Term
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Definition
| you cannot touch a service it is something you experience |
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Term
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Definition
| Are acts or efforts exchanged without ownerships rights |
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Term
| 4 Characteristics of Services |
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Definition
| intangibility, pershability, variability, Inseparability |
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Term
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Definition
| cannot see, touch, or smell service |
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Term
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Definition
cannot store a service for later use
-capacity management- s company adjust their service to match supply and demand
ex. hotel off-season discounts |
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Term
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Definition
| cannot standardized the same service provided by the same individual |
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Term
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Definition
cannot separate production from consumption
-disintermediation- eliminate the interaction between customer and sales people |
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Term
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Definition
| a tangible product with services |
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Term
| Equipment or facility based services |
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Definition
operational-clear signs and guidelines
Locational -placing yourself where it is convenient for your customers
environment- focused on attractive atmospheres
ex. amusement park |
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Term
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Definition
going to the doctor
getting a massage |
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Term
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Definition
| the basic benefit that the customer gets from having the service performed |
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Term
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Definition
| the core service plus anything else that enhance the value. |
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Term
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Definition
| Banking and Bookerage services, software,music,travel service,dating service,career-relates services,medical care |
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Term
| The service Encounter: Social Elements |
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Definition
includes employees as well as other customers
-managing productivity-appropriate hiring/firing focus on training and using technology to your advantage. |
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Term
| The Service Encounter: Physical Elements |
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Definition
| Services- the environment where teh service is delivered |
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Term
| Service Quality Attributes |
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Definition
Search Qualities
Experience Qualities
Credence Quality |
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Term
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Definition
| Product characteristics that the consumer can examine prior to purchase, before the service |
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Term
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Definition
| Product characteristics that customers can determine during or after consumption of the service |
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Term
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Definition
| Product characteristics that are difficult to evaluate even after they have been experienced |
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Term
| Ways to measure service quality |
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Definition
Servqual
Gap Analysis
Critical Incident Technique |
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Term
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Definition
| are customers satisfied, compares 5 dimensions or components of service quality |
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Term
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Definition
| compares expectation to satisfactions, looking at a meet expectations |
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Term
| Critical Incident Technique |
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Definition
| Specific points in time where customers evaluate satisfactions |
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Term
| Strategies for developing and managing Services |
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Definition
Act fast
Identify Potential Failures
Train employees |
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Term
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Definition
| when there is a problem solve it quickly |
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Term
| Identify Potential Failures |
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Definition
| when planning make plan for rectifying the situation |
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Term
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Definition
| to be on a look out for failures and empower them to act. |
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Term
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Definition
| promoting a city, state,country, or other local places |
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Term
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Definition
| promoting a particular concept or issue |
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Term
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Definition
| Politicians and Celebrities |
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Term
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Definition
New Dominant logic for marketing
Changing Demographics
Globalization
Technological Advances
Shift to flow of information |
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Term
| New Dominant logic for marketing |
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Definition
| a re-conceptualization of traditional marketing to redefine service as the central (core) deliverable and the actual physical products purveyed as comparatively incidental to the value proposition |
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Term
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Definition
| As population age,service industries will grow drastically,companies offering senior citizen services will be in high demand |
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Term
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Definition
| globalization of business will increase the need for logistics and distribution services and accounting and legal services. |
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Term
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Definition
changing in technological provides opportunities for growth and innovations in global service industries such as telecommunications, health care, banking, and Internet Services
also provide opportunities for unknown services |
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Term
| Shift to flow information |
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Definition
| provides greater opportunities for databases services, artificial intelligence systems, communication systems, and other services that facilitate the storage and transfer of knowledge. |
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