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17 Cards in this Set

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