Show:
Growth of Services
Characteristics of Services
Marketing Mixes for Services
Service Quality
100
The characteristic that a service is not physical & cannot be perceived by the sense
What is intangibility
100
The quality of being produced and consumed at the same time.
What is inseparability
100
This characteristic makes it difficult for a customer to evaluate a service
What is Intagibility
100
Customers' perceptions of how well a service meets or exceeds their expectations
What is service quality
200
Intangible product that involves a deed, a performance, or an effort that cannot be physically possessed.
What is a service
200
The inability of unused service capacity to be stored for future use.
What is perishability
200
Unsold airline tickets is an example of this
What is Perishability
200
Tangible attributes that can be judged before the purchase of a product
What is search qualities
300
Involves any human, mechanical, or electronic activity that adds value to the product.
What is customer service
300
Variation in quality
What is heterogeneity
300
Allows businesses to customize their services to match the specific needs of the customer
What is Heterogeneity
300
Attributes that can be assessed only during purchase and consumption of a service
What is experience qualities
400
The worlds first service economy
What is the United States
400
Interactions that result in satisfied customers who use a service repeatedly over time
What is client-based relationship
400
With banking, changing the delivery service from man-powered to automated has had some customers complain of automated services being ______.
What is Less Personal
400
Attributes that customers may be unable to evaluate even after purchasing and consuming a service
What is credence qualities
500
support and maintenance, equipment leasing and janitorial companies are considered ____.
What is business services
500
The level of interaction between provider & customer needed to deliver the service.
What is customer contact
500
The service characteristics of ______ and level of customer contact contribute to the challenges of demand management
What is Inseperability
500
Tangibles, reliability, responsiveness, assurance, & empathy
What is service quality