Term
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Definition
| Making a service capacity as productive as possible without compramising service quality. |
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Term
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Definition
| A flowchart of the points of interaction between consumer and service provider. |
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Term
| Eight P's of Services Marketing |
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Definition
| Product, price, place, promotion, people, physical evidence, process, productivity |
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Term
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Definition
Intangibility: services cannot be held, touched or seen before purchase Inconsistency: quality of service is often inconsistent. Varries with service provider. Inseperability: services are produced and consumed simultaneously Inventory: cost of a service is cost of paying service provider for time |
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Term
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Definition
| Differences between a consumer's expectations and experience of a service. |
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Term
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Definition
| When service provider is available but there is no demand for the service. |
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Term
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Definition
| In order to service customers well, employees must be treated like valued customers. |
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Term
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Definition
| Charging different prices during different times of the day or different days of the week to reflect variations in demand. |
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Term
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Definition
| A range from tangible to intangible or good dominated to service dominated offerings. |
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Term
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Definition
| Intangible activities, benefits, or satisfactions that an organization provides in exchange for money, or something else for value. |
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