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service
importance of service
Question | Answer |
---|---|
what is service? | is the result of applying human or mechanical efforts to people. |
what is intangibility? | the inability if services to be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed. |
what is a search quality? | is a characteristics that can be easily assessed before purchase. |
what is experience quality? | is a chartend to exhibit more experience and credence qualities. |
what is a credence quality? | is a charcteristic that consumers may have difficulty assesing even after purchase because they do not have the necessary knowledge or expierience |
what is perishability? | the inability of services to be stored ,warehoused or inventoried. |
what is reliability? | the ability to provide prompt services. |
what is responsiveness? | the albility to provide prompt service. |
what is assurane? | the knowledge and courtesy of employees and their ability to convey trust. |
what is empathy? | caring, individualized attention to customers. |
what is tangibles? | the physical evidence of a service , including the physical facilities , tools , and equipment used to provide and the service. |
what is gap model? | a model identifying five gaps that can cause problems in service delivery and influence customer evaluations of service quality. |