MARKETING -CONNECT ACCESS
7th Edition
ISBN: 9781264140787
Author: Grewal
Publisher: MCG
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Chapter 13, Problem 8MA
Summary Introduction
To discuss: In what manner the claim by the health club that they can able to lose an inch within a month after joining and how might this claim cause a communication gap and what should the health club do to avoid service failure.
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Assume that you have been appointed as the head of a business unit in a major corporation. Over time this business unit has steadily been losing customers, rating the service delivery of this unit as “shocking” and “poor”. Your mandate is to improve service delivery and to re-establish a service culture.
In your own words, explain what is meant by ‘service culture
Assume that you have been appointed as the head of a business unit in a major corporation. Over time this business unit has steadily been losing customers, rating the service delivery of this unit as “shocking” and “poor”. Your mandate is to improve service delivery and to re-establish a service culture.
As part of your mandate, you are required to write a report to the board of directors clearly explaining the sins of service/poor service that they are not aware of that is possibly happening in the business unit.
The 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.
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- Which of the following is a key dimension of service quality? Multiple Choice honesty extroversion authenticity reliability intelligencearrow_forwardThe e-billing case : Reducing Bill payment Timesarrow_forwardRetailers like Walmart are rolling out self-service technologies (SST) such as the Pickup Towers at Walmart. Which of the service characteristics this technology alleviates first and foremost? Group of answer choices perishability indivisibility inseparability heterogeneityarrow_forward
- What are the advantages and disadvantages of providing a service quality guarantee?arrow_forwardidentify and describe the types and characteristics of potential users of a check-in app that is being developed used to check in hospitals, restaurants,etc in at least 1000 wordsarrow_forwardWhen you last contacted a company with a product or service request, which contact optons did you have? Which option did you choose. and why?arrow_forward
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