MARKETING LOOSELEAF W/CONNECT
6th Edition
ISBN: 9781264013012
Author: Grewal
Publisher: Cengage Learning
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Question
Chapter 13, Problem 2MA
Summary Introduction
To discuss: In what manner the service quality of an auto mechanic shop can be improved and how to overcome problems related to the tangibility, separability, heterogeneity, and perishability of services.
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Discuss the different dimensions of service quality?
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Chapter 13 Solutions
MARKETING LOOSELEAF W/CONNECT
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- If you could name some ways to improve the effectiveness of service delivery, what would they be?arrow_forwardThe American Marketing Association defines services as - “Activities, benefits and satisfactions which are offered for sale or are provided in connection with the sale of goods.” It is the action of doing something for someone or something largely intangible tends to be an experience that is consumed at the point where it is purchased and cannot be owned. A person could go to a bank one day and have excellent service, and then return the next day and have a poor experience. This part discusses the special issues concerning the marketing of services. Explain the Four unique characteristics of services and give Four strategies to overcome each characteristic.arrow_forwardWhat is the total cost for these services ?arrow_forward
- Describe the broad facts about What, How, and For whom goods and services get.arrow_forwardWhat are the six key components of a service environment and how does each directly impact customer loyalty and satisfaction?arrow_forwardHow can organizations ensure service discoverability and accessibility within a service-oriented ecosystem?arrow_forward
- Discuss the role of service quality in customer satisfaction and loyalty. What strategies can businesses employ to improve and measure service quality?arrow_forwardEvaluate this vision: To bring the future to our customers' lives and businesses in a manner that is simple, personalized and enriching by efficiently and creatively harnessing leading-edge technology and delivering a brand of service experience that is reliable and enchanting.arrow_forwardHow do service elements contribute to building long-term relationships with customers?arrow_forward
- Explain the “flower of service” concept and identify each of its petals. What insights does this concept provide for service marketers? Give an example to support your explanationarrow_forwardHow does the intangibility of services affect the marketing and delivery strategies of service providers?arrow_forwardSelect a product from one company. Which dimension of service quality is most important, and why?arrow_forward
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