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ch 12 mkt

ch 12

QuestionAnswer
intangibility service and other experience based products that we can't touch
Perishability characteristic of a service that makes it impossible to store for later sale or consumption
Capacity Management process by which organizations adjust their services in an attempt to match supply with demand
Variablity over time even the same service that the same individual performs for the same customer changes
Inseperability impossible to divide the production of a service from the consumption of that service
Service encounter actual interaction between customer and service provider
Servicescape environment in which the service is delivered and where the firm and the customer interact
SERQUAl scale popular instrument to measure customers perceptions of service quality
tanglibles physical evidence of service quality
reliability ability to dependably and accurately provide what was promised to the customer
Responsiveness willingness to help customers and provide prompt service
Assurance knowledge and courtesy of employees that conveys trust and confidence
Empathy degree to which the service provider genuinely cares about customers and takes the customer perspective into account when deievering service
Pure selling approach agent presents a client's qualifications to potential buyers until they find one who is willing to act an an intermediary
Product improvement approach agent works with the client to modify certain characteristics that will increase their market value
Market fulfillment approach agent scans that market to identify unmet needs
Changing demographics population ages, service industries that meet the needs of older consumers will see dramatic growth
Technology use technology to allow everyday people to provide as well as consumer services
Globalization increase the needs for logistics and distribution services to move goods around the world and for accounting and legal services that facilitate these global exchanges
Created by: user-1879979
 

 



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