Services And Nonprofit Organization Marketing Flashcards
Four unique characteristics that distinguish services from goods
Intangibility, inseparability, heterogeneity, and perishability
The inability of services to be touched, seen, tasted, heard, or felt in the snd manner that goods can be sensed
Intangibility
A characteristic that can be assessed only after use
Experience quality
A characteristic that can be easily assessed before purchase
Search quality
A characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience
Credence quality
The inability of the production and consumption of a service to be separated; consumers must be present during the production
Inseparability
The variability of the inputs and outputs of services, which causes services to tend to be less standardized than goods
Heterogeneity
The inability of services to be stored, warehoused, or inventoried
Perishability
Business executives rank the improvement of service quality as one of the most critical challenges facing them today. Customers evaluate service quality by what 5 components
Reliability Responsiveness Assurance Empathy Tangibles
The ability to perform a service dependably, accurately, and consistently
Reliability
The ability to provide prompt service
Responsiveness
The knowledge and courtesy of employees and their ability to convey trust
Assurance
Caring, individualized attention to customers
Empathy
The physical evidence of a service, including the physical facilities, tools, and equipment used to provide the service
Tangibles
A model identifying five gaps that can cause problems in service delivery and influence customer evaluations of service quality
Gap model
