Service EXAM1 Flashcards
Key Term: Intangible activities or benefits provided in exchange for money or something of value
Services
Key Term: Service provider is available but there is no demand
Idle Production Capacity
Key Term: Charging different prices at different times to reflect or offset different levels of demand
Off-Peak Pricing
Key Term: Organizations whose principle aims in life are focused on causes rather than on making profits; distinguished by tax status
Non-Profit Organizations
Key Term: Managing relationships with current and future customers/clients, in order to retain their support in the long term
Relationship Marketing
Key Term: Focus on service encounter opportunities, when there is interaction between providers and consumers
Customer Contact Audit
Key Concept: What are the 4 I’s of Services?
INTANGIBLE, INCONSISTENT, INSEPARABLE, and INVENTORY
Key Concept: Which I of Services says they can’t be held, touched, or seen before purchasing?
Intangible
Key Concept: Which I of Services says quality of services are hard to standardize?
Inconsistent
Key Concept: Which I of Services says Consumers regard most services as ____________ from the people who deliver those services
Inseparable
Key Concept: Which I of Service is the carrying costs of services are related to idle production capacity, when the service provider is available but not ‘in use’.
Inventory
Key Concept: What are the 8 P’s of Marketing Services?
Product, Price, Place, Promotion, People create & deliver services, Physical Environment, Process, and Productivity
Key Concepts: Which of the 8 P’s of marketing = service. Branding becomes more important for services (than for products).
Product
Key Concepts: Which of the 8 P’s of marketing = charges, fees, fares, tuition, rates
Price
Key Concepts: Which of the 8 P’s of marketing = distribution - provides access & convenience
Place
