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Definition
| a type of service gap, refers to the difference between the actual service provided to customers and the service that the firm's promotion program promises |
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Definition
| Specifically refers to human or mechanical activities firms undertake to help satisfy their customers needs and wants |
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Definition
| a type of service gap, refers to the difference between the firm's service standards and the actual service it provides to customers |
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Definition
| Pertains to a customer's perception of the benefits he or she received compared with the costs that resulted from a service failure |
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Definition
| Aims to satisfy consumers' emotional desires rather than their utlitarian needs. |
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Term
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Definition
| In context of service delivery, means allowing employees to make decisions about how service is provided to customers |
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Term
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Definition
| A characteristic of a service, it is produced and consumed at the same time, that is service and consumption are inseperable |
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Definition
| Providing the equipment or systems needed to perform a task in a job setting |
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Term
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Definition
| A characteristic of a service, it cannot be touched, taste, or seen like a pure product can |
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Term
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Definition
| A type of service gap, reflects the difference between customers expectations and the firm's perception of those expectations |
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Term
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Definition
| A characteristic of a service. It cannot be stored for use in the future |
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Term
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Definition
| Refers to the customer's perception of the fairness of the process used to resolve complaints about service |
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Term
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Definition
| Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed. Intangible customer benefits that are produced by people or machines and cannot be separated from the producer. |
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Term
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Definition
| Results when a 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
| Customer's perceptions of how well a service meets or exceeds their expectations |
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Term
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Definition
| A type of service gap, pertains to the difference between the firm's perceptions of customers expectations and service standards it sets |
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