Podcast
Questions and Answers
Which of the following represents an example of an augmented service that adds significant value to the core offering?
Which of the following represents an example of an augmented service that adds significant value to the core offering?
- A hotel that offers free Wi-Fi to its guests
- A car dealership that provides a complimentary car wash with every purchase
- An airline that allows passengers to choose their own seat during the booking process
- A fitness center that offers personal training and nutritional counseling services (correct)
Which of the following is an example of the inseparability characteristic of a service act, which refers to the fact that the service is produced and consumed simultaneously and cannot be separated from the service provider?
Which of the following is an example of the inseparability characteristic of a service act, which refers to the fact that the service is produced and consumed simultaneously and cannot be separated from the service provider?
- A customer purchasing a car from a dealership
- A customer scheduling a haircut appointment at a salon (correct)
- A customer buying a shirt from an online retailer
- A customer renting a movie from a digital platform
Which of the following is an example of the variability characteristic of a service act, which refers to the fact that the quality of the service may vary depending on who provides the service, when and where it is provided, and how it is provided?
Which of the following is an example of the variability characteristic of a service act, which refers to the fact that the quality of the service may vary depending on who provides the service, when and where it is provided, and how it is provided?
- A customer ordering a coffee from a coffee shop (correct)
- A customer purchasing a book from a bookstore
- A customer buying a smartphone from an electronics store
- A customer renting a car from a car rental company
Which of the following is an example of the perishability characteristic of a service act, which refers to the fact that services cannot be stored for future use and must be consumed when they are produced?
Which of the following is an example of the perishability characteristic of a service act, which refers to the fact that services cannot be stored for future use and must be consumed when they are produced?
Which of the following is an example of the intangibility characteristic of a service act, which refers to the fact that services are not physical and cannot be touched, tasted, or seen like a physical product?
Which of the following is an example of the intangibility characteristic of a service act, which refers to the fact that services are not physical and cannot be touched, tasted, or seen like a physical product?
Which of the following is an example of a high-contact service, which refers to a service that requires a high degree of interaction between the service provider and the customer?
Which of the following is an example of a high-contact service, which refers to a service that requires a high degree of interaction between the service provider and the customer?
Which of the following is an example of a partnership relationship between a service organization and its customers, which refers to a relationship where the service provider and the customer work together to achieve common goals?
Which of the following is an example of a partnership relationship between a service organization and its customers, which refers to a relationship where the service provider and the customer work together to achieve common goals?
Which of the following is an example of a reactive relationship between a service organization and its customers, which refers to a relationship where the service provider only responds to customer requests or complaints rather than proactively anticipating customer needs?
Which of the following is an example of a reactive relationship between a service organization and its customers, which refers to a relationship where the service provider only responds to customer requests or complaints rather than proactively anticipating customer needs?
Which of the following is an example of a proactive relationship between a service organization and its customers?
Which of the following is an example of a proactive relationship between a service organization and its customers?
Which of the following is an example of a collaborative relationship between a service organization and its customers?
Which of the following is an example of a collaborative relationship between a service organization and its customers?
Study Notes
Service Characteristics
- Augmented service that adds significant value to the core offering: example of an augmented service that enhances the core offering.
- Inseparability characteristic of a service act: services are produced and consumed simultaneously, and cannot be separated from the service provider.
- Variability characteristic of a service act: quality of service may vary depending on who provides the service, when and where it is provided, and how it is provided.
- Perishability characteristic of a service act: services cannot be stored for future use and must be consumed when they are produced.
- Intangibility characteristic of a service act: services are not physical and cannot be touched, tasted, or seen like a physical product.
Service Types
- High-contact service: requires a high degree of interaction between the service provider and the customer.
- Partnership relationship: service provider and customer work together to achieve common goals.
- Reactive relationship: service provider only responds to customer requests or complaints rather than proactively anticipating customer needs.
- Proactive relationship: service provider anticipates and meets customer needs without being prompted.
- Collaborative relationship: service provider and customer work together to achieve common goals and create value.
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Description
This quiz assesses your understanding of augmented services in marketing, which add significant value to the core offering. Identify the correct example of an augmented service and enhance your marketing knowledge.
