Introduction game

Tutorial 1

100

What are the characteristics of a Service?

• Intangibility, Heterogeneity, Inseparability, Perishability

200

What is the Service Dominant Logic?

value derived from physical goods is the service provided by the good

300

How many and what provider gaps are included in the Gap model?

• PG1 Not knowing what customers expect
• PG2 Not selecting the right Service Quality Designs and Standards
• PG3 Not delivering to service designs and standards
• PG 4 Not matching performance to promises

Tutorial 2

100

What does brand-loyalty describe?

The degree to which consumers are committed to particular brands of goods or services

200

What does the term “Customer Co-Production” refer to?

Services that have little to no value without the full participation of the customer

300

What are the phases in consumer decision-making and evaluation of services?

Need recognition, Information search, Evaluation of alternatives, purchase, Consumer experience, Post-Purchase evaluation

Tutorial 3

100

What can companies collect to gain and store information about their customers and what is this process called?

• Data; Market research

200

What is user-generated content?

Material such as personal opinions, news, ideas, photos, and videos published on the Internet by users of social networks, blogs, online communities and product/service review sites

300

What is Mystery Shopping?

• Form of research where organizations end people into service establishments to experience and evaluate the service as if they were customers