Services Marketing: Hoorcollege 1 Quiz

What is one of the key factors leading to GAP 1 in services marketing?

What is identified as a form of inadequate marketing research orientation leading to GAP 1?

What contributes to the lack of upward communication in services marketing, leading to GAP 1?

Which factor contributes to GAP 1 by focusing on transactions rather than relationships?

What is a key factor leading to GAP 2 in services marketing?

Which characteristic of services makes it difficult for marketing?

What contributes to the absence of customer-driven standards in services marketing?

What is identified as a challenge for managers in low interaction/customization services?

What is a common characteristic of services that poses challenges for marketing?

What contributes to the communication gap in services marketing?

What makes it difficult to standardize and control the quality of services?

What contributes to the ineffective management of customer expectations in services marketing?

What is a key factor leading to GAP 3 in services marketing?

What contributes to the problems with mass production in services marketing?

What is one of the most important differences between goods and services?

What is one of the characteristics of services highlighted in the text?

How does the text suggest managing the simultaneous production and consumption characteristic of services?

What is the recommended solution for dealing with the perishable nature of services, as mentioned in the text?

How does the text suggest addressing the challenge of low interaction/customization in services?

What contributes to the difficulty of standardizing and controlling the quality of services, according to the text?

What does the text recommend as a solution for managing customers and multi-site strategy to address the simultaneous production and consumption characteristic of services?

In services marketing, which type of processing involves thoughts, memory, attitudes, and active vs. passive presence?

What is the structure of choice sets influenced by in services marketing?

What is the primary focus of the conjunctive choice heuristic in services marketing?

Which type of service processing involves public transport and health services?

What contributes to high risk in the orientation stage of service consumption in services marketing?

Which service processing involves separate consumption and production, such as freight transport and repair services?

What is the primary focus of the lexicographic choice heuristic in services marketing?

Which type of service processing involves education services, information services, and psychotherapy?

What contributes to high uncertainty in the structure of choice sets in services marketing?

What is the primary focus of the elimination by aspects choice heuristic in services marketing?