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Lee & Carter: Global Marketing Management 2e
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Services today occupy a vital and growing role in the global marketplace due to the following contributing factors:
The ___________ of services results in customer-producer encounters being high contact in nature.
Which of the following offers the best opportunity for an airline to recover from service failure associated with a cancelled flight?
Which of the following is not generally accepted as being part of the extended marketing mix for services?
Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of:
New technologies are dramatically influencing services internationalization due to:
In international services marketing, ____________ is the approach that aims to achieve uniformity in service delivery wherever it is consumed; whereas ___________ aims to develop ad deliver services as a tailor-made solution to the customer.
In the extended 3Ps for services marketing mix, the _______ of a service may be a set of procedures, systems, mechanisms and/or a flow of activities that make up the entire service product.
In the absence of a physical product, service providers need to consider the use of ______________ that enable customers to make a judgment on the service quality.
The providers of services with ___________________ can normally rely on export and import agents to manage the international service delivery without getting directly involved in the process.
