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