the visual that explains services to be more or less tangible and rarely completely tangible or completely intangible
What is Tangibility Spectrum?
100
the most basic distinguishing characteristic of services, because services are performances or actions rather than objects.
What is intangibility?
200
People, Physical Evidence, and Process
What is expanded marketing mix
200
the service provided in support of a company's core products
What is Customer Service?
200
the idea that no two services will be exactly alike because many times they are performed by humans who differ in performance from day to day
What is heterogeneity?
300
the procedures, mechanisms, and flow of activities by which the service is delivered--the service delivery and operating systems
What is Process
300
83%
What is the services employment percentage for 2009?
300
the idea that services are often times produced and consumed at the same time
What is simultaneous production and consumption?
400
the environment in which the service is delivered and where the firm and customer interact, as well as any tangible components that facilitate performance or communication of the service
What is Physical Evidence
400
the airline, banking, telecommunications or trucking industries
What is a deregulated Industry?
400
the idea that services cannot be saved, stored, resold or returned.
What is Perishability?
500
Yvette Holmes Nelson
What is our professor?
500
the basic force behind service innovations today
What is Technology?
500
attributes that can be discerned only after purchase or during consumption, including color, style, price, fit, feel, hardness and smell