Chapter 12 Flashcards
intangibility
the inability of services to be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed
search quality
a 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
the inability of the production and consumption of a service to be separated; consumers must be present during the production
heterogeneity
the 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 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 service
