_________ such as statistics, testimonials, and case histories can be utilized to preempt a buyer from asking, Can you prove it? or Who says so?
Fill in the blank(s) with correct word
Question 2The difference between what management perceives consumers to expect and the quality specifications set for service delivery is called the _____ gap.
A) knowledge
B) standards
C) delivery
D) communications
E) service
Question 3Being economically responsible is the most basic social responsibility of any business. This responsibility has the most immediate effect on:
A) customers.
B) shareholders.
C) the government.
D) the community.
E) all stakeholders.
Question 4Sales aids in the form of slides, videos, or multimedia presentations are referred to as _________.
Fill in the blank(s) with correct word
Question 5As a service organization's hierarchy becomes more complex and more levels of management are added, the firm is more likely to experience a _____ gap.
A) knowledge
B) standards
C) delivery
D) communications
E) confirmation
Question 6__________ is a broad concept that relates to an organization's obligation to maximize its positive impact on society while minimizing its negative impact.
A) Marketing ethics
B) Corporate philanthropy
C) Social responsibility
D) Strategic philanthropy
E) Social engineering
Question 7A(n) _________ is a special and useful form of comparison that explains one thing in terms of another.
Fill in the blank(s) with correct word
Question 8A hotel may feel that its customers prefer comfortable rooms, when, in fact, the majority of the hotel's customers spend little time in their rooms and are more interested in on-site amenities such as the pool, spa, and restaurants. This hotel is suffering from a _____ gap.
A) knowledge
B) standards
C) delivery
D) communications
E) confirmation
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