Term
|
Definition
| result of applying human or mechanical efforts to people or objects |
|
|
Term
| Service have 4 unique characteristics that distinguish them from goods |
|
Definition
intangible
inseparable
heterogeneous
perishable |
|
|
Term
|
Definition
| cannot be seen, touched, tasted, heard, or felt |
|
|
Term
|
Definition
characteristic that can be easily assessed before purchase
ie, color of an appliance or a car |
|
|
Term
| services tend to exhibit more ______ |
|
Definition
| experience and credence qualities |
|
|
Term
|
Definition
can be assessed only after use
ie, quality of a meal in a restaurant |
|
|
Term
|
Definition
consumers have difficulty assessing even after purchase because they do not have the necessary knowledge or experience
ie, medical services |
|
|
Term
| strategies of marketers for communicating tangible cues for service and quality |
|
Definition
Travelers insurance using umbrellas
facilities that consumers visit have scented decor, or the staff is well dressed |
|
|
Term
|
Definition
| because consumers must be present during the production of services like haircuts or surgery, they are actually involved in the production of of the services they buy |
|
|
Term
| inseparable characteristics |
|
Definition
simultaneous production and consumption services cannot be produced in a centralized location and consumed in a decentralized location
quality of service depends on the quality of employees |
|
|
Term
|
Definition
variability of inputs and outputs, they tend to be less standardized and uniform than goods.
ie, group of barbers are differ because of their technical and interpersonal skills |
|
|
Term
| Standardization and training help increase_____ |
|
Definition
| consistency and reliability |
|
|
Term
|
Definition
| inability of services to be stored, warehoused, or inventoried |
|
|
Term
| service quality is more difficult to define and measure than is the ____ |
|
Definition
| quality of tangible goods |
|
|
Term
| customers evaluate service quality by: |
|
Definition
reliability
responsiveness
assurance
empathy
tangibles |
|
|
Term
|
Definition
the ability to perform the service dependably, accurately, and consistently
performing the service right the first time
one of the most important factors |
|
|
Term
|
Definition
ability to provide prompt service
ie, calling the customer back quickly
serving lunch fast to someone who is in a hurry |
|
|
Term
|
Definition
the knowledge and courtesy of employees and their ability to convey trust
treat customers with respect |
|
|
Term
|
Definition
caring, individualized attention to customers
learn customer requirements |
|
|
Term
|
Definition
physical evidence of the service
facilities, tools, equipment, appearance of personnel |
|
|
Term
|
Definition
| identifies five gaps that can cause problems in service delivery and influence customer evaluations of service quality |
|
|
Term
|
Definition
| gap between what customers want and what management thinks customers want |
|
|
Term
|
Definition
what management thinks customers want and the quality specifications that management develops to provide the service
ie, managements inability to translate customers needs into delivery systems within the firm
KFC used managers as to how much chicken they threw away at closing |
|
|
Term
|
Definition
gap between the service quality specification and the service that is actually provided
ie, inability of management and employees to do what should be done |
|
|
Term
| strategies to close gap 3 |
|
Definition
management has to ensure employees have the skills and proper tools to perform their jobs
train employees so they know what management expects and encouraging team work |
|
|
Term
|
Definition
what the company provides and what the customer is told it provides
ie, communication gap, misleading or deceptive advertising campaigns promising more than they can deliver |
|
|
Term
| strategies to close gap 4 |
|
Definition
| create realistic customer expectations through honest and accurate communication about what they can provide |
|
|
Term
|
Definition
gap between the service that customers receive and they service they want, can be positive or negative
ie, patient waits |
|
|
