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