BUSINESS ADMINISTRATION
MARKETING MANAGEMENT
|
Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
|
|
|
purchaser
|
|
|
provider
|
|
|
desirability
|
|
|
variability
|
Detailed explanation-1: -one of the four characteristics (with inseparability, intangibility and perishability) which distinguish a service; variability expresses the notion that a service may vary in standard or quality from one provider to the next or from occasion to the next. Also referred to as Heterogeneity.
Detailed explanation-2: -Reliability is the ability to perform the promised service dependably and accurately.
Detailed explanation-3: -Equipment-based services do not have the marketing concerns of inconsistency because people are removed from the provision of the service. Electric utilities, for example, can provide service without frequent personal contact with customers.
Detailed explanation-4: -In determining the hypotheses, consider the role of the five types of customer-introduced variability and state hypotheses for each as the cause.