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Definition
| Intangible customer benefits produced by people or machines that cannot be separated from the producer. |
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| Human or mechanical activities firms undertake to help satisfy customers' needs and wants. |
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Definition
| Characteristic of a service that cannot be touched, tasted, or seen like a pure product. |
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| Characteristic of a service produced and consumed at the same time; service and consumption are inseparable. |
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Definition
| Characteristic of a service whose quality may vary because it is provided by humans. |
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| Characteristic of a service that cannot be stored for future use. |
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Term
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Definition
| When service fails to meet the expectations that customers have about how it should be delivered. |
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Term
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Definition
| Type of service gap; reflects the difference between customers' expectations and firm's perception of those expectations. |
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Term
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Definition
| Type of service gap; pertains to difference between the firm's perceptions of customers expectations and service standards it sets. |
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Term
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Definition
| Type of service gap; difference between firm's service standards and actual service it provides to customers. |
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Term
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Definition
| A type of service gap; the difference between service provided and service promised by the firm's promotion program. |
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Term
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Definition
| Customers' perceptions of how well a service meets or exceeds their expectations. |
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Term
| Voice-of-Customer (VOC) Program |
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Definition
| Ongoing marketing research system that collects customer inputs and integrates them into managerial decisions. |
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Term
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Definition
| Area between customers' expectations of desired service and minimum level of acceptable service; difference between what customers really want and what they will accept before going elsewhere. |
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Term
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Definition
| In service delivery context, allowing employees to make decisions about service provision to customers. |
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Term
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Definition
| Customer's perception of the benefits received compared with the costs (inconvenience or loss) resulting from a service failure. |
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Term
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Definition
| Customer's perception of the fairness of the process used to resolve complaints about service. |
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