The ____ defines the general benefits the service company will provide in terms of the bundle of ...

The ____ defines the general benefits the service company will provide in terms of the bundle of goods and services sold to the customer.
 A) customer-benefit concept
  B) service offer
  C) cross-selling concept
  D) mixed bundling concept
  E) service concept

Question 2

In conceptualizing the service product, the service offer refers specifically to the:
 A) actual creation and delivery of the service product.
  B) detailed service elements that will make up the total services package.
  C) general benefits the service company will provide to the customer.
  D) benefits sought by customers.
  E) overall process of assessing and responding to customer needs.

Question 3

The customer benefit concept refers to:
 A) a detailed listing of which services will be provided.
  B) guidelines for the delivery of the service product.
  C) the core benefit that the customer will derive from the service.
  D) the general benefits the service company will provide to the customer.
  E) none of the answer choices

Question 4

Development of the marketing mix is contingent upon the customer segment to be served. How do customer service segments differ from product market segments?
 A) Service segments are often narrower than product segments.
  B) Service segmentation focuses on what business buyers need versus on what they expect.
  C) Service segments are often wider than product segments.
  D) The demand patterns of each service segment are very similar.
  E) none of the answer choices

Question 5

Delivering on promises relates to which of the following dimensions of service quality?
 A) empathy
  B) responsiveness
  C) assurance
  D) reliability
  E) all of the answer choices

Question 6

In evaluating the quality of a service, which of the following dimensions is most important to customers?
 A) empathy
  B) responsiveness
  C) assurance
  D) reliability
  E) all of the answer choices