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RIT POM CH 12
| Term | Definition |
|---|---|
| Service | the result of applying human or mechanical efforts to people or objects |
| Service vs Products | Services are intangible, inseparable, heterogeneous, and perishable. |
| Intangibility | No physical object makes it hard to communicate benefits. (Doctors visit) |
| Heterogeneity | Services depend on their employees for quality, which makes consistency difficult to achieve. |
| Perishability | Services cannot be saved, and it is challenging to synchronize supply and demand. (Yield management) |
| Inseparable | Production and consumption are simultaneous, meaning the consumer takes part in production. (Haircut...cannot produce it centrally!) |
| Tangibles | the physical evidence of a service, including the physical facilities, tools, and equipment used to provide the service. |
| Intangibles | describe services where there isn't a tangible product that the customer can purchase, that can be seen, tasted or touched. |
| Search Quality | a characteristic that can be easily assessed before purchase |
| Experience Quality | a characteristic that can be assessed only after use |
| Credence Quality | a characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience. |
| Gap Model | a model identifying five gaps that can cause problems in service delivery and influence customer evaluations of service quality |
| Core Service | the most basic benefit the consumer is buying |
| Supplementary Services | a group of services that support or enhance the core service |
| Nonprofit organization | treating employees as customers and developing systems and benefits that satisfy their needs |
| Importance of service sector | A much bigger part of the US economy as manufacturing jobs went overseas |
| Gap 1 | The Gap between what customers want and what the manufacturer thinks they want |
| Gap 2 | Gap between what management thinks the customers want and the quality specs the management develops to provide the service. |
| Gap 3 | Gap between service quality spec and the actually service provided |
| Gap 4 | Gap between what the company provides and what the customers are told they provide |
| Gap 5 | Gap between the service customers receive and what they want. |
Created by:
thecrew
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