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Marketing Chapter 13
Term | Definition |
---|---|
Inseparability | the quality of being produced and consumed at the same time |
perishability | the inability of unused service capacity to be stored for future use |
heterogeneity | variation in quality |
client-based relationships | interactions that result in satisfied customers who use a service repeatedly over time |
service quality | customers' perceptions of how well a service meets or exceeds their expectations |
Search Qualities | Tangible attributes that can be judged before the purchase of a product |
experience qualities | attributes that can be assessed only during purchase and consumption of a service |
credence qualities | attributes that customers may be unable to evaluate even after purchasing and consuming a service |
Nonprofit Marketing | Marketing activities conducted to achieve some goal other than ordinary business goals such as profit, market, share, or return on investment |