services vs products
what is a service?
Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed
what is the knowledge gap?
The knowledge gap reflects the difference between customers’ expectations and the firm’s perception of those customer expectations. Firms can understand consumer expectations and evaluate service quality.
why is listening to customers important?
-Customers can get emotional over a service failure.
-Often customers just want someone to listen.
what is v.o.c.?
Collects customer inputs and integrates them into managerial decisions
what is economic importance of service
-cheaper in other countries
-Services become more specialized
-High value placed on convenience and leisure
What is the standards gap?
The standards gap pertains to the difference between the firm’s perceptions of customers’ expectations and the service standards it sets. Firms can set appropriate service standards and measure service performance.
2 ways to a fair solution
-Distributive fairness
-Procedural fairness
how many points does a compass have?
32!!!!!!!!!!
What are the four marketing elements that distinguish services from products?
Services are intangible, inseparable, variable, and perishable
what is the delivery gap?
The delivery gap is the difference between the firm’s service standards and the actual service it provides to customers. This gap can be closed by getting employees to meet or exceed service standards by providing incentives and support.
why is resolving problems quickly important?
The longer it takes to resolve service failure, the more irritated the customer will become and the more people the customer will tell
why did sally fall off the swing?
she had no arms
what is service quality?
Service quality is the customers’ perceptions of how well a service meets or exceeds their expectations.
what is the communication gap?
The communications gap refers to the difference between the actual service provided to customers and the service that the firm’s promotion program promises. If firms are more realistic about the services they can provide and manage customer expectations effectively, they generally can close this gap.
What can companies do to recover from a service failure?
Listen to the customer and involve them in the service recovery, find a fair solution, and resolve problems quickly
when does Bobby shmurda
December 2020