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