Answer the following questions: 26. Services are: O Intangible O Heterogeneous O

Question

Answer the following questions:

26. Services are: O Intangible O Heterogeneous O Mainly high-touclh O Co-produced by a provider and a consumer O Perishable O Hard to describe and visualize O All of these O None of these 27. In the Ritz-Carlton organization, the management of quality includes service standardization and employee empowerment: O True O False 28. Marketing, Operations, and Human Resources Management have to be closely coordinated during the service development and delivery processes. O True O False 29. The "Stage-gate" process is A systematic part of a product development cycle O O A method of stage management in theatres O A security arrangement in gated, residential communities O None of these 30. Net profits are lowest during the maturity stage of the Product Life Cycle O True O False 31. Perceptual maps are visual tools useful in the identification of new product opportunities O True O False 32. In the Ritz-Carlton organization, "command and control" is the preferred management technique: O True O False 33. The "Moment of Truth" is when consumers select their brand of choice: O True O False 34. Learning curves are standardized and are interchangeable between firms: O True O False 35. The key outcome of services is the customer experience: O True O False

Explanation / Answer

26. The correct answer is "All of these".

Service refers to the support and assistance provided to the prospect or existing customers in a highly professional and helpful way by the company in order achieve customer satisfaction and customer delight.. This include pre-sale service, service during sale, after sale service, complaint handling, resolving queries, etc.

The service characteristics a company should consider while designing its marketing programs are: -

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