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11 Cards in this Set
- Front
- Back
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Intangibles
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Experience-based products
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Intangability
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Means customers can't see, touch, or smell
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Inseparability
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The characteristics of a service that means that it is impossible to separate the production of a service from the consumption of that service. (eating yesterday's food at another location)
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Service Encounter
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The actual interaction between the customer and the service provider
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disintermediation
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A service that requires the customer to obtain an outcome without the intervention of a human provider.
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SERVQUAL
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A multiple item scale used to measure service quality across dimensions of tangible, reliability, responsiveness, assurance and empathy.
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Reliability
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they physical facilities and equipment and the professional appearance of personnel
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Reliability
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the ability to provide dependably and accurately what was promised
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Responsiveness
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the willingness to help customers and provide prompt service
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Assurance
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the knowledge and courtesy of employees, and the ability to convey trust and confidence
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Empathy
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the degree of caring and individual attention customers receive
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