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Intangible customer benefits that are produced by people or machines and cannot be separated from the producer.
Specifically refers to human or mechanical activities firms undertake to help satisfy their customers' needs and wants.
A characteristic of a service; it cannot be touched, tasted, or seen like a pure product can.
A characteristic of a service: it is produced and consumed at the same time; that is, service and consumption are inseparable.
A characteristic of a service: its quality may vary because it is provided by humans.
A characteristic of a service: it cannot be stored for use in the future.
Results when a service fails to meet the expectations that customers have about how it should be delivered.
A type of service gap; reflects the difference between customers' expectations and the firm's perception of those expectations.
A type of service gap; pertains to the difference between the firm's perceptions of customers' expectations and the service standards it sets.
A type of service gap; the difference between the firm's service standards and the actual service it provides to customers.
A type of service gap; refers to the difference between the actual service provided to customers and the service that the firm's promotion program promises.
Customers' perceptions of how well a service meets or exceeds their expectations.
voice-of-customer (VOC) program
An ongoing marketing research system that collects customer inputs and integrates them into managerial decisions.
zone of tolerance
The area between customers' expectations regarding their desired service and the minimum level of acceptable service—that is, the difference between what the customer really...
In context of service delivery, means allowing employees to make decisions about how service is provided to customers.
Pertains to a customer's perception of the benefits he or she received compared with the costs (inconvenience or loss) that resulted from a service failure.
Refers to the customer's perception of the fairness of the process used to resolve complaints about service.