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22 Cards in this Set
- Front
- Back
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Service
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Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed
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Customer Service
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Specifically refers to human or mechanical activities firms undertake to help satisfy their customers' needs and wants
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Intangible
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They cannot be touched, taster, or seen like a pure product can
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Inseparable
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Services are produced and consumed at the same time, the service and its consumption is inseparable
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Variability
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The more humans are needed the more the quality of their services can vary
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Perishable
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Services are perishable because they cannot be stored for use in the future
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Knowledge Gap
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Reflects the differences between customers' expectations and the firm's perception of those customer expectations. Can be closed by matching customer expectations with actual service.
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Standards Gap
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Pertains to the difference between the firm's perceptions of customers' expectations and the service standards it sets. Can be close by setting appropriate service standards and measuring service performance.
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Delivery Gap
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The difference between the firm's service standards and the actual service it provides to customers. Can be closed by getting employees to meet or exceed standards.
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Communication Gap
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Refers to the difference between the actual service provided to customers and the service that the firm's promotion program promises. Can close gap by being more realistic about services they can provide while managing customer expectations effectively
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Reliability
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The ability to perform the service dependably and accurately
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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 of and courtesy by employees and their ability to convey trust and confidence
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Empathy
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The caring, individualized attention provided to customers
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Tangibles
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The appearance of physical facilities, equipment, personnel, and communication materials
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Service Quality
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Customers perceptions of how well a service meets or exceed their expectations
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Voice-of-customer program
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Collects customer inputs and integrates them into managerial decisions
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Zone of tolerance
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The area between customers expectations regarding their desired service and the minimum level of acceptable service
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Empowerment
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Allowing employees to make decisions about how service gets provided to customers
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Emotional support
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Demonstrating a concern for the well being of service providers and standing behind their decisions
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Instrumental support
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The systems and equipment to deliver the service properly
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Procedural fairness
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Refers to the perceived fairness of the process used to resolve them
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