Questions from Service Marketing

Q: What are the elements of a customer-driven services marketing strategy

What are the elements of a customer-driven services marketing strategy?

Q: Describe the relationship between customer expectations and customer satisfaction.

Describe the relationship between customer expectations and customer satisfaction.

Q: What is service quality? How is it different from customer satisfaction

What is service quality? How is it different from customer satisfaction?

Q: Explain the three-stage model of service consumption.

Explain the three-stage model of service consumption.

Q: What is the difference between the linear compensatory rule and the conjunctive

What is the difference between the linear compensatory rule and the conjunctive rule?

Q: Describe search, experience, and credence attributes, and give examples

Describe search, experience, and credence attributes, and give examples of each.

Q: Explain why services tend to be harder for customers to evaluate than

Explain why services tend to be harder for customers to evaluate than goods.

Q: Why do consumer’s perceptions of risk play an important role in choosing

Why do consumer’s perceptions of risk play an important role in choosing between alternative service offers? How can firms reduce consumer risk perceptions?

Q: How are customers’ expectations formed? Explain the difference between desired service

How are customers’ expectations formed? Explain the difference between desired service and adequate service with reference to a service experience you’ve had recently.

Q: Choose an industry you are familiar with (such as cell phone

Choose an industry you are familiar with (such as cell phone services, credit cards, or online music stores) and create a perceptual map showing the competitive positions of different service provider...