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8 Cards in this Set

  • Front
  • Back
four I's of services
intangibility, inconsistency, inseparability, inventory
idle production capacity
service provider is available but there is no demand
service continuum
range from the tangible to the intangible or good-dominant to service-dominant offerings
gap analysis
diff btwn consumer's expectations and experience
customer contact audit
flowchart of the points of interaction btwn consumer and service provider
internal marketing
service org must focus on its employees, or internal mkt, before succesful programs can be directed at customers
capacity mgmt
service component of the marketing mix must be integrated with efforts to influnece consumer demand
off-peak pricing
charging diff prices during diff times of day/week to reflect varriations in demand for the service