Defining Service Quality
Service Quality/Customer Satisfaction
Why Outsource?
Staying In-House
Services That Can Be Outsourced
100
The final dimension of service quality that is delivered by treating customers as individuals with unique needs and by showing customers they are important to the organization is an example of what?
Empathy
100
What is an individual’s judgment of an experience that compares outcomes with expectations held prior to the experience?
Customer Satisfaction
100
Name the four advantages of outsourcing.
Expertise, Objectivity, Resource Availability, Cost Effectiveness
100
List the three reasons for keeping marketing functions in-house.
Cost, Control, Consistency
100
With outsourcing ticket sales activities, turning to a ticket sales consultancy for ______ is beneficial for developing selling skills, techniques, and different approaches to the selling process.
Training
200
What are the five unique characteristics of service quality?
Intangibility, Reliability, Responsiveness, Assurance, Empathy
200
The terms “service quality” and “satisfaction” are used interchangeably because they are the same concepts. True or False.
False
200
A marketing agency’s ________ can be developed through specialization in one or a few marketing functions. One way to do this is focusing on specific markets or customers.
Expertise
200
Which of the three reasons for keeping marketing functions in-house is highly related to the control issue?
Consistency
200
Businesses small and large, across a wide rage of industries, especially the sports industry, utilize outside agencies to meet some or all of their ______ _______ needs.
Marketing Communications
300
Bringing tangibility to a service experience can influence consumers’ perceptions of the quality delivered. What are three of the six methods of making a sports property tangible?
Sports Venue, Sportscape, Equipment, Appearance of Employees, Mascots, Entertainment
300
Managerial focus on motivating employees within an organization to help meet the needs of the consumer is _______.
Internal Marketing
300
Resource availability in which an agency can possess resources in the form of its network of contacts with other businesses and decision makers makes it relevant for what?
Sponsorship Sales
300
What team became one of the only three of the league’s thirty-two teams to manage foodservice in-house?
Arizona Cardinals of the NFL
300
One of the most visible aspects of media operations to sports fans that can be outsourced is _______.
Television (Radio)
400
A tactic used to respond to failures in the area of service reliability is offering guarantees. True or False.
True
400
What are the three areas of emphasis on internal marketing?
Leadership, Training, Innovation
400
An alternative reason for outsourcing is that in some cases it costs less to hire someone to do a job than to do it yourself. This is an example of cost effectiveness. True or False.
True
400
When operations are carried out in-house, accountability for day-to-day execution and performance is no longer handled by someone who reports directly to a manager in the organization. True or False.
False
400
Identify the four facility operation functions that can be outsourced.
Food Service, Retail Merchandising, Security, Janitorial
500
A service operation can be broken down to the number of steps that a customer must take and what is done at each step to receive the service. This practice is known as ________.
Service blueprinting
500
Name one of the sports teams that have hired Disney, the legendary supplier of internal marketing, to help wit their internal marketing.
Orlando Magic, Arizona Cardinals, University of Tennessee, National Tennis Center, 2010 FIFA World Cup
500
An outside agency offers you an unbiased perspective on your business; this is an example of _______.
Objectivity
500
When performance problems are created by an outsourced firm it is more difficult to handle the situation since the employee is under the control of the ______ firm.
Outsourced
500
A sports property can outsource a single task or function, several functions, or its entire marketing operations. List the six services that can be outsourced.
Ticket Sales, Sponsorship Sales, Media, Facility Operations, Marketing Communications, Market Research
M
e
n
u