Services Marketing
247 resources created by 155 users
This Services Marketing page on GoConqr gathers community-made quizzes, mind maps, flashcards and notes, from the nature and types of services to relationship marketing, service quality and recovery. It's built for university students revising a chapter and for teachers after ready-made material. There are over 240 resources here, including more than 20 quizzes, over 150 mind maps and 40 flashcards, shared by over 140 contributors. Pick a chapter, try a quiz to find your gaps, then check the maps.
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- Nature of Services and Service-Dominant Logic30
- Services Marketing Mix6
- Consumer Behavior in Services5
- Service Design and Development17
- Service Distribution and Global Markets9
- Service Pricing, Capacity and Demand6
- Services Marketing Communications7
- Servicescape and Service Environment15
- Service Employees and Internal Marketing14
- Customer Experience Management6
- Service Quality and the Gaps Model24
- Service Failure and Recovery5
- Relationship Marketing and Customer Loyalty14
Top Services Marketing resources
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20 questionsServices Marketing chapters 5 - 8 If queues are unavoidable, managers should consider all of the following EXCEPT:
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10 questionsChapter 14 - Services marketing Which of the following is NOT a reason to encourage dissatisfied customers to complain?
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10 questionsChapter 8 - Services Marketing Quiz Which of the following is not a role of marketing communication in services?
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10 questionsServices Marketing chapter 4 The strategy of surrounding the core product with supplementary value-adding services is known in product m...
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10 questionsServices Marketing - Chapter 5 Which of the following best describes ‘arm's length’ transactions?
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10 questionsServices Marketing - chapter 6 A cost management system that provides a structured way of thinking about the relationship between activiti...
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Mind map Chapter 6: Leveraging the people factor
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Mind map Chapter 7: Relationship Marketing Services marketing
Quizzes
See all 29 quizzes-
20 questionsServices Marketing chapters 5 - 8 If queues are unavoidable, managers should consider all of the following EXCEPT:
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10 questionsChapter 14 - Services marketing Which of the following is NOT a reason to encourage dissatisfied customers to complain?
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10 questionsChapter 8 - Services Marketing Quiz Which of the following is not a role of marketing communication in services?
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10 questionsServices Marketing chapter 4 The strategy of surrounding the core product with supplementary value-adding services is known in product m...
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10 questionsServices Marketing - Chapter 5 Which of the following best describes ‘arm's length’ transactions?
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10 questionsServices Marketing - chapter 6 A cost management system that provides a structured way of thinking about the relationship between activiti...
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55 questionsMarket Analysis A service is intangible and a relatively easily accessed activity whereby during the interactive consumptio...
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27 questionsTest #3 Chapter 12 Trust Us Insurance's tagline is “You're in safe hands with Trust Us," and Serenity Life Insurance uses a ro...
Mind maps
See all 163 mind maps-
Chapter 6: Leveraging the people factor
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Chapter 7: Relationship Marketing Services marketing
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Services Marketing
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Services Marketing
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Untitled
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UNIT 2: THE SALE OF SERVICES
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Service marketing, service quality & customer-centric companies
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Chapter 7: Balancing Productive Capacity and Demand Services Marketing
Flashcards
See all 40 flashcards-
125 cardsQuery Experiences Service logic (G)
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38 cardsLecture 4 Understanding customer requirements: Gap 1: Marketing research
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84 cardsSERVICES MARKETING BRANDING STRATEGIES- HOUSE OF BRANDS
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30 cardsLecture 7 Employees’ role in service delivery: Service culture
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17 cardsUntitled The impact of service failure and recovery
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26 cardsDrivers of Service Performance What does the service value chain identify?
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40 cardsService Marketing What is service?
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30 cardsService Marketing Definition of services
Flowcharts
Notes
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Bus Topic 14 - Service marketing and social responsibility four characteristics of service 1. intangibility - service cannot be tasted, felt, smelled, seen, touched before purchase 2. inseparability - s...
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Service marketing class assignments LECTURE 1 CASE: IBM: A SERVICE COMPANY? More than two decades ago IBM was on the brink of being broken up into a number of “Baby Blues”. However, under Lou Gerstner and Sam Palmisano, IBM was transformed from a Big Bl...
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Sources of Marketing Products can be touched: Services cannotService is an act or a performanceProducts can be stored: Services cannotService is consumed at point of sale Service Sectors Business - Lawyers Manufacturing - Computer O...
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Service Marketing class notes 10.04.2018. -- 1. digital in service area --2. data - youc an actually visualize and create a word cloud --3. use a lot of content in online reviews and onversion rates -- 4. writing: what is the bes...
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concept transitions GDL - transition - SDL GDL conceptsGoodsProductsFeature/attributevalue-addedProfit maximisationPriceEquilibrium systemssupply chainPromotionTo marketProduct orientation Transitional conceptsSevicesOfferingsBenefitCo-productionFinancial engi...
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Service Dominant Logic - creado desde un Mapa Mental Value Cocreationcostumer participation and companies in value creation. Service Exchangecommercialization of an end to end process. Institutions and Institutional ArrangementsEstablished laws in the industry.
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Bus Topic 14 Service Marketing and Social Responsibility Four characteristics of the services intangibility - service cannot be tasted, felt, heard, touched or smelled before purchase inseparability - service...
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Introduction to Service - created from Mind Map What is service Defining Service Management Service management framework
Slides
Topics in Services Marketing
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About Services Marketing
GoConqr OriginalWhat the page covers
The resources follow a typical services marketing textbook, chapter by chapter. The Services Marketing chapter 4 quiz asks about surrounding a core product with supplementary services, and the augmented product. The Chapter 5 quiz looks at arm's length transactions and protecting intellectual property. Chapter 6 questions turn to cost management and pricing. Chapter 8 covers the roles of marketing communication, including location-based text adverts. Chapter 14 deals with complaints and monitoring service quality.
Where to start
Begin with the basics. The mind maps THE NATURE, DEFINITION & TYPES OF SERVICES and Understanding services marketing set out what makes a service different from a product. The 4 Characteristics of Services flashcards then help the ideas stick. If you meet service-dominant logic, the SDL critique mind map is a useful companion.
Using quizzes and maps together
- Read a mind map for the chapter, such as Chapter 7: Relationship Marketing, which moves from strangers to acquaintances, friends and partners.
- Take the matching quiz without notes.
- Note the questions you missed and go back to the branch of the map that covers them.
- Repeat with flashcards, such as Service Failure & Recovery.
For people and delivery, the Chapter 6: Leveraging the people factor map covers boundary spanners and frontstage employees. The Starbucks Service Blueprint flowchart shows a service process laid out step by step.
Where it sits
This unit belongs to the Marketing Contexts and Society strand of Marketing, advertising and sales. It looks at marketing in a service setting, so it pairs well with wider marketing study.
Next step
Pick one chapter, take its quiz, and then build your own maps or flashcards around the gaps you find.
Frequently asked questions
Which quiz should I try first?
Start with the Services Marketing chapter 4 quiz if you want a core idea early on: it asks about augmented products and supplementary services. For a broader check, the quiz covering chapters 5 to 8 mixes queues, pricing and communications questions in one go.
What do the mind maps cover?
They cover the nature and types of services, relationship marketing, the people factor, integrated communications, service positioning and design, and service quality, including the gaps model. There are also maps on service environments, customer experience online and marketing services for non-profit organisations.
Are the resources free to use?
Yes. Every resource on this page is free to open, study and take, with no account needed. A free account also saves your quiz scores and lets you make your own quizzes, mind maps, flashcards and notes.
Who is this page for?
It mainly suits university students working through a services marketing course, using quizzes to test chapters and maps or flashcards to revise. Teachers can also pick out ready-made material to share with a class or use as a starting point.
Who made these resources?
They were made by GoConqr users, not by GoConqr itself. Over 140 contributors have added quizzes, maps, flashcards and notes, so the wording and chapter numbering vary. Check a resource against your own course reading list before relying on it.
Is there anything on service failure?
Yes. The Service Failure and Service Failure & Recovery flashcard decks look at what happens when a service goes wrong. The Chapter 14 quiz also asks why dissatisfied customers should be encouraged to complain, which fits well alongside them.