Term
the result of applying human or mechanical efforts to
people or objects |
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Definition
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Term
the inability of services to be touched, seen, tasted,
heard, or felt in the same manner that goods can be sensed |
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Definition
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Term
| a characteristic that can be easily assessed before purchase |
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Definition
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Term
| a characteristic that can be assessed only after use |
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Definition
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Term
| a characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience |
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Definition
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Term
| the variability of the inputs and outputs of services, which causes services to tend to be less standardized and uniform than goods |
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Definition
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Term
| the inability of services to be stored, warehoused, or inventoried |
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Definition
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Term
the ability to perform a service dependably, accurately,
and consistently |
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Definition
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Term
| theabilityto provide prompt service |
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Definition
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Term
| the knowledge and courtesy of employees and their ability to convey trust |
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Definition
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Term
| the physical evidence of a service, including the physical facilities, tools, and equipment used to provide the service |
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Definition
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Term
| the most basic benefit the consumer is buying |
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Definition
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Term
| a group of services that support or enhance the core service |
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Definition
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Term
| a strategy that uses technology to deliver customized services on a mass basis |
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Definition
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Term
| reating employees as customers and developing systems and benefits that satisfy their needs |
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Definition
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Term
| an organization that exists to achieve some goal other than the usual business goals of profit, market share, or return on investment |
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Definition
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