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15 Cards in this Set
- Front
- Back
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pure tangible good
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no accompanying service
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tangible good with accompanying service
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good with service attached
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hybrid
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equal parts good and service
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major service with accompanying minor goods and services
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service with minor goods
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pure service
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primarily intangable service
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quality control steps for services
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1.invest in good hiring and training procedures,
2.standardize the service-performance process 3.throughout the organization, monitor customer satisfaction. |
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service demand strategies
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differential pricing
non peak demand complementary services reservation systems |
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service supply strategies
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part-time employees
peak-time efficiency increased customer participation shared services facilities for future expansion |
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external marketing
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describes the normal work for preparing, pricing, distributing, and promoting the service to customers
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internal marketing
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describes training and motivating employees to serve the customers well.
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interactive marketing
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describes the employees skill in serving the client
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best practices for top service companies
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strategic concept, top management commitment, high standards, profit tiers, monitoring systems, satisfying customer complaints
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factors leading to customer switching behavior
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pricing, inconvenience, core service failures, service encounter failures, response to service failures, competition, ethical problems, involuntary switching
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5 determinants of service quality
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reliability, responsiveness, assurance, empathy, tangibles
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life-cycle cost
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products purchase cost + discounted cost of maintenance and repair - the discounted salvage value
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