Services Marketing chapter 4

The strategy of surrounding the core product with supplementary value-adding services is known in product marketing circles as the process of creating the:

In the new service development process, what is essential to consider in the early stages?

From the marketer’s perspective, non-controllable external brand communications involving word-of-mouth and publicity are important because they affect the strength of the service _______.

In the ‘Flower of Service’ model, in what sense are supplementary services like petals surrounding the core product?

Delivery ______ concern the place and manner of service ______, and how we have been _______.

Which of the following is NOT a facilitating service in Lovelock’s ‘Flower of Service’?

An auto repair service has a coffee machine and magazines in its waiting room and offers pick-up and delivery from customers’ places of work. These are examples of the:

If required, an airline offers special meals for diabetic passengers, complimentary game packs and nappies for children, wheelchair access to its lounges and a special area for religious observances. These are examples of the:

The provision of services within the fast food industry is an excellent example of:

Which of the following is NOT a classification of service concepts in Maister and Schmenner’s system?