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Definition
| experience-based products that cannot be touched |
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Definition
intangible products that are exchanged directly from the producer to the customer acts, efforts, or performances exchanges without ownership rights |
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Definition
customers can't see, touch, or smell the service (characteristic of service) |
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Definition
the characteristic of service that makes it impossible to store for later sale or consumption (characteristic of service) |
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Definition
the characteristic of a service that means that even the same service performed by the same individual for the same customer can vary (characteristic of service) |
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Definition
the characteristic of a service that means that it is impossible to separate the production of the service from the consumption of that service (characteristic of service) |
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Term
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Definition
| eliminating the interaction between customers and salespeople so as to minimize negative service encounters and reduce costs |
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Term
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Definition
| the basic benefit of having a service performed |
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Definition
| the core service plus additional services provided to enhance value |
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Definition
| the actual physical facility where the service is performed, delivered, and consumed |
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Definition
product characteristics that the consumer can examine prior to purchase - color, style, price, fit, smell, and texture |
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Definition
| product characteristics that customers can determine during or after consumption |
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Term
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Definition
product characteristics that are difficult to evaluate even after they have been experience - doctor's diagnosis |
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Term
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Definition
| a multiple-item scale used to measure service qualtiy across dimensions of tangibles, reliability, responsiveness, assurance, and empathy |
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Term
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Definition
| a marketing research method that measures the difference between a customer's expectation of a service quality and what actually occurred |
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Term
| critical incident technique |
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Definition
| a method for measuring service quality in which marketers use customer complaints to identify critical incidents |
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