Details Title: Chapter 10 Description: Marketing Final Total Flash Cards: 36 Created: 06/08/2009 17:24:07		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 Intangibles Definition you cannot touch a service it is something you experience Term Services Definition Are acts or efforts exchanged without ownerships rights Term 4 Characteristics of Services Definition intangibility, pershability, variability, Inseparability Term Intangibility Definition cannot see, touch, or smell service Term Pershability 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 Term Variability Definition cannot standardized the same service provided by the same individual Term Inseparability Definition cannot separate production from consumption -disintermediation- eliminate the interaction between customer and sales people Term Good-dominated Products Definition a tangible product with services Term Equipment or facility based services Definition operational-clear signs and guidelines Locational -placing yourself where it is convenient for your customers environment- focused on attractive atmospheres ex. amusement park Term People Based Service Definition going to the doctor getting a massage Term Core Service Definition the basic benefit that the customer gets from having the service performed Term Augmented Services Definition the core service plus anything else that enhance the value. Term Services on the internet Definition Banking and Bookerage services, software,music,travel service,dating service,career-relates services,medical care Term The service Encounter: Social Elements Definition includes employees as well as other customers -managing productivity-appropriate hiring/firing focus on training and using technology to your advantage. Term The Service Encounter: Physical Elements Definition Services- the environment where teh service is delivered Term Service Quality Attributes Definition Search Qualities Experience Qualities Credence Quality Term Search Qualities Definition Product characteristics that the consumer can examine prior to purchase, before the service Term Experience Qualities Definition Product characteristics that customers can determine during or after consumption of the service Term Credence Qualities Definition Product characteristics that are difficult to evaluate even after they have been experienced Term Ways to measure service quality Definition Servqual Gap Analysis Critical Incident Technique Term Servqual Definition are customers satisfied, compares 5 dimensions or components of service quality Term Gap analysis Definition compares expectation to satisfactions, looking at a meet expectations Term Critical Incident Technique Definition Specific points in time where customers evaluate satisfactions Term Strategies for developing and managing Services Definition Act fast Identify Potential Failures Train employees Term Act fast Definition when there is a problem solve it quickly Term Identify Potential Failures Definition when planning make plan for rectifying the situation Term Train Employees Definition to be on a look out for failures and empower them to act. Term Marketing Places Definition promoting a city, state,country, or other local places Term Marketing ideas Definition promoting a particular concept or issue Term Marketing People Definition Politicians and Celebrities Term The Future of Service Definition New Dominant logic for marketing Changing Demographics Globalization Technological Advances Shift to flow of information Term New Dominant logic for marketing 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 Term Changing Demographics Definition As population age,service industries will grow drastically,companies offering senior citizen services will be in high demand Term Globalization Definition globalization of business will increase the need for logistics and distribution services and accounting and legal services. Term Technological Advances 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 Term Shift to flow information Definition provides greater opportunities for databases services, artificial intelligence systems, communication systems, and other services that facilitate the storage and transfer of knowledge.