Chapter 12 Terms Flashcards
1
Q
Intangibility
A
The characteristic of a service that means customers can’t see, touch, or smell good service
2
Q
Inseparability
A
The characteristic of a service that means that it is impossible to separate the production of a service from the consumption of that service
3
Q
Variability
A
The characteristic of a service that means that even the same service performed by the same individual for the same customer can vary
4
Q
Perishability
A
The characteristic of a service that makes it impossible to store for later sale or consumption
5
Q
Service Encounter
A
The actual interaction between the customer and the service provider.
6
Q
Service Recovery
A
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