Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
marketing300chap12
| Question | Answer |
|---|---|
| service | any intangible offering that involves a deed, performance, or effort that cannot be physically possessed; intangible customer benefits that are produced by people or machines and cannot be separated from the producer |
| customer service | specifically refers to human or mechanical activities firms undertake to help satisfy their customers’ needs and wants |
| Intangible | a characteristic of a service; it cannot be touched, tasted, or seen like a pure product can |
| Inseparable | a characteristic of a service: It is produced and consumed at the same time; that is, service and consumption are inseparable |
| variability | a characteristic of a service: its quality may vary because it is provided by humans |
| perishable | a characteristic of a service: it cannot be stored for use in the future |
| service gap | results when a service fails to meet the expectations that customers have about how it should be delivered |
| knowledge gap | a type of service gap; reflects the difference between customers’ expectations and the firm’s perception of those expectations |
| standards gap | a type of service gap; pertains to the difference between the firm’s perceptions of customers’ expectations and the service standards it sets |
| delivery gap | a type of service gap; the difference between the firm’s service standards and the actual service it provides to customers |
| communication gap | a type of service gap; refers to the difference between the actual service provided to customers and the service that the firm’s promotion program promises |
| service quality | customers’ perceptions of how well a service meets or exceeds their expectations |
| voice-of-customer (VOC) | program an ongoing marketing research system that collects customer inputs and integrates them into managerial decisions |
| zone of tolerance | the area between customers’ expectations regarding their desired service and the minimum level of acceptable service—that is, the difference between what the customer really wants and what he or she will accept before going elsewhere |
| empowerment | in context of service delivery means allowing employees to make decisions about how service is provided to customers |
| emotional support | concern for others’ well-being and support of their decisions in a job setting |
| instrumental support | providing the equipment or systems needed to perform a task in a job setting |
| distributive fairness | pertains to a customer’s perception of the benefits he or she received compared with the costs (inconvenience or loss) that resulted from a service failure |
| procedural fairness | refers to the customer’s perception of the fairness of the process used to resolve complaints about service |
Created by:
Jylkasonga
Popular Marketing sets