CPG stands for

CPG stands for

A. can price generously
B. consumer packaged goods
C. cheaply priced goods.


Answer: B. consumer packaged goods

Technology can help facilitate service delivery through

Technology can help facilitate service delivery through

A. access to a wide variety of services.
B. greater control over service delivery by customers.
C. increased efficiency.
D. greater ability to obtain information.
E. all of these.


Answer: E. all of these.

Training service providers to know exactly what a "good job" entails is setting service

Training service providers to know exactly what a "good job" entails is setting service

A. knowledge.
B. quality.
C. delivery.
D. standards.
E. empowerment.


Answer: D. standards.

A __________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.

A __________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.

A. seniority
B. knowledge
C. standards
D. delivery
E. communication


Answer: B. knowledge

When marketers state that services are __________, they are referring to the fact that services cannot be stored for use in the future.

When marketers state that services are __________, they are referring to the fact that services cannot be stored for use in the future.

A. intangible
B. inseparable
C. variable
D. durable
E. perishable


Answer: E. perishable

When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a

When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a

A. knowledge gap.
B. standards gap.
C. social expectations gap.
D. delivery gap.
E. communications gap.


Answer: E. communications gap.