Term
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Definition
| Economic activities offered by one party to another. Most commonly employ time-based performances to bring about desired results. |
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Term
| Four Broad Categories of Services |
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Definition
People Processing
Possession Processing
Mental Stimulus Processing
Information Processing |
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Term
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Definition
Services directed at people's bodies:
- Hairstylist
- Passenger Transportation
- Healthcare |
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Term
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Definition
Services directed at physical possessions:
- Freight Transportation
- Laundry and Dry Cleaning
- Repair and Maintenance |
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Term
| Mental Stimulus Processing |
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Definition
Services directed at people's minds:
- Education
- Advertising PR
- Psychotherapy |
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Term
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Definition
Services directed at intangible assets:
- Accounting
- Banking
- Legal Services |
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Term
| How do marketing management tasks in the service sector differ from the manufacturing sector? |
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Definition
- Most service products cannot be inventoried
- Services are often difficult to visualize or understand
- Customers may be involved in co-production |
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Term
| What are the 7 P's of Services Marketing |
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Definition
- Product
- Price
- Promotion
- Placement
- Process
- Physical Environment
- People |
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Term
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Definition
Creating a service concept that offers value. Consists of core and supplementary needs.
Core products meet primary needs.
Supplementary elements are value-added enhancements. |
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Term
| Placement and Time (7 P's) |
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Definition
| Service distribution can take place through physical and non-physical channels. Some firms can use electronic channels to deliver some of their service elements. |
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Term
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Definition
| From the customer's perspective, pricing generates income and creates profits. Marketers must recognize that customer costs involve more than price paid to seller. |
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Term
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Definition
| How a firm does things may be as important as what it does. Customers often actively involved in processes. |
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Term
| Physical Environment (7 P's) |
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Definition
| Manage physical cues carefully - can have profound impact on customer impressions. |
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Term
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Definition
| Interactions between customers and contact personnel strongly influence customer perceptions of service quality. |
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Term
| Desired Service vs Adequate Services |
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Definition
Desired - The wished for level of service quality that can and should be delivered.
Adequate - Minimum acceptable level of service. |
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