MULTIPLE CHOICE. ____ prepares the service provider and the customers for the service process * internal marketing external marketing interactive marketing _____ is an advertising strategy that responds to the intangibility property of service that refers to presenting a vivid story of an actual service delivery incident for important service attributes. * performance documentation physical representation service performance episode managing internal marketing communications ____ refers to the communication of service offering of the company to employees and staff * 2 points internal marketing external marketing interactive marketing Managing service promises by offering service guarantee whereby delivery is greater than or equal to promises is an approach form managing _____ * internal marketing customer education customer expectations managing internal marketing communications ____ refers to the communication of service offering of the company to external parties. * internal marketing external marketing interactive marketing To prepare customers for service experience, the service provider facilitates customer involvement in production for customers to demonstrate their expected roles. * true false fallacy There are ____ marketing communications mix for services * seven six five ___ is an advertising implications that refers to a step-by-step documentary process of the case history for what the firm do towards customer's subjective experience. * generality impalpability abstractness Leveraging social media can be used to address service intangibility. * true false fallacy Providing information about peak and off-peak periods in services can stimulate and not dampen demand to match capacity * true false fallacy This integrates all external and internal communication channels to present consistent message to customers Integrated Marketing Communication Integrated Services Communication Integrated Messaging Communication services marketing communication must necessarily involve service personnel contribution to help customers understand the service encounter * true false fallacy Brand equity can positively subtract from the perceived value of the product. * true false fallacy The checklist for marketing communication's goal is to ____ * education service customers set clear objectives build awareness/interests for brands The checklist for marketing communication's goal is to ____ * education service customers set clear objectives build awareness/interests for brands