Hartley
Publisher: McGraw-Hill Education
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Question
Chapter 12, Problem 3AMK
Summary Introduction
To explain: The continuum change in terms of consistency with salt, automobile, advertising agency and teaching.
Introduction:
The range of products marketed is the combination of both goods and services which means goods includes service in them and service includes goods in them is called service continuum.
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Briefly describe a service of your choice. Offer two recommendations for how the company/service provider in your example could manage the characteristics of services to create more value for its customers.
Enumerate , What service marketing strategies should a service chain adopt to garner the following benefits: control, consistency and maintenance of image?
Explain how technology is changing the service process for the following services and industries. Then, propose what the future might look like for each industry if service design were to continue to evolve to meet changing consumer demand and expectations.
a) Banks and Banking
b) Grocery Stores and Grocery Shopping
c) College Education (Degrees)
d) Automobile Industry
Chapter 12 Solutions
Marketing
Ch. 12.1 - Prob. 12.1LOCh. 12.2 - Prob. 12.2LOCh. 12.2 - Prob. 12.1LRCh. 12.2 - Prob. 12.2LRCh. 12.2 - Prob. 12.3LRCh. 12.3 - Prob. 12.3LOCh. 12.4 - Prob. 12.4LOCh. 12.4 - Prob. 12.4LRCh. 12.4 - Prob. 12.5LRCh. 12.5 - Prob. 12.5LO
Ch. 12.6 - Prob. 12.6LOCh. 12.6 - Prob. 12.6LRCh. 12.6 - Prob. 12.7LRCh. 12.6 - Prob. 12.8LRCh. 12 - Prob. 1AMKCh. 12 - Idle production capacity may be related to...Ch. 12 - Prob. 3AMKCh. 12 - Prob. 4AMKCh. 12 - Prob. 5AMKCh. 12 - Prob. 6AMKCh. 12 - Prob. 7AMKCh. 12 - Prob. 8AMKCh. 12 - Prob. 9AMKCh. 12 - Prob. 10AMKCh. 12 - Prob. 1BYMPCh. 12 - Prob. 2BYMPCh. 12 - Prob. 3BYMPCh. 12 - Prob. 1VCCh. 12 - Prob. 2VCCh. 12 - Prob. 3VCCh. 12 - Prob. 4VCCh. 12 - Prob. 5VC
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- Differentiate in detail the three options from the perspective of customer service. Which do you believe will provide the best level of service? Why?arrow_forwardDiscuss customer service components and elements, demonstrate how customer service components and elements can be put in practice, using a Pharmaceutical company as an example.arrow_forwardThink of an example of service and describe its distinctive characteristics?!arrow_forward
- Give an example of the service-profit chain for movie theaters. Define each of the components in the chain and explain how you would measure each.arrow_forwardExplain what is a product service bundling and state 2 benefits to customers in operations and supply chain management ?arrow_forwardIllustrate how a hotel, restaurant, or theater can deal with the intangibility, inseparability, variability, and perishability of the service it provides. Give specific examples.arrow_forward
- How to operate and deliver business services efficiently? Why business services is an important internal management principle such as 4 S's or 4M's? Explain to understand only one principle, and illustratearrow_forwardDiscuss: Relationships and Value-Added Service Delivery Navigate 2 Scenario - Episode 3: Recovery and Retention The main Urgent Care Facility within the Health Care System has experienced a marked decrease in returning customers. In this episode, you will evaluate the patient experience with the facility from appointment scheduling through the visit with the staff and physicians. The patient experience evaluation elements include clinical, process, and environmental elements.arrow_forwardWhen the service facility can be designed to keep its employees motivated and to facilitate productivity, teamwork and operational efficiency without any consideration of customers, this refers to ___ * A. self-service technologyB. ambient conditionC. remote serviceD. interpersonal service Customers buy from stores and firms that offer the highest ___ * A. company imageB. value for the moneyC. customer perceived valueD. level of customer satisfactionarrow_forward
- Define customer service.b) Discuss the issues of internet banking and logistic that affects the service quality of the online shopping and customer satisfaction. c) Elaborate are the best solutions to encounter the issues.arrow_forwardAn important difference between service and manufacturing operations is that customers introduce far more variability into the operations in a service system. Name at least three of the basic types of variation that customers bring to a service system.arrow_forwardUnderstand the characteristics of service processes?arrow_forward
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