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22 Cards in this Set
- Front
- Back
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intangibles |
experience-based products |
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services |
intangible products that are exchanged directly from the producer to the customer |
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intangibility |
the characteristic of a service that means customers can't see, touch, or smell good service. |
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perishability |
the characteristic of a service that makes it impossible to store for later sale or consumption |
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capacity management |
the process by which organizations adjust their offerings in an attempt to match demand |
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variability |
the characteristic of a service that means that even the same service performed by the same individual for the same customer can vary |
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inseparability |
the characteristic of a service that means that it is impossible to separate the production of a service from the consumption of that service |
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service encounter |
the actual interaction between the customer and the service provider |
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disintermediation |
a service that requires the customer to obtain an outcome without the intervention of a human provider |
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core service |
the basic benefit of having a service performed |
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augmented services |
the core service plus additional services provided to enhance value |
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servicescape |
the actual physical facility where the service is performed, delivered, and consumed |
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search engine optimization (SEO) |
a systematic process of ensuring that your firm comes up at or near the top of lists of typical search phrases related to your business |
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search qualities |
product characteristics that the consumer can examine prior to purchase |
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experience qualities |
product characteristics that customers can determine during or after consumption |
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credence qualities |
product characteristics that are difficult to evaluate even after they have been experienced |
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SERVQUAL |
a multiple-item scale used to measure service quality across dimensions of tangibles, reliability, responsiveness, assurance, and empathy |
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gap analysis |
a marketing research method that measures the difference between a customer's expectation of a service quality and what actually ocurred |
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critical incident technique |
a method for measuring service quality in which marketers use customer complaints to identify critical incidents--specific face-to-face contacts between consumer and service providers that cause problems and lead to dissatisfaction |
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place marketing |
marketing activities that seek to attract new businesses, residents, or visitors to a town, state, country, or some other site. |
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idea marketing |
marketing activities that seek to gain market share for a concept, philosophy, belief, or issue by using elements of the marketing mix to create or change a target market's attitude or behavior |
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new dominant logic for marketing |
a reconceptualization of traditional marketing to redefine service as the central (core) deliverable and the actual physical products purveyed as comparatively incidental to the value proposition |
