Chapter 12 Marketing Exam

Front 1

Tangibles

Back 1

Physical evidence of a service, including the physical facilities, tools, and equipment used to provide the service.

Front 2

Trademark

Back 2

Exclusive right to use a brand or part of a brand.

Front 3

Inseparability

Back 3

The inability to separate the production and consumption of services consumers must present during the production.

Front 4

Heterogenity

Back 4

the variability of the inputs and outputs of services, which cause srvies to be less standardized and uniform than goods.

Front 5

Sevice

Back 5

The result of applying human or mechanical effort to people or objects.

Front 6

Intangibility

Back 6

the inability of services to be touched, seen, tasted, heard or felt in the same manner that goods can be sensed.

Front 7

Perishability

Back 7

Inability of services to be stored, warehoused or inventoried.

Front 8

Empathy

Back 8

Caring and individualized attention to customers.

Front 9

Internal Marketing

Back 9

Treating employees as customers and developing systems and benefit's that satisfy their needs.