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6 Cards in this Set
- Front
- Back
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What are the 4 unique elements of services?
Be sure you know how to explain them all. |
Intangibility Inseparability Inconsistency Inventory |
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Know the service continuum |
Toothpaste is purely good Restaurant is halfgood half service Massage is purely service |
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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) |
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What is a customer contact audit? |
A flow chart of every point that the consumer ineracts with the business. |
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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 |
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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) |
