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Services Marketing

This class was created by Brainscape user Fleur Menue. Visit their profile to learn more about the creator.

By: Fleur Menue
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Decks in this class (16)

Ch 1: Introduction to Services
Services definition,
Services directed at people s bod...,
Services directed at people s tan...
18  cards
Ch 2: Consumer Behaviour in Services
Search qualities def,
Experience qualities,
Credence qualities
5  cards
Ch 3: Customer Expectations of Service
Desired service def,
Customer expectations def,
Adequate service def
9  cards
Ch 4: Customer Perceptions of Service
Service quality def,
Satisfaction def,
What determines customer satisfac...
17  cards
Ch 5: The gaps model of service quality
Gaps model of service quality def,
Gap 5,
Customer gap def
11  cards
Ch 7: Building customer relationships
The 4 stages of the evolution of ...,
Three types of customer expectations,
Benefits of relationship marketin...
13  cards
Ch 8: Service Blueprinting
Service blueprint def,
The key component of a blueprint 4,
Customer actions def
16  cards
Ch 9: Customer-defined service standards
Forms in which standardisation ca...,
Which gap does standardization re...,
What should goal setting involve
10  cards
Ch 10: The physical and virtual servicescape
Servicescape def,
Clue management def,
Environmental psychology def
18  cards
Ch 11: Employees' roles and service delivery
Corporate culture def,
Culture def,
Service culture def
20  cards
Ch 12: Customers' roles in service delivery
Customers receiving the service p...,
Which gap s narrowing or widening...,
In some situations consumers inpu...
7  cards
Ch 14: Managing Demand and Capacity
Critical fixed capacity factors 4,
What do you need to know to solve...,
Optimum capacity def
10  cards
Ch 17: Pricing of Services
3 most common pricing structures,
Reference price def,
Non monetary costs that a custome...
38  cards
Ch 15: Service Recovery
Service failure,
Service recovery,
Service recovery has a strong imp...
29  cards
Ch 16: Managing External and Internal Communications
Customers expectations are shaped...,
3 components of service marketing...,
Integrated marketing communicatio...
8  cards
Ch 18: Service and the Bottom line
Assymetric relationship def,
Offensive effects 3,
Defensive marketing def
4  cards

More about
Services Marketing

  • Class purpose General learning

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