Flashcard Set Preview
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service
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an intangible product that involves a deed, performance, or an effort that cannot be physically...
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80% of US GDP
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services account for nearly ________ of US GDP
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service characteristics
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1. intangibility2. inseparability of production and service3. perishability4. heterogeneity5....
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intangibility
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characteristic that a service is not physical and cannot be perceived by the senses
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inseparability of production and consumption
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production of a service cannot be separated from its consumption by customers-customer must...
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perishability
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unused service capacity cannot be stored-balance supply and demand to avoid over capacity issues
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heterogeneity
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variations in quality-human behavior leads to inconsistent quality-automate to reduce...
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client based relationships
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interactions resulting in satisfied customers who use a service repeatedly(build...
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customer contact
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level of interaction between provider and customer needed to deliver the service
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telepresence
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screens and technology= intangible and inseparability
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intangibility marketing challenges
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1. difficult to evaluate2. don't take physical possession3. difficult to advertise and...
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inseparability of production and consumption challenges
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1. cannot mass produce services2. customer must participate in production3....
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perishability marketing challenges
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1. services cannot be stored2. balance supply and demand difficult3. unused capacity loss4....
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heterogeneity marketing challenges
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1.service quality difficult to control2. difficult to standardize delivery
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client-based relationships marketing challenges
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1. success= satisfaction and keeping customers2. generating repeat business3. relationship...
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customer contact marketing challenges
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1. service providers are critical to delivery2. high levels of service employee training...
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