Marketing-Test 3

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.

Specifically refers to human or mechanical activities firms undertake to help satisfy their customers' needs and wants

A Characteristic of a service; it cannot be touched, tasted, or seen like a pure product can.

A characteristic of a service It is produced and consumed at the same time; that is, service and consumption are inseperable.

Inseparable Variable Intangible Perishable

A characteristic of a service: its quality may vary because it is provided by humans

A characteristic of a service: it cannont be stored for usse in the future

Results when a service fails to meet the expectations that customers have about how it should be delivered.

A type of "Service Gap" Reflects the difference between customers expectations and the firm's perception of those expectations.

A type of "Service Gap"

A type of "Service Gap" The difference between the firm's service standards and the actual service it provides to customers.

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.

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?"

Customers' perceptions of how well a service meets or exceeds their expectations

An ongoing marketing research system that collects customer inputs and integrates them into managerial decisions.

Voice-Of-Customer Program

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.

1. Reliability 2. Responsiveness 3. Assurance 4. Empathy 5. Tangibles

The ability to perform the service dependably and accurately

The willingness to help customers and provide prompt service

The knowledge of and courtesy by employees and their ability to convey trust and confidence

The caring, individualized attention provided to customers.

The appearance of physical facilities, equipment, personnel, and communication materials.

In context of service delivery, means allowing employees to make decisions about how service is provided to customers

Concern for others' wellbeing and support of their decisions in a job setting

1. Empowering Employees 2. Provide Support & Incentives 3. Use of Technology

Providing the equipment or systems needed to perform a task in a job setting.

to increase customer satisfaction, purchase intentions, and positive work of mouth, through customers.

1. Listening to the Customer 2. Resolving Problems Quickly

C: "Calm the Customer" R: "Repeat the Problem" E: "Empathy Statements" S: "Solve the Problem" T: "Timely Response"