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21 Cards in this Set
- Front
- Back
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3 of them
Growth and IMportance of Service Industries. |
Prosperity - Automation - Complexity
(Cap) |
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4 of them
Unique Qualities of Services |
Inseperable - Intangible - Perishable - Heterogenous
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Descriptions of each.
Intangible |
service cannot be touched
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Inseperable
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service is produced and consumed at the same time
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Perishable
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services unused in one time period cannto be stored for use in the future.
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Heterogenous
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differences between services
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5 of them
Service Org Class |
Type of market, goals of org, labor intenseness, customer contact, and level of skill. (TLCLG)
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3 of them
Evaluating service quality |
competition, performance standards, customer satisfaction
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3 types
Promotion |
word of mouth, endorsements, and personal selling
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3 of them
Growth and IMportance of Service Industries. |
Prosperity - Automation - Complexity
(Cap) |
|
|
4 of them
Unique Qualities of Services |
Inseperable - Intangible - Perishable - Heterogenous
|
|
|
Descriptions of each.
Intangible |
service cannot be touched
|
|
|
Inseperable
|
service is produced and consumed at the same time
|
|
|
Perishable
|
services unused in one time period cannto be stored for use in the future.
|
|
|
Heterogenous
|
differences between services
|
|
|
5 of them
Service Org Class |
Type of market, goals of org, labor intenseness, customer contact, and level of skill. (TLCLG)
|
|
|
3 of them
Evaluating service quality |
competition, performance standards, customer satisfaction
|
|
|
3 types
Promotion |
word of mouth, endorsements, and personal selling
|
|
|
Defintions:
Labor Intensiveness |
refers to the amount of human effort reuired to deliver a service.
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Service Quality
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the degress to which the service meets customers needs and expectations.
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Bundling
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practice of combining the price of several related services
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