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Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are bought. This is known as the ________ aspect of services.

A __________ is a plan for proposed development; it is submitted to the jurisdiction and includes location of structures, occupancy and construction type, proposed roadway and parking facilities, and available fire flow.

When a firm doesn’t pay any attention to the differences in segments and addresses the whole market with one offer, this is ____ marketing.

Chick-fil-A restaurants are positioned as offering healthy, good-tasting chicken sandwiches. When the competitive frame of reference is quick-serve restaurants like McDonald’s, what is the POD?

Of the following, which would be categorized as a hybrid service?

Customers who have had a negative service experience, many times will stop doing business with the service provider company. On average, what percent of customers stop doing business after a bad service experience?

When Proctor & Gamble selects which customers they intend to target with their marketing efforts, they must also identify which customers they will _____.

Kraft Foods, Inc. hosts a big family event with dinner and games once a year. The organizers arranged for the best possible menu thinking that food would be a priority, but the staff were disappointed because the activities were very poorly planned. What kind of service-quality gap is apparent here?

Shoes For You, a company that creates a uniquely styled and fitted shoe for each individual customer, is an example of ________.

When Michelin promotes its tires as durable with maximum road surface grip, it is focusing on which component of customer value?