Marketing - Study Mode

[#396] SSTS refers to __________.
Correct Answer

(B) Self- Service Technologies

Explanation

Solution: SSTS refers to Self- Service Technologies. Self-Service Technologies (SSTs) are technological interfaces allowing customers to produce services independent of involvement of direct service employee.

[#397] _____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.
Correct Answer

(D) Experience

Explanation

Solution: An experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event. Commodities are fungible, goods tangible, services intangible, and experiences memorable.

[#398] Top firms audit service performance by collecting _________ measurements to probe customer satisfiers and dissatisfies.
Correct Answer

(C) Voice of the customer

Explanation

Solution: Top firms audit service performance by collecting voice of the customer measurements to probe customer satisfiers and dissatisfies. Voice of Customer (VoC) is a term widely used in market research, that describes your customer’s feedback about their experience with your products and services.

[#399] The services a customer expects are called the ______service package.
Correct Answer

(C) Primary

Explanation

Solution: The services a customer expects are called the primary service package. This is a bundle of services that are sold together as a unit by a company. For example, a cleaning company might sell a basic service package that includes a weekly cleaning for a month.

[#400] The fact that a business traveller may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service:
Correct Answer

(C) Variability

Explanation

Solution: The fact that a business traveller may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service variability.