Unique Characteristics
Helping customers visualize (imagine) services overcomes the challenge of...
intangibility
It is getting harder for companies to satisfy customers due to rising...
expectations
"The hotel was sparkling clean, the staff looked great in their uniforms, and I loved the bath products." This customer is talking about...
tangibles
Companies with good service get free WOM advertising. WOM means...
Word Of Mouth
A culture that uses policies, procedures and reward systems to encourage all departments focus on the customer is called a...
service culture
Balancing supply and demand helps overcome the challenge of...
perishability
The challenging process of finding and hiring staff is called...
recruitment
"I was really scared of flying during the pandemic, but the website explained all the precautions the airline is taking, so I felt safer." This customer is talking about...
assurance
Good service helps companies with similar products 'stand out' or _______________ themselves from their competitors.
differentiate
The attitudes or beliefs shared by everyone in an organization or business is called the...
organizational culture / business culture / workplace culture
Training employees to follow standardized procedures helps overcome the challenge of...
heterogeneity
The challenge of keeping staff is called...
retention
"I was embarrassed because my baby wouldn't stop crying during takeoff, but the flight attendant, who is a new mother herself, me feel better." This customer is talking about...
empathy
It is more profitable for companies to focus on existing customers rather than on new customers, because 'old/repeat' customers are ready to refer, spend and pay...
more
Establishing a service culture requires setting a good example and spending time & money on training. The person who needs to do this is the...
boss/manager
Training internal customers helps overcome the problem of...
Inseparability
Companies face increased competition in international markets and challenges related to cultural differences as a result of...
globalization
"When I couldn't access my Nearpod lesson right before class, I sent an online chat message and the tech support person called me on Zoom immediately." This customer is talking about...
responsiveness
Bad service is expensive for companies because customers who complain expect an apology, compensation and a refund or ________________.
reimbursement
______________ enables employees to solve problems on the spot, makes them happier with their jobs, and makes the company more profitable.
Empowerment
The continuum of products from tangible to intangible is called...
the Intangiblity Spectrum
In Company A, the workers are afraid to tell the boss about problems in the company. In Company B, the workers are uncomfortable because the boss doesn't tell them what to do. Both of these situations can be explained by Hofstede's dimension of...
power distance
"I like to order my groceries from PC Express because they always deliver on schedule, and they rarely make mistakes on my order." This customer is talking about...
reliability
When customers do not receive the level of service that they expected, this is called the...
Customer (Service) Perception Gap
Promoting company goals and services within the organization is called...
internal marketing