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17 Cards in this Set
- Front
- Back
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that result in satisfied customers who use a service repeatedly over time
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client-based relationship
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Direct consumers of a product of a nonbusiness organization
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client publics
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Attributes that customers may be unable to evaluate even after purchasing and consuming a service
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credence qualities
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The level of interaction between provider and customer needed to deliver the service
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customer contact
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Attributes that can be assessed only during purchase and consumption of a service
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experience qualities
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Indirect consumers of a product of a nonbusiness organization
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general publics
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Variation in quality.
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Heterogeneity
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The quality of being produced and consumed at the same time
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Inseparability
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Unable to be perceived by the senses onto be possessed
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intangibility
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Marketing activities conducted to achieve some goal other than ordinary business goals such as profit, market share, or return on investment
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nonprofit marketing
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The value of the benefit given up by choosing one alternative over another
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opportunity costs
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The inability of unused service capacity to be stored for future use
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Perishability
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Tangible attributes that can be judged before the purchase of a product
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search qualities
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Customers' perceptions of how well a service meets or exceeds their expectations
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service qualities
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An intangible product involving a deed, a performance, or an effort that cannot be physically possessed
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service
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People interested in or concerned about an organization, a product, or a social
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target public
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A marketing channel managed by a single channel member to achieve efficient, low-cost distribution aimed at satisfying target market customers
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VMS- Vertical Marketing Systems
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