Chpt. 11 Services: The Intangible Product

Marketing Not Es For S
Created Nov 30, 2009
by pierrewashington123
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service 
     Intangible customer benefits that are produced by...
customer service  
   Specifically refers to human or mechanical activities firms undertake to...
intangible
  A characteristic of a service; it cannot be touched, tasted, or seen like a pure...
inseparable
A characteristic of a service: it is produced and consumed at the same time; that is,...
variability  
  A characteristic of a service: its quality may vary because it is provided by...
perishability 
  A characteristic of a service: it cannot be stored for use in the future.
service gap 
   Results when a service fails to meet the expectations that customers have...
knowledge gap  
A type of service gap; reflects the difference between customers' expectations...
standards gap  
A type of service gap; pertains to the difference between the firm's perceptions...
delivery gap  
   A type of service gap; the difference between the firm's service...
 communication gap 
  A type of service gap; refers to the difference between the actual service...
service quality
  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...
zone of tolerance  
The area between customers' expectations regarding their desired service and the minimum...
empowerment 
In context of service delivery, means allowing employees to make decisions about how...
distributive fairness  
   Pertains to a customer's perception of the benefits he or she received...
procedural fairness  
  Refers to the customer's perception of the fairness of the process used to resolve...


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