MAY 2016
- Created by: Mulenga
- Created on: 08-05-18 21:20
Other questions in this quiz
2. Which of the following service characteristics results in variability of service quality yet provides the opportunity for customising services to match the specific needs of individual customers?
- a) Homogeneity
- d) Inseparability
- b) Heterogeneity
- c) Intangibility
3. When consumers are highly involved with an expensive, infrequent, or risky purchase but see little difference among brands, they most likely will exhibit ________.
- d) Complex buying behaviour
- b) Dissonance-reducing buying behaviour
- a) Habitual buying behaviour
- c) Impulse buying behaviour
4. Faced with unknown levels of perceived risk when buying an expensive item, consumers are likely to? 1. Seek additional information 2. Rely on word of mouth 3. Look at alternatives / substitutes 4. Take more time before making a purchase decision
- a) 1, 2
- d) All of them
- b) 3,4
- c) None of them
5. ________ involves actually distinguishing the firm's market offering to create superior customer value.
- b) Market segmentation
- a) Diversifying
- c) Differentiation
- d) Targeting
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