Quality in Services Flashcards
Five dimensions of service quality
Reliability Responsiveness Assurance Empathy Tangible
Service unique characteristics
Intangibility
Inseparability
Variability
Perishability
In service unique characteristics, intangibility is…
They are not tangible, which brings na extra difficulty in the evaluation
In service unique characteristics, Inseparability is…
Between production and consumption
In service unique characteristics, variability is…
People are much more hard to calibrate than a machine
In service unique characteristics, perishability is…
Services die intentionally if not consumed at the moment. Demand is more complicated and important in services because we don’t have the same capacity to store as if was a product
Consumer evaluation includes:
Search properties
Experience properties
Credence properties
Search properties are:
hose elements that help customers to evaluate na offering prior to purchase
Experience properties are:
Services do not enable evaluation prior to purchase (sport events)
Credence properties are:
Those characteristics that even after purchase and consumption customers find difficult to evaluate (complex surgery; legal services)
