Busy. Please wait.

show password
Forgot Password?

Don't have an account?  Sign up 

Username is available taken
show password


Make sure to remember your password. If you forget it there is no way for StudyStack to send you a reset link. You would need to create a new account.

By signing up, I agree to StudyStack's Terms of Service and Privacy Policy.

Already a StudyStack user? Log In

Reset Password
Enter the associated with your account, and we'll email you a link to reset your password.

Remove ads
Don't know
remaining cards
To flip the current card, click it or press the Spacebar key.  To move the current card to one of the three colored boxes, click on the box.  You may also press the UP ARROW key to move the card to the "Know" box, the DOWN ARROW key to move the card to the "Don't know" box, or the RIGHT ARROW key to move the card to the Remaining box.  You may also click on the card displayed in any of the three boxes to bring that card back to the center.

Pass complete!

"Know" box contains:
Time elapsed:
restart all cards

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

MKTG 305

Chapter 12 - Services Marketing

Capacity Management integrating the service component of the marketing mix with efforts to influence consumer demand
Customer Contact Audit a flowchart of the points of interaction between consumers and a service provider
Customer Experience Management (CEM) the process of managing the entire customer experience within the firm
Four L's of Services the four unique elements to services: intangibility, inconsistency, inseparability, and inventory
Gap Analysis a type of analysis that compares the differences between the consumer's expectations about and experiences with a service based on dimensions of service quality
Idle Production Capacity occurs when the service provider is available but there is no demand
Internal Marketing the notion that a service organization must focus on its employees, or internal market, before successful programs can be directed at customers
Off-Peak Pricing charging different prices during different times of the day or days of the week to reflect variations in demand for the service
Service Continuum the range of offerings companies bring to the market, from the tangible to the intangible or product-dominant to service-dominant
Services intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value
Seven P's of Services Marketing an expanded marketing mix for services that includes the four Ps (product, price, promotion, and place) as well as people, physical environment, and process
Created by: Danielle0051