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17 Cards in this Set
- Front
- Back
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intangibility
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characteristic of a service that means customers cannot see, touch or smell good service
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inseparability
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characteristic of service that means that is impossible to separate the production of a service from the consumption of that service
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service encounter
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the actual interaction between the customer and the service provider
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perishability
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characteristic of service that makes it impossible to store for later sale or consumption
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capacity management
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the process by which organisations adjust their offerings in an attempt to match demand
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variability
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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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name the seven marketing mix for services
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place, price, promotion, product, people, processes, physical facilities
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search qualities
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product characteristic that consumer can examine prior to purchase.
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experience qualities
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product characteristic that customer can determine during or after consumption
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credence qualities
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product characteristic that are difficult to evaluate even are they have been produced.
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core service
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basic benefit of having a service performed
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augmented service
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core service plus additional services provided to enhance value
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servicescape
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the actual physical facility where the service is performed, delivered and consumed
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what is SERVQUAL?
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search model developed to measure service quality based on: reliability, responsiveness, assurance, tangibles, empathy
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critical incident technique
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method for measuring service, quality in which marketers use customer complaints to identify critical incidents
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place marketing
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activities that seek to attract new businesses, residents
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idea marketing
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marketing activities that seek to gain market share for a concept, belief of issue
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