1) Product Quality It may include conformance quality, performance quality or To
ID: 372929 • Letter: 1
Question
1) Product Quality
It may include conformance quality, performance quality or Total quality management
2) Internal Marketing
The employees who directly deal with customer must be motivated as part of internal marketing to have high customer satisfaction
3) Service perishability
Service is a perishable thing and unlike manufacturing of product, it cannot be used later on
4) Service inseparability
For service, both provider and customer are important for outcome and it is not possible to separate the two
Explanation / Answer
1. The characteristics of a product or service that bear on its ability to satisfy stated or implied customer needs are known as 2 Means that the service firm must orient and motivate its customer-contact employees and supporting service people to work as a team to provide customer satisfaction 3 means that services cannot be stored for later sale or use -means that services cannot be separated from their providers, whether the providers are people or machines Because the customer is also present as the service is produced, provider-customer interaction is a special feature of services marketing the use of commercial marketing concepts and tools in programs designed to influence individuals' behavior to improve their well-being and that of society 6. A consumer product or service that customers usually buy frequently immediately, and with a minimum of comparison and buying effort is 7. A/AN are those purchased for further processing or for use in conducting a business. A/AN does not know about or knows about but does not normally think of buying 8, _1 is a consumer product that the consumer either 9. A is a group of products that are closely related because they function in a similar manner, are sold to the same customer groups, are marketed through the same types of outlets, or fall within given price ranges. 10 l is the differential effect that knowing the brand name has on customer response to the product or its marketing.
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