Chp. 13

Question 1

service

Answer 1

any intangible offering that involves a deed, performance, or effort that cannot be physically possessed; intangible customer benefits that are produced by people or machines and cannot be separated from the producer

Question 2

customer service

Answer 2

specifically refers to human or mechanical activities firms undertake to help satisfy their customers wants and needs

Question 3

intangible

Answer 3

a characteristic of a service; it cannot be touched, tasted, or seen like a pure product can

Question 4

inseparable

Answer 4

a characteristic of a service: it is produced and consumed at the same time; that is, service and consumption are inseparable

Question 5

heterogeneity

Answer 5

as it refers to the differences between the marketing of products and services, the delivery or services is more variable

Question 6

perishable

Answer 6

a characteristic of a service: it cannot be stored for use in the future

Question 7

service gap

Answer 7

results when a service fails to meet the expectations that customers have about how it should be delivered

Question 8

knowledge gap

Answer 8

a type of service gap; reflects the difference between customers expectations and the firms perception of those expectations

Question 9

standards gap

Answer 9

a type of service gap; pertains to the difference between the firms perceptions of customers expectations and the service standards it sets

Question 10

delivery gap

Answer 10

a type of service gap; the difference between the firms service standards and the actual service it provides to customers

Question 11

communication gap

Answer 11

a type of service gap; refers to the difference between the actual service provided to the customers and the service that the firms promotion program promises

Question 12

service quality

Answer 12

customers perceptions of how well a service meets or exceeds their expectations

Question 13

voice-of-customer program (VOC)

Answer 13

the area between customers’ expectations regarding their desired service and the minimum level of acceptable service-that is, the difference between what the customer really wants and what he or she will accept before going elsewhere

Question 14

empowerment

Answer 14

in context of service delivery, means allowing employees to make decisions about how service is provided to customers

Question 15

emotional support

Answer 15

concerns for others well-being and support of their decisions in a job setting

Question 16

instrumental support

Answer 16

providing the equipment or systems needed to perform a task in a job setting

Question 17

distributive fairness

Answer 17

pertains to a customer’s perception of the benefits he or she received compared with the costs (inconvenience or loss) that resulted from a service failure

Question 18

procedural fairness

Answer 18

refers to the customers perception of the fairness of the process used to resolve complaints about service