Q1 Flashcards
1
Q
4 Characteristics of service
A
Intangible
Variability
Perishability
Inseparable
2
Q
Intangible
A
Can’t use the five senses to understand the service
3
Q
Variability
A
Quality may vary greatly depending on who/where it is provided
4
Q
Perishability
A
Service only exists at that point in time. Cannot be stored for later use
5
Q
Inseparability
A
Service cannot be separated from providers
6
Q
Difference between product and service
A
Ownership Marketing Strategy Aim - gain trust, provide value Physical good Customer goes to service, product comes to customer
7
Q
3 Levels of Product
A
Customer Core Value
Actual Product
Augmented Product
8
Q
Augmented
A
a benefit with buying the product
9
Q
Customer Core Value
A
What is the customer actually buying? a gym membership or a need to look/feel good = appeal to the customer
10
Q
Actual Product
A
Brand name, brand ethic, types of service, the colours used etc
