Details Title: Ch.14, Services mark. Def Description: definitions Total Flash Cards: 19 Created: 11/11/2008 18:49:53		New Users: To study from this flashcard set, or to create your own your own study flash cards, REGISTER HERE. Existing Users: CLICK HERE. Additional Marketing Flashcards
Cards in this set: Term Intangibility Definition The quality of being produced and consumed at the same time. (cant touch education). Term Inseparability Definition The quality of being produced and consumed at the same time (services are often produced, sold, and consumed at the same time). Term Perishability Definition The inability of unused service capacity to be stored for future use. (empty seats on a flight today cannot be stored and sold on later date). Term Heterogeneity Definition variation in quality (difficult for service providers to maintain consistent quality of service) Term Client-based relationship Definition interactions that result in satisfied customers who use a service repeatedly over time. (some have close long term relationships). Term Customer Contact Definition The level of interaction between provider and customer needed to deliver the service. (high contact services include healthcare. low include auto repair) Term Service quality Definition Customers' perception of how well a service meets or exceeds their expectations. Term Search qualities Definition Tangible attributes that can be judged before the purchase of a product. ( (color, size, feel). Term Experience qualities Definition Attributes that can be assessed only during purchase and consumption of a service. (taste, satisfaction, pleasure) Term Credence qualities Definition Attributes that customers may be unable to evaluate even after purchasing and consuming a service. (Surgical operations, auto repairs). Term Reliability Definition Consistency and dependability in performing the service (accurate band statement, confirmed hotel reservation) Term Responsiveness Definition Willingness or readiness of employees to provide the service. (providing prompt service, handling urgent requests) Term Assurance Definition Knowledge/competence of employees and ability to convey trust and confidence. (Knowledge and skills of employees, company name and rep) Term Empathy Definition Caring and individual attention provided by employees. (Listening to customers needs, caring about customers interests). Term Nonprofit marketing Definition Marketing activities conducted to achieve some goal other than ordinary business goals such as profit, market share, or return on investment. Term Target public Definition A collective of individuals who have an interest in or concern about an organization, product, or social cause. Term Client publics Definition Direct consumers of a product or a nonbusiness organization. (for university is student body) Term General publics Definition Indirect consumers of a product of a nonbusiness organization (parents of kids in college, or alumni, and trustees). Term Opportunity cost Definition Value of the benefit given up by choosing one alternative over another.