Chapter 12 Flashcards
intangibility
inability of services to be touched seen tasted heard or felt in the same manner that goods can be sensed
search quality
characteristic that can be easily 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 purchase because they do not have the necessary knowledge or experience
inseparability
inability of the production and consumption of a service to be separated; consumers must be present during the production
heterogeneity
variability of the inputs and outputs of services which causes services to tend to be less standardized and uniform than goods
perishability
inability of services to be stored warehoused or inventoried
reliability the ability
perform a service dependably accurately and consistently
responsiveness
ability to provide prompt service
assurance
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 five 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
supplementary services
a group of services that support or enhance the core servic
mass customization
a strategy that uses technology to deliver customized services on a mass basis
internal mareting
treating employees as customers and developing systems and benefits that satisfytheir needs
nonprofit organization mareting
the effort by nonprofit organizations to bring about mutually satisfying exchanges with target markets
nonprofit organization
an organization that exists to achieve some goal other than the usual business goals of profit market share or return on investment
public service
advertisement (PSA) an announcement that promotes a program of a federal state or local government or of a nonprofit organization
supply chain
connected chain of all of the business entities both internal and external to the company that perform or support the logistics function
supply chain
management a management system that coordinates and integrates all of the activities performed by supply chain members into a seamless process from the source to the point of consumption resulting in enhanced customer and economic value
