term1 Definition1term2 Definition2term3 Definition3
Please sign in to your Google account to access your documents:
What are the 4 unique elements of services?
Be sure you know how to explain them all.
Intangibility
Inseparability
Inconsistency
Inventory
Know the service continuum
Toothpaste is purely good
Restaurant is halfgood half service
Massage is purely service
3 qualities purchases are based on
1) search quality (color, size)
2) experience quality (can only be evaluated after purchase)
3) credence quality (may remain unknown, like a heart surgeon's job on your heart)
What is a customer contact audit?
A flow chart of every point that the consumer ineracts with the business.
What is SERVQUAL?
A type of gap analysis that evaluates consumer's experience with their expectations.
Based on 5 dimensions:
- tangibles
- reliability
- responsiveness
- assurance
- empathy
What are the 8 P's of service marketing?
Product, price, place, promotion
People: (quality based on individual providing the service)
Physical evidence: (environment of service affects customer's perception)
Process: (make sure procedures are standardized to ensure quality)
Productivity: (making sure demand matches capacity)
Need help typing ? See our FAQ (opens in new window)
Please sign in to create this set. We'll bring you back here when you are done.
Discard Changes Sign in
Please sign in to add to folders.
Sign in
Don't have an account? Sign Up »
You have created 2 folders. Please upgrade to Cram Premium to create hundreds of folders!