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18 Cards in this Set
- Front
- Back
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Service
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The result of applying human or mechanical efforts to people or objects
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Intangibility
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The inability of services to be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed
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Search quality
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A characteristic that can be easily assessed before purchase
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Experience quality
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A characteristic that can be assessed only after use
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Credence quality
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A characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience
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Inseparability
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The inability of the production and consumption of a service to be separated; consumers must be present during the production
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Heterogeneity
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The variability of inputs and outputs of services, which causes services to tend to be less standardized and uniform than goods
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Perishability
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The inability of services to be stored, warehoused, or inventoried
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Reliability
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the ability to perform a service dependably, accurately, and consistently
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Responsiveness
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The ability to provide prompt service
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Assurance
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The knowledge and courtesy of employees and their ability to convey trust
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Empathy
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Caring, individualized attention to customers
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Tangibles
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The physical evidence of a service, including the physical facilities, tools, and equipment used to provide the service
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Gap model
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A model identifying five gaps that can cause problems in service delivery and influence customer evaluations of service quality
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Core service
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The most basic benefit the consumer is buying
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Supplementary services
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A group of services that support or enhance the core service
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Mass customization
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A strategy that uses technology to deliver customized services on a mass basis
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Internal Marketing
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Treating employees as customers and developing systems and benefits that satisfy their needs
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