اختبار الجاهزية: MKT465

Using the 'Flower of Service' model, distinguish between the 'Core Product' and 'Supplementary Services'. Provide one example of a Facilitating element and one example of an Enhancing element.

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Explain the concept of 'Intangibility' in service products and describe the recommended solution for marketing them effectively.

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Describe the 'Cycle of Failure' in service organizations. What are the key characteristics regarding employees and customers in this cycle?

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Contrast the 'Cycle of Mediocrity' with the 'Cycle of Success'. What is the primary goal of the organization in each cycle?

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Define 'Service Blueprinting' and explain the function of the 'Line of Visibility'.

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What is 'Poka-Yoke' in the context of service quality? Provide the three steps for implementing a Poka-Yoke method.

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Explain the 'Pricing Tripod' framework. What determines the Floor, the Ceiling, and the final price point?

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Discuss 'Revenue Management' (Yield Management). How does it use 'Rate Fences' to maximize revenue?

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What is 'Emotional Labor' in frontline service jobs, and why can it lead to stress?

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Explain 'Self-Service Technologies (SSTs)' and identify two potential barriers to their adoption by customers.

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