Term
|
Definition
any intangible offering that involves a deed, performance, or effort that cannot be physically possessed
a task or provision of something for use where no ownership arises from transfer |
|
|
Term
| Characteristics of Service |
|
Definition
Intangibility
Inseparability
Perishibility
Heterogeneity |
|
|
Term
|
Definition
difficult to visualize
most important factor of a service |
|
|
Term
|
Definition
client-provider interface
product and consumption are simultaneous |
|
|
Term
|
Definition
|
|
Term
|
Definition
| standardization is difficult |
|
|
Term
| Product issues of service |
|
Definition
no patent protection
consumers want consistency
standardization difficult but consumers want to know what they are getting |
|
|
Term
|
Definition
difficult to measure costs
competition becomes major factor |
|
|
Term
| Distribution issues of Service |
|
Definition
intangibility calls for direct channel
short channels are difficult
site location is a major issue |
|
|
Term
| Promotion issues of Service |
|
Definition
promotion is frequently intangible
intangible product + intangible promotion leads to visualization issues
tangible- farmers umbrella, "you're in good hands" |
|
|
Term
|
Definition
| when delivery of that service fails to meet customer expectations |
|
|
Term
|
Definition
| customers expectations v. firms perception of customer expectations |
|
|
Term
|
Definition
| firms perception of customer expectations v. service standards it sets |
|
|
Term
|
Definition
| firms service standards v. actual service |
|
|
Term
|
Definition
| actual service v. firms promotions programming promises |
|
|
Term
|
Definition
| what the customer expects and what they will accept |
|
|
