When considering the categories of service offerings, to which category does a cell phone belong?

American Express’s “World-Class Service, Personal Recognition,” Mary Kay’s “Enriching Women’s Lives,” Hallmark’s “Caring Shared,” and Starbucks’ “Rewarding Everyday Moments” are examples of brand ________.

If a McDonald’s Big Mac tastes significantly different from one restaurant location to another, this represents a problem with the product’s ______.

Cortney had an appointment scheduled with Dr. Alito at his office, but couldn’t make it on time due to traffic. By the time she arrived, the doctor had already begun with the next patient. This illustrates the ________ of services.

Of the following, which is true?

Brand mantras typically are designed to capture the brand’s points-of-________, that is, what is unique about the brand.

Which of the following steps will help service firms to increase their quality control?

If a brand element can be used to introduce new products in the same or different categories, the brand element is said to be ________.

When your JBL headphone sound quality is simply unacceptable to you, this represents a problem with the product’s ________.

The Affordable Care Act, also known as “Obamacare,”