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7 Cards in this Set
- Front
- Back
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Service Characteristics
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1. Intangibility
2. Inseparability of Production and Consumption 3. Perishability 4. Heterogeneity 5. client-based relationships 6. customer contact |
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Intangibility
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Major characteristic that distinguishes a service from a good.
The characteristic that a service is not physical and cannot be perceived by the senses |
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Inseparability
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The quality of being produced and consumed at the same time
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Perishability
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The inability of unused service capacity to be stored for future use
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Heterogeneity
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variation in quality
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client-based relationships
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Interactions that result in satisfied customers who use a service repeatedly over time
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Customer Contact
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The level of interaction between provider and customer needed to deliver the service.
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