Answer the following statements true (T) or false (F)
1. Understanding and appreciating that guests, their expectations, and their capabilities are varied means that truly guest-focused organizations must hone in on their specific target markets.
2. The service package is the entire bundle of tangible and intangibles in a transaction with a service component that makes up a service experience.
3. According to Theodore Levitt, everybody is in service; it is simply a matter of which industries service components are greater or less.
4. The service experience is based on the total experiences with a service provider, not each experience independently.
1. False
2. True
3. True
4. False
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Using segmentation by size, which type of organization would be most likely to be contacted by a field sales person visiting the organization's place of business?
A) small size B) medium size C) large size D) governmental
Of the many customers a company may have, it is important that a company identifies those customers who ______.
A. pay for its products B. advertise its products C. are critical for the company’s survival D. are occasional users of the company’s products
Why must one be careful about joining business associations that support lobbying efforts?
a. Many lobbying groups are highly influenced by social group relativism. b. Many lobbying groups are highly influenced by utilitarianism. c. Most lobbying groups use illegal means, such as cash donations to politicians, to achieve their goals. d. Most lobbying groups are thoroughly partisan in their political nature.
Which element below is not one of the tactics for influencing others listed in the textbook?
a. Assertiveness b. Inspirational appeals c. Consultation d. Association building