Chapter 12-Managing Services

Question 1

Services

Answer 1

Intangible activités, benefits or satisfactions that an organization provides to consumers in exchange for money or value

Question 2

Four I’s of service

Answer 2

1. ) Intangibility
2. )Inconsistency
3. ) Inseparability
4. ) Inventory

Question 3

Intangibility

Answer 3

Cannot be held, touched or seen before purchasing decision

Question 4

Inconsistency

Answer 4

People are often inconsistent in services because no 2 people provide the same service quality consumers expect. (Standardization and Training help)

Question 5

Inseparability- 2 Dimensions

Answer 5

Services are sold then Production and Consumption come simultaneously

Question 6

Inventory

Answer 6

More related to idle production capacity which occurs when the service provider is available but there is no demand

Question 7

Idle production capacity

Answer 7

Service provider is available but there is no demand

Question 8

Service Continuum

Answer 8

A range of the tangible to the intangible good-dominant to service dominant offerings available in the marketplace

Question 9

Customer Contact Audit

Answer 9

A flow chart of the points of interaction between consumer and service provider

Question 10

Gap analysis

Answer 10

An evaluation tool that compares expectations about the service to the actual experience the customer has

Question 11

Eight P’s of service marketing

Answer 11

Prouduct-Place-Promotion-Price-People-Physical Evidence-Process-Productivity

Question 12

Internal Marketing

Answer 12

In order for a service organization to serve its customers well it must care for its employees like valued customers

Question 13

Capacity Management

Answer 13

Making service capacity as productive as possible without compromising service quality

Question 14

Off-Peak Pricing

Answer 14

Charging different prices during different times of the day or days of the year to reflect variation in demand