Virginia Commonwealth University

• MGMT MGMT-389

• REVIEW QUESTION – UNIT 1 Chapter 1 1. Define the following terms: goods, services, products. Goods: objects, devices, or things Services: deeds, efforts, performance Products: refers to both good and services 2. What can be learned from the service imperative? The ____ reflects the view that the intangible aspects of products are becoming the key features that differentiate the products in the marketplace. 3. Why is it difficult to distinguish between many goods and services? Use the scale of market entities and the molecular model concept to explain your answer. Scale of market entities: Goods are tangible dominant (physical possession w/less service) while services are intangible dominant (lacking physical possession and can be only experienced) Molecular model: Representation of the relationship b/w tangible and intangible elements Evaluation of goods is based on physical aspects of the product Evaluation of services based on the experiental aspects provided to the customer 4. Utilizing the servuction model, describe your classroom experience. Servicescape – classroom temperature and powerpoint slides Contact personnel/service Providers – the interaction with university professor Other customers – positive learning influence from my classmates (team collaboration) Invisible organization and systems – The acceptable university rules, procedures 5. How would your servuction model, discussed in question 4, change as you describe the experience at a local restaurant? If too cold – I would leave. Bad interaction with ordering clerk – I never come back, other smoking customers – I would leave, not able to come at 12 when restaurant opens at 1 – will not go there 6. How does the organization and systems dimension of the servuction model differ from the other three dimensions? What is the purpose of th