Chapter 2

Question 1

Characteristics of Service Marketing

Answer 1

Intangibility
Variability
Inseparability
Perishability

Question 2

Management Strategies for Services Business

Answer 2

service companies must increase their competitive differentiation, service quality and productivity

Question 3

Service -Profit Chain (5 things)

Answer 3

1. healthy service profits and growth
2. Satisfied and loyal customers
3. Greater Service Value
4. Satisfied and productive service employees
5. Internal service quality

Question 4

internal marketing

Answer 4

The firm must effectively train and motivate customer-contact employe

Question 5

interactive marketing

Answer 5

perceived service quality depends heavily upon the buyer-seller interaction

Question 6

Service Profit Chain

Answer 6

model show the relationships between employee satisfaction, customer satisfaction, customer retention, value creation and profitability