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Services marketing

This class was created by Brainscape user Axel Wilmssen. Visit their profile to learn more about the creator.

By: Axel Wilmssen
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Decks in this class (10)

Chapter 1: framework for services
Describe the service dominant log...,
Discuss the framework of the serv...,
Discuss the service quality model...
15  cards
Chapter 2: Consumer behavior in services and customer expectations
Discuss the different stages of t...,
What different types of services ...,
What variables influence expectat...
3  cards
Chapter 3: Consumer perceptions of services
Discuss the major determinants of...,
Explain the concept of the net pr...,
Explain the major sources of plea...
8  cards
Chapter 4: Listening to customers and building relationships
Discuss the 3 problems suggested ...,
What are the main research object...,
What is the critical incident tec...
4  cards
Chapter 5: Building customer relationships
Discuss how the development of re...,
When building relationships with ...,
What are the drivers for good rel...
3  cards
Chapter 6: Aligning service design, standards & servicescape
Discuss the concept of blueprinti...,
Discuss the model of bitner 1992 ...,
What type of innovations can be d...
9  cards
Chapter 7: Delivering & performing the service
Discuss the framework of the serv...,
Discuss the overall strategies se...,
Elaborate on the role of service ...
13  cards
Chapter 8: managing service recovery
In what ways can customers compla...,
Why do customers complain in what...,
What are service recovery effects
6  cards
Chapter 9: Managing service promises
Explain the three basic marketing...,
What are the major challenges for...,
What different aspects regarding ...
5  cards
All questions
How can loyalty be measured withi...,
Describe the service dominant log...,
Discuss the framework of the serv...
65  cards

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Services marketing

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