Consumers' service expectations are influenced by advertising, word -of-mouth communication, and A)recommendations from friends. B)past experiences with the service. C)news stories about the service. D)the tangibles of the service.

Consumers' service expectations are influenced by advertising, word-of-mouth
communication, and
A)recommendations from friends.
B)past experiences with the service.
C)news stories about the service.
D)the tangibles of the service.
by

1 Answer

Answer :

B)past experiences with the service.
by

Related questions

Consumers' service expectations are influenced by advertising, word-of-moutn communication, and 1. recommendations from friends 2. past experiences with the service 3. news stories about the service 4. the tangibles of the service 5. credence qualities

Description : Consumers' service expectations are influenced by advertising, word-of-moutn communication, and 1. recommendations from friends 2. past experiences with the service 3. news stories about the service 4. the tangibles of the service 5. credence qualities

Last Answer : past experiences with the service

Offering pet owners who recommend Prize Pet Grooming to a friend, £2 off their next grooming bill is designed primarily to; A)increase perceptions of service quality. B)meet service expectations. C)encourage word -of-mouth communication. D)standardise the service offering. E)increase advertising effectiveness.

Description : Offering pet owners who recommend Prize Pet Grooming to a friend, £2 off their next grooming bill is designed primarily to; A)increase perceptions of service quality. B)meet service ... word -of-mouth communication. D)standardise the service offering. E)increase advertising effectiveness.

Last Answer : C)encourage word -of-mouth communication.

In service marketing, the most important link to the customer is A)effective advertising. B)good word -of-mouth communication. C)well -trained contact employees. D)the tangible aspects of the service.

Description : In service marketing, the most important link to the customer is A)effective advertising. B)good word-of-mouth communication. C)well-trained contact employees. D)the tangible aspects of the service.

Last Answer : C)well-trained contact employees.

___________ is communication in news story form about an organisation, its products, or both, that is transmitted through a mass medium at no charge. A)Advertising B)Publicity C)Public relations D)Sales promotion E)Personal selling

Description : ___________ is communication in news story form about an organisation, its products, or both, that is transmitted through a mass medium at no charge. A)Advertising B)Publicity C)Public relations D)Sales promotion E)Personal selling

Last Answer : B)Publicity

Communication through a news story regarding an organisation and/or its products that is transmitted through a mass medium at no charge is A)advertising. B)sales promotion. C)personal selling. D)publicity.

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Last Answer : D)publicity.

The perception of price depends on A)a product's actual price and consumers' expectations regarding price. B)a consumer's analysis of competitive prices. C)a consumer's expectation of price. D)a product's actual price compared with the manufacturer's suggested price.

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Last Answer : A)a product's actual price and consumers' expectations regarding price.

Which of the following is NOT a major factor for firms making price decisions? A)Costs B)Competition C)Past sales D)Channel member expectations E)Legal and regulatory issues

Description : Which of the following is NOT a major factor for firms making price decisions? A)Costs B)Competition C)Past sales D)Channel member expectations E)Legal and regulatory issues

Last Answer : C)Past sales

Sales promotion is best defined as a(n) A)activity and/or material used as a direct inducement to resellers, salespersons, or consumers. B)advertising and publicity campaign. C)cyclical activity aimed at producing short -run effects on sales. D)activity and/or material used in personal selling.

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Advertising that encourages consumers to send in cards for additional information aids salespersons in achieving which goal of personal selling? A)Convincing prospects to buy B)Finding prospects C)Keeping customers satisfied D)Making the presentation E)Following up the sale

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Last Answer : B)Finding prospect

A marketer's advertising platform should consist of issues that are important to consumers. Selling features should not only be important to consumers, but also, if possible, should be features that A)competitive products lack. B)can be seen easily in a photograph. C)are familiar concepts to those in the target market. D)are reasonably inexpensive to develop.

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Last Answer : A)competitive products lack.

What type of advertising points out a brand's uses, features, and advantages that benefit consumers but may not be available in other brands? A)Reminder advertising B)Reinforcement advertising C)Competitive advertising D)Defensive advertising E)Institutional advertising

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Because of a limit on demand for any brand, the primary way a marketer can increase sales beyond a certain point is to: A)show consumers how the brand is better than other brands. B)promote more ways in which consumers can use the product. C)use pioneer promotion D)use reminder and reinforcement advertising.

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Last Answer : B)promote more ways in which consumers can use the product.

An activity and/or material that offers added value or incentive to resellers, salespersons, or consumers is: A)advertising. B)personal selling. C)publicity. D)sales promotion.

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All of the following are examples of publicity -based public relations tools except A)press conferences. B)feature articles. C)news releases. D)annual reports. E)news stories.

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In service marketing, the most important link to the customer is 1. effective advertising 2. good word-of-mouth communication 3. well-trained contact employees 4. the tangible aspects of the service 5. exceptional service quality

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Last Answer : well-trained contact employees

Tommy leaves the video rental shop annoyed about the small number of titles that were available for rent. His attitude is due to the actual number of tapes in the store and: A)his satisfaction with the service he received. B)the store's pricing policy. C)the number of people there to help. D)his service expectations. E)the average number of available titles at all stores.

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Last Answer : D)his service expectations.

__________ is a broad set of communication activities used to create and maintain favourable relations between the organisation and its publics. A)Advertising B)Selling C)A press strategy D)Public relations E)Publicity

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A paid form of nonpersonal communication about an organisation and/or its products that is transmitted to a target audience through a mass medium is: A)advertising. B)publicity. C)sales promotion. D)personal selling.

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Last Answer : A)advertising.

Kinesic communication is an element in which type of promotional method? A)Advertising B)Public relations C)Personal selling D)Packaging E)Sales promotion

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OES Office Systems' use of fax machines to carry its advertising messages to customers is which component of the communication process? A)Medium of transmission. B)Decoding process. C)Coding process. D)Sharing of meaning. E)Noise minimisation.

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What source of information is usually effective for moving consumers to the evaluation stage of the product adoption process? A)Salespersons B)Mass communication C)Personal sources D)Consumer advocat

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Have you noticed the increasing, and annoying, trend to embed advertising into the video content of news stories, etc?

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Location is extremely important to a retailer because: A)suppliers charge more to service stores in certain trading areas. B)a desirable location appeals to consumers' emotions and encourages them to buy. C)location is the major determinant of store image. D)location determines the trading area from which the store must draw its customers. E)convenient location is an essential customer service.

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Last Answer : D)location determines the trading area from which the store must draw its customers.

Consumers look closely at service quality when comparing competing services because A)they perceive all services to be essentially the same. B)all services are priced about the same. C)quality is the only relevant service characteristic. D)services are very difficult to evaluate.

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Any experiences that you've been influenced by doing community service?

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Last Answer : Being retired I have time to volunteer for several community services. I deliver meals to senior citizens, record readings of local newspapers for broadcast to people that are reading impaired, help prepare ... even if I had never received their thanks, I would still feel good about having helped.

The market for heavy industrial equipment is concentrated in the West Midlands, so an equipment manufacturer has decided to employ a direct sales force in that region. Which factor most influenced this distribution channel selection? A)Buyer behaviour B)Product attributes C)Organisational objectives D)Environmental forces E)Market characteristics

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Last Answer : E)Market characteristics

Which one of the following is MOST likely to be a product for which both the purchasing decision and the brand decision are strongly influenced by reference groups? A)Canned peaches B)Instant coffee C)Jeans D)Bed linen E)Soap

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Many marketers view political forces as: A)easily ignored B)easily influenced C)simple to recognise D)beyond their control

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Last Answer : D)beyond their control

An individual moves into the adoption stage of the adoption process at the point when he or she A)is self-motivated to get information about the product. B)begins using that specific product when the need for that general type of product arises. C)seriously considers whether the product will satisfy his or her needs. D)experiences the product for the first time.

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Last Answer : B)begins using that specific product when the need for that general type of product arises.

Manufactured materials and par and parts are sold directly to _____. Price and ser and service are the major marketing factors; branding and advertising tend to be less important. be less important. a. consumers b. industrial users industrial users c. brand extensions d. co-branders

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The way in which the product is delivered to meet the customer’s need refers to: - A. New product concepts B. Selling C. Advertising D. Place or distribution decisions

Description : The way in which the product is delivered to meet the customer’s need refers to: - A. New product concepts B. Selling C. Advertising D. Place or distribution decisions

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Following a hurricane, a tremendous demand for gas-powered generators occurs. Gotts Hardware holds a large stock of these items and it faces major ethical decisions with regard to the ------ issue. A) product B) advertising C) personal selling D) publicity E) pricing

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Last Answer : E) pricing

Electro PLC has centralised marketing operations with personnel who direct marketing research, distribution, sales, advertising, and so forth reporting directly to the marketing director. The marketing department is organised by A)product. B)region. C)types of customers. D)function.

Description : Electro PLC has centralised marketing operations with personnel who direct marketing research, distribution, sales, advertising, and so forth reporting directly to the marketing director. The marketing department is organised by A)product. B)region. C)types of customers. D)function.

Last Answer : D)function.

Due to the dramatic increases Mat Sanderson has seen in the cost of having his industrial salespeople visit customers, he looks into using --------- as a cost reduction technique. A)publicity B)advertising C)point -of-purchase displays D)packaging E)telemarketing

Description : Due to the dramatic increases Mat Sanderson has seen in the cost of having his industrial salespeople visit customers, he looks into using --------- as a cost reduction technique. A)publicity B)advertising C)point-of-purchase displays D)packaging E)telemarketing

Last Answer : E)telemarketing

As part of a class project, Sue Anderson interviews Gordon Jones, Director of Marketing for Kenner Industries. When asked about Kenner's promotional strategy, Gordon responds that like most industrial firms his organisation places the greatest emphasis on: A)advertising. B)publicity. C)personal selling. D)sales promotion. E)public relations.

Description : As part of a class project, Sue Anderson interviews Gordon Jones, Director of Marketing for Kenner Industries. When asked about Kenner's promotional strategy, Gordon responds that like most industrial firms ... : A)advertising. B)publicity. C)personal selling. D)sales promotion. E)public relations.

Last Answer : C)personal selling.

Air-Vac Cleaning systems rents a stand in a shopping centre. Passers by are asked to register for a draw for a free ventilation evaluation. This contest is part of Air -Vac's: A)sales promotion efforts. B)advertising campaign. C)personal selling programme. D)corporate publicity

Description : Air-Vac Cleaning systems rents a stand in a shopping centre. Passers by are asked to register for a draw for a free ventilation evaluation. This contest is part of Air -Vac's: A)sales promotion efforts. B)advertising campaign. C)personal selling programme. D)corporate publicity

Last Answer : A)sales promotion efforts

Which one of the promotion elements is probably the most powerful for services? A)Publicity B)Advertising C)Personal selling D)Sales promotion

Description : Which one of the promotion elements is probably the most powerful for services? A)Publicity B)Advertising C)Personal selling D)Sales promotion

Last Answer : C)Personal selling

7) DuPont implemented an expensive advertising campaign for Stainmaster carpet because the firm understood that if it could sell more carpeting the mills would buy more of its chemicals. DuPont demonstrated an understanding that for industrial firms demand is often A)proportional. B)downward sloping. C)inelastic. D)derived. E)seasonal.

Description : 7) DuPont implemented an expensive advertising campaign for Stainmaster carpet because the firm understood that if it could sell more carpeting the mills would buy more of its chemicals. DuPont demonstrated ... demand is often A)proportional. B)downward sloping. C)inelastic. D)derived. E)seasonal.

Last Answer : D)derived.

Which ingredient in the promotion mix will business to business marketers rely on most heavily compared with marketers of consumer products? A)Sales promotion B)Publicity C)Packaging D)Personal selling E)Advertising

Description : Which ingredient in the promotion mix will business to business marketers rely on most heavily compared with marketers of consumer products? A)Sales promotion B)Publicity C)Packaging D)Personal selling E)Advertising

Last Answer : D)Personal selling

A marketer of industrial cleaning equipment is creating a marketing mix to satisfy potential customers. As a business to business marketer which of the following is LEAST likely to be included in the company's marketing mix? A)Machine servicing B)A higher price for higher -quality products C)Technical advice about the product D)Credit extension E)Extensive television advertising

Description : A marketer of industrial cleaning equipment is creating a marketing mix to satisfy potential customers. As a business to business marketer which of the following is LEAST likely to be ... -quality products C)Technical advice about the product D)Credit extension E)Extensive television advertising

Last Answer : E)Extensive television advertising

Marketers must take steps to make sure that pricing objectives they set are consistent with the organisation's ___________ and ___________ . A)advertising objectives; marketing objectives B)overall objectives; marketing objectives C)marketing objectives; promotional objectives D)overall objectives; promotional objectives

Description : Marketers must take steps to make sure that pricing objectives they set are consistent with the organisation's ___________ and ___________ . A)advertising objectives; marketing ... ; marketing objectives C)marketing objectives; promotional objectives D)overall objectives; promotional objectives

Last Answer : B)overall objectives; marketing objectives

If Ralph Lauren offers to give retailers half the costs they incur in advertising Polo after -shave, the retailers have the option of taking advantage of a(n): A)seasonal discount. B)allowance. C)trade discount. D)noncumulative refund. E)cash discount.

Description : If Ralph Lauren offers to give retailers half the costs they incur in advertising Polo after-shave, the retailers have the option of taking advantage of a(n): A)seasonal discount. B)allowance. C)trade discount. D)noncumulative refund. E)cash discount.

Last Answer : B)allowance.

In the long run, M&M Mars must view __________ as the floor below which its chocolate bars cannot be priced. A)a 10 percent return on investment B)product development costs C)costs D)advertising expenditures E)Nestle's prices

Description : In the long run, M&M Mars must view __________ as the floor below which its chocolate bars cannot be priced. A)a 10 percent return on investment B)product development costs C)costs D)advertising expenditures E)Nestle's prices

Last Answer : C)costs

A television advertisement for Miracle -Gro lawn fertilizer indicates that the product is available at Texas Homecare.This form of sales promotion is called: A)cooperative advertising. B)dealer listing. C)push money. D)dealer loader. E)advertising allowance.

Description : A television advertisement for Miracle -Gro lawn fertilizer indicates that the product is available at Texas Homecare.This form of sales promotion is called: A)cooperative advertising. B)dealer listing. C)push money. D)dealer loader. E)advertising allowance.

Last Answer : B)dealer listing. C)push money

A limitation of sales promotion is that excessive sales promotion efforts directed at price reductions can lead to A)stronger consumer demand for information provided through advertising. B)a decline in the brand's image. C)a decline in the organization's image. D)increased costs of promotion.

Description : A limitation of sales promotion is that excessive sales promotion efforts directed at price reductions can lead to A)stronger consumer demand for information provided through advertising. B)a decline in the brand's image. C)a decline in the organization's image. D)increased costs of promotion.

Last Answer : B)a decline in the brand's image.

Over the last fifteen years the proportion of promotional dollars spent on sales promotion has A)increased at the expense of advertising. B)remained generally constant. C)declined slightly and the proportion spent on advertising has increased moderately. D)increased and the proportion spent on advertising has risen as well.

Description : Over the last fifteen years the proportion of promotional dollars spent on sales promotion has A)increased at the expense of advertising. B)remained generally constant. C)declined slightly and the ... has increased moderately. D)increased and the proportion spent on advertising has risen as well.

Last Answer : A)increased at the expense of advertising.

Concerned about the impact on her firm's promotional messages, Karen Dickson of Magnum PLC., seeks an approach with immediate feedback. She is most likely to achieve this through. A)television advertising B)newspaper advertising C)publicity D)personal selling E)sales promotion

Description : Concerned about the impact on her firm's promotional messages, Karen Dickson of Magnum PLC., seeks an approach with immediate feedback. She is most likely to achieve this through. A)television advertising B)newspaper advertising C)publicity D)personal selling E)sales promotion

Last Answer : D)personal selling