The characteristic of services that refers to variations in service delivery is: Oa, simultaneous production and consumption Ob. divisibility c. perishability Od, heterogeneity Oe. intangibility
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- 13 Network strategies are used to expanding the e-service range Select one: a. True b. FalseServices have to be produced and consumed at the same time. This is known as: Select one: a. Variability O b. Perishability c. Inseparability O d. IntangibilityDescribe in details Types of service setting and its impact level on consumers
- 2. In what way services generally considered more difficult to market ? Cite one reason or attribute and explain how marketers address the problem.Getting into the minds of the customer Apha Research Consultants is a marketing research consultancy operating in Jamaica for approximately 3 years. Its proprietor and sole employee, Mr. John Waterman is a graduate of the University of the West Indies with an elective in Management Studies. In his previous job before starting with Alpha, Mr. Waterman worked for 10 years with a major research consultancy; 3 of these years he was employed in the capacity of Assistant Manager-Market Research. Mr. Waterman considers himself a very good researcher and with experience and knowledge gained from his previous job along with his Management Studies degree, he believes that he is equip for successfully managing this entity despite only doing one course in market research in his degree programme; completed in semester one of 2000. Alpha Research Consultants offers 3 distinct services – employee satisfaction survey, product demand studies and customer satisfaction survey. These services are…Services cannot be seen and touched. This feature is called as: a. Inseparability b. Intangibility c. Perishability d. Heterogeneity
- 14 Online channels generally support service provision with lower transaction costs than offline channels. Select one: a. False b. TrueExplain the service Quality Gap Model?You have been informed by the management of Falls Church General Hospital of their intention to adoptTQM to enhance their service provision. Provide a detailed description of what this entails and how theyneed to embrace this strategy.