When the Physical Product Cannot Be Easily Differentiated, the Key

question 36

Multiple Choice

When the physical product cannot be easily differentiated, the key to competitive success may lie in adding valued services and improving their quality. The main service differentiators are ordering ease, delivery, installation, ________, customer consulting, maintenance, and repair.

• A) technology intensity
• B) responsivity
• C) ease of use
• D) customer training
• E) adaptability

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Definitions:

Erving Goffman

A highly influential sociologist known for his works on symbolic interactionism, he explored social identity, group dynamics, and the concept of the "presentation of self" in everyday life.

Talcott Parsons

An influential American sociologist known for his development of a general theory for the study of society, which he called structural functionalism.

Protestant Ethic

A concept associating Protestantism with the virtues of hard work, thrift, and efficiency in one’s worldly calling, suggested by Max Weber to have contributed to the economic success of Western societies.

Class Consciousness

The awareness of one's social class and its implications, often leading to collective action or social change.