Any Intangible offering that involves a deed, performance, or effort that cannot be physically possessed; intangible customer benefits that are produced by people or machines and cannot be separated from the producer.
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Customer Service
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Specifically refers to human or mechanical activities firms undertake to help satisfy their customers' needs and wants
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Intangible
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A Characteristic of a service; it cannot be touched, tasted, or seen like a pure product can.
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Inseparable
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A characteristic of a service
It is produced and consumed at the same time; that is, service and consumption are inseperable.
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Factors Differentiating Services from Goods
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Inseparable
Variable
Intangible
Perishable
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Variability
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A characteristic of a service: its quality may vary because it is provided by humans
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Perishability
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A characteristic of a service: it cannont be stored for usse in the future
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Service Gap
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Results when a service fails to meet the expectations that customers have about how it should be delivered.
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Knowledge Gap
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A type of "Service Gap"
Reflects the difference between customers expectations and the firm's perception of those expectations.
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Standards Gap
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A type of "Service Gap"
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Delivery Gap
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A type of "Service Gap"
The difference between the firm's service standards and the actual service it provides to customers.
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Communication Gap
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A type of "Service Gap"
Refers to the difference between the actual service provided to customers and the service that the firm's promotion program promises.
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What are some of the ethical issues associated with marketing professional services?
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It has been an ethical delima when deciding what is appropriate advertising for lawyers/health care providers. The questing is, "Can marketing be used to communicate the benefits of legal service withouth preying on teh vulnerabilities of consumers?"
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Service Quality
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Customers' perceptions of how well a service meets or exceeds their expectations
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Voice-Of-Customer Program
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An ongoing marketing research system that collects customer inputs and integrates them into managerial decisions.
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VOC
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Voice-Of-Customer Program
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Zone of Tolerance
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The area between customers' expectations regarding their desired service and the minimum level of acceptable service-that is, the difference between what the customer really wants and what he or she will accept before going elsewhere.