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40 Cards in this Set
- Front
- Back
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The Service sector |
includes....profit/ non profit buisnesses, govenment agencies Jobs...high payed technicials to minimum-wage size... global to local small buisnesses |
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The Sevice secor |
adds more economic value than agriculture, raw materials and manufacturing combind in most countries in US 70% of GDP and 80% of jobs |
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j |
j |
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Goods vs. Products |
object, devices or things goods, sevices, people, ideas, ect... |
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Intangable |
sevices that cannnot be seen, touch, heard, tasted, or felt in the same way as goods |
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Variable (Heterogeneity) |
services are less standardized than goods. consistency and quality control is hard to acheive because labor intensive, but allows to customize to better fit customers needs |
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Inseperable |
goods are produced, sold, then consumer... while sevices are usally sold, produced and, consumed at same time... and the customer is usally involved with the production |
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Perishable |
Services cannot be stored, warhoused, or inventoried. IF not used revenue is lost |
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Good dominated Products |
tangible products assisted by supportive sevices (cars, home appliances, electronics) |
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Equiptment/ Facilitation-Based services |
heavey reliance on both equiptment and personnel (hosspital, tanning salon, health clubs) |
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People-Based sevices |
Heavy reliance on personnel with little/ no equiptment needed (doctors, retailers) |
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People Processing |
Tangible acts directed at people (airlines, hospitals, haircutting, restaurants, hotels, fitness centers) |
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Possesion Processing |
Tangible acts directed at possessions
(freight,, repair, cleaning, landscaping , retailing, recyling ) |
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Mental stimulus proccessing |
Intangaible acts directed at people (broadcasting, counceling, education, psychotherapy) |
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Information Processing |
intagable acts directed at possession (accounting, banking, insurance, legal, research) |
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Core Product and suplementary Service |
the good or service (often become commodities) helps to differentiate core products to create competitive advantage by enhancing the value or apeal |
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Servicescapes |
enviornment in which the service is delivered and where firm and customers interact.
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Ways to prove service preformance |
create physical apperance -building/lanscape -interior design/ furniture - vechicles/ equiptment - staff grooming/ clothing -other tangibles |
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How to acesss intangible sevices |
Search qualities Experience qualities Credence qualities |
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Search Qualities |
characteristics can examine proir to purchase |
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Experience Qualities
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characteristics can determine after consumption |
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Credence Qualities |
- attibutions difficult to evaluate even after we experience them |
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Service Quality Scale |
Reliable Assurance Empath Persponsiveness Tangiles |
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Reliable |
Dependable, accurate, consistent (do right the first time) |
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Assurance |
Trust knowlege skill |
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Empathy |
caring, individualized attention |
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Responsiveness |
Promptness |
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Tangible |
Physical evidence |
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Gap Model |
Identifies five gaps ithat can cause problems in service delivery and influence customer evaluations of service qualities (larger gap the worse the quality) -requires a lot of information to work properly |
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When sevices fail |
Appoligize resolve proble do not further inconvience Analyze the mistake and fix for next time |
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Expectations after complaing |
outcome fairness procedural fairness interaction fairness |
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Service faliure and recovery |
1. hire right people (intensify hire process) 2. Enable peole (empower, training, high preformance service) 3. Motivate/ energize people (utilize range of rewards) |
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aspects of Employee Satisfaction |
Net Vaule of job (costs and Benifits) -impact customer satisfaction (can't keep employee probably cant keep customer) -Impact cost of organization (recruiting ee's and customers) -Impact productivity and quality |
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Best companies to work for |
1. Google 2. Boston Consulting Group 3. Acuity 32. St. Judes childrens hospital |
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Nonprofiting Marketing |
organization that exists to achieve some goal other than the usual buisness goals of profit, market share, or return on investment |
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How are non profits like services |
they are services - market intangible produts -production requires customer presence -Variation in service delivery But face challenges in the target market, product, promotion and place of marketing |
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Challenges of target markets of nonprofits |
- many people are indifferent or opposed -many hold opposing positions - undifferentiated stratigies |
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Challanges in products of nonprofit |
Complex benifits strenght of benifits involvement (either high or low no middle ground) |
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Challenges of promoting a non profit |
- limited financial resources (volunteers, sales promotion, public serrvice annoucments) |
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Pricing challenges of nonprofit |
pricing objectives, nonfinancial pricing, indirect payment (taxes), payer vs. user, below- cost pricing |
