Chapter 12

Question 1

intangibility

Answer 1

inability of services to be touched seen tasted heard or felt in the same manner that goods can be sensed

Question 2

search quality

Answer 2

characteristic that can be easily assessed before purchase

Question 3

experience quality

Answer 3

a characteristic that can be assessed only after use

Question 4

credence quality

Answer 4

a characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience

Question 5

inseparability

Answer 5

inability of the production and consumption of a service to be separated; consumers must be present during the production

Question 6

heterogeneity

Answer 6

variability of the inputs and outputs of services which causes services to tend to be less standardized and uniform than goods

Question 7

perishability

Answer 7

inability of services to be stored warehoused or inventoried

Question 8

reliability the ability

Answer 8

perform a service dependably accurately and consistently

Question 9

responsiveness

Answer 9

ability to provide prompt service

Question 10

assurance

Answer 10

knowledge and courtesy of employees and their ability to convey trust

Question 11

empathy caring

Answer 11

individualized attention to customers

Question 12

tangibles the physical

Answer 12

evidence of a service including the physical facilities tools and equipment used to provide the service

Question 13

gap model

Answer 13

a model identifying five gaps that can cause problems in service delivery and influence customer evaluations of service quality

Question 14

core service the most

Answer 14

basic benefit the consumer is buying

Question 15

supplementary services

Answer 15

a group of services that support or enhance the core servic

Question 16

mass customization

Answer 16

a strategy that uses technology to deliver customized services on a mass basis

Question 17

internal mareting

Answer 17

treating employees as customers and developing systems and benefits that satisfytheir needs

Question 18

nonprofit organization mareting

Answer 18

the effort by nonprofit organizations to bring about mutually satisfying exchanges with target markets

Question 19

nonprofit organization

Answer 19

an organization that exists to achieve some goal other than the usual business goals of profit market share or return on investment

Question 20

public service

Answer 20

advertisement (PSA) an announcement that promotes a program of a federal state or local government or of a nonprofit organization

Question 21

supply chain

Answer 21

connected chain of all of the business entities both internal and external to the company that perform or support the logistics function

Question 22

supply chain

Answer 22

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