Chapter 10

Question 1

Intangibility

Answer 1

The characteristics of a service that means customers cant see, touch, or smell good service

Question 2

Perishability

Answer 2

The characteristic of a service that makes it impossible to store for late sale or consumption

Question 3

Variability

Answer 3

The characteristic of a service that means that even the same service performed by the same individual for the same customer can vary.

Question 4

Inseparability

Answer 4

The characteristic of a service that means that it is impossible to separate the production of a service from the consumption of that service.

Question 5

Service encounter

Answer 5

The actual interaction between the customer and the service provider

Question 6

Servicescape

Answer 6

The actual physical facility where the service is preformed, delivered, and consumed

Question 7

Place marketing

Answer 7

Marketing activities that seek to attract new businesses, residents, or visitors to a town, state, country, or some other site.

Question 8

Idea Marketing

Answer 8

Marketing activities that seek to gain market share for a concept, philosophy, belief, or issue by using elements of the marketing mix to create or change a target market’s attitude or behavior

Question 9

People marketing

Answer 9

Actors, musicians, athletes, and models