Services Marketing quizzes
How businesses market services, build customer trust, and deliver experiences that shape satisfaction and loyalty.
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From Services Marketing: Characteristics of services · The Four Core Characteristics
Two customers get very different treatment at the same bank branch on the same day. Which characteristic explains this?
- Perishability
- Heterogeneity (variability)
- Intangibility
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Answer: Heterogeneity (variability)
Because people deliver services, quality varies with who serves you, when, and in what mood.
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