Chapter 13: Services Marketing Flashcards
homesourcing
a practice whereby customers contact jobs are outsourced into workers’ homes
intangibility
the characteristic that a service is not physical and cannot be perceived by the senses
inseparability
the quality of being produced and consumed at the same time
perishability
the inability of unused service capacity to be stored for future use
heterogeneity
variation in quality
client-based relationships
interactions that result in satisfied customers who use a service repeatedly over time
customer contact
the level of interaction between provider and customer needed to deliver the service
service quality
customers’ perceptions of how well a service meets or exceeds their expectations
search qualities
tangible attributes that can be judged before the purchase of a product
experience qualities
attributes that can be assessed only during purchase and consumption of a service
credence qualities
attributes that customers may be unable to evaluate even after purchasing and consuming a service
nonprofit marketing
marketing activities conducted to achieve some goal other than ordinary business goals such as profit, market share, or return on investment
target public
a collective of individuals who have an interest in or concern about an organization, product, or social cause
client publics
direct consumers of a product of a nonprofit organization
general publics
indirect consumers of a product of a nonprofit organization
