Services: The Intangible Product Ch 10

Front 1

customer service

Back 1

satisfying customers wants and needs with human/mechanical activities

Front 2

intangible

Back 2

something with no physical shape

Front 3

inseparable

Back 3

service that is produced and consumed at the same time (ex. hotel room)

Front 4

inconsistent

Back 4

quality vary because it is provided by humans (ex. hair stylist)

Front 5

inventory

Back 5

perishable and cannot be stored in the future (ex. ski resorts)

Front 6

service gap

Back 6

when service fails to meet the expectations that customers have about it should be delivered

Front 7

knowledge gap

Back 7

difference between customers expectations and the firms perception of those expectations

Front 8

standards gap

Back 8

difference between firms perceptions and of customers expectations and the service standards it sets

Front 9

delivery gap

Back 9

difference between firms service and the the actual service it provides

Front 10

communication gap

Back 10

difference between the actual service provided to customers and service that the firms promotion program promises

Front 11

service quality

Back 11

customer perceptions of how well a service meets or exceeds their expectations

Front 12

Voice-of-Customer (VOC) program

Back 12

marketing research system that collects customers insights and intelligence to influence and drive business decisions

Front 13

zone of tolerance

Back 13

zone between customer's expectations regarding desired service and the minimum level of acceptable service

Front 14

empowerment

Back 14

context of service delivery, allowing employees to make decisions about how service is provided to customers

Front 15

distributive fairness

Back 15

customers perception of the benefits received comparing costs that resulted from a service failure

Front 16

procedural fairness

Back 16

fairness of the process used tor resolve complains about service