Ch 12 Flashcards
Services and Nonprofit Organizational Marketing
Service
Result of applying human or mechanical efforts or people or objects
Intangibility
The inability of services to be touches, seen, tasted, heard, or felt in the same manner that goods can be sensed
Search Quality
A characteristic that can easily be assessed before purchase
Experience Quality
A characteristic that can be assessed only after use
Credence Quality
A characteristic that consumers may have difficulty assessing even after purchasing because they do not have the necessary knowledge or experience
Inseparability
The inability to production to consumption of a service to be separated, consumers must be present during the production
Heterogenity
Variability of the inputs and outputs of services, which causes services to tend to be less standardized and uniform than goods
Perishability
The inability of services to be stored, warehoused or inventoried
Reliability
The ability to perform a service dependably accurately and consistently
Responsiveness
The ability to provide prompt service
Assurance
The knowledge and courtesy of employees and their ability to convey trust
Empathy
Caring, individualized attention to customers
Tangibles
The physical evidence of a service, including the physical facilities, tools and equipment used to provide the service
Gap model
A model identifying 5 gaps that can cause problems in service delivery and influence customer evaluations of service quality
Core Service
The most basic benefit the consumer is buying
