Marketing Flashcards
1
Q
intangibility
A
Customer cannot know what it like to be in your facility without having actually been there. We need to convince them that we will take care of them.
2
Q
Inseparability
A
Customers perceive a single instance of bad service by one employee as bad service provided by the entire company
3
Q
One bad employee…
A
can ruin your business
4
Q
Inconsistency
A
Service varies from shift to shift. (late night shift is usually the worst).
