Term
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Definition
| The quality of being produced and consumed at the same time. (cant touch education). |
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Term
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Definition
| The quality of being produced and consumed at the same time (services are often produced, sold, and consumed at the same time). |
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Term
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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). |
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Term
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Definition
| variation in quality (difficult for service providers to maintain consistent quality of service) |
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Term
| Client-based relationship |
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Definition
| interactions that result in satisfied customers who use a service repeatedly over time. (some have close long term relationships). |
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Term
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Definition
| The level of interaction between provider and customer needed to deliver the service. (high contact services include healthcare. low include auto repair) |
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Term
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Definition
| Customers' perception of how well a service meets or exceeds their expectations. |
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Term
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Definition
| Tangible attributes that can be judged before the purchase of a product. ( (color, size, feel). |
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Term
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Definition
| Attributes that can be assessed only during purchase and consumption of a service. (taste, satisfaction, pleasure) |
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Term
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Definition
| Attributes that customers may be unable to evaluate even after purchasing and consuming a service. (Surgical operations, auto repairs). |
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Term
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Definition
| Consistency and dependability in performing the service (accurate band statement, confirmed hotel reservation) |
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Term
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Definition
| Willingness or readiness of employees to provide the service. (providing prompt service, handling urgent requests) |
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Term
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Definition
| Knowledge/competence of employees and ability to convey trust and confidence. (Knowledge and skills of employees, company name and rep) |
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Term
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Definition
| Caring and individual attention provided by employees. (Listening to customers needs, caring about customers interests). |
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Term
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Definition
| Marketing activities conducted to achieve some goal other than ordinary business goals such as profit, market share, or return on investment. |
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Term
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Definition
| A collective of individuals who have an interest in or concern about an organization, product, or social cause. |
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Term
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Definition
| Direct consumers of a product or a nonbusiness organization. (for university is student body) |
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Term
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Definition
| Indirect consumers of a product of a nonbusiness organization (parents of kids in college, or alumni, and trustees). |
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Term
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Definition
| Value of the benefit given up by choosing one alternative over another. |
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