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Questions and Answers
What did Lehtinen define services as in 1983?
What did Lehtinen define services as in 1983?
- Tangible goods that result in ownership
- Activities that do not involve customer interactions
- Activities or series of activities which take place in interactions with a contact person or a physical machine (correct)
- Intangible benefits without customer involvement
According to Kotler and Bloom, what is an important characteristic of services?
According to Kotler and Bloom, what is an important characteristic of services?
- Ownership
- Tangibility
- Perishability
- Intangibility (correct)
What role does the customer play in the production process of services?
What role does the customer play in the production process of services?
- Customers have no role in the production process of services
- Customers are involved in the production process as services are provided in response to their problems (correct)
- Customers only consume services, they do not contribute to production
- Customers are responsible for the tangible aspects of services
What distinguishes services from products?
What distinguishes services from products?
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Why is it important to understand the characteristics of services?
Why is it important to understand the characteristics of services?
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