Intangibility, Inconsistency, Inseparability, Inventory

Idle Product Capacity

when the service provider is available but there is no demand for the service

Inventory Carrying Costs

Inventory carrying costs of services depend on the cost of employees and equipment low cost- real estate agency, hair salon, insurance company, dry cleaner high cost- hotel, amusment

consists of the range of offerings companies bring to the market, from the tangible to the intangible or productdominant to service-dominant

easy way to evaluate services ( clothing, jewelry, furniture, houses, automobiles) high in search properties

mid level difficulty, way to evaluate services (restaurant meals, vacation, haircuts, child care) high in experience properties

most difficult to evaluate services (legal services, television repair, root canal, auto repair, medical diagnosis) high in credence properties

Customer Contact Audit

a flowchart of the points of interaction or “service encounters” between consumers and a service provider

compares the differences between the consumer’s expectations about and experiences with a service based on dimensions of service quality

product, price, profit, place, people, physical environment, process

charging different prices during different times of the day or during different days of the week to reflect variations in demand for the service

the notion that a service organization must focus on its employees, or internal market, before successful programs can be directed at customers

integrates the service component of the marketing mix with efforts to influence consumer demand

cannot hold a service before purchase

services depend on people and quality varies

cannot separate the deliverer of the service from the service itself

cost is paying the person even if no customers

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MKTG 250 Chapter 12

Question	Answer
4 I's	Intangibility, Inconsistency, Inseparability, Inventory
Idle Product Capacity	when the service provider is available but there is no demand for the service
Inventory Carrying Costs	Inventory carrying costs of services depend on the cost of employees and equipment low cost- real estate agency, hair salon, insurance company, dry cleaner high cost- hotel, amusment
Service Continuum	consists of the range of offerings companies bring to the market, from the tangible to the intangible or productdominant to service-dominant
Search Property	easy way to evaluate services ( clothing, jewelry, furniture, houses, automobiles) high in search properties
Experience Property	mid level difficulty, way to evaluate services (restaurant meals, vacation, haircuts, child care) high in experience properties
Credence Property	most difficult to evaluate services (legal services, television repair, root canal, auto repair, medical diagnosis) high in credence properties
Customer Contact Audit	a flowchart of the points of interaction or “service encounters” between consumers and a service provider
Gap Analysis	compares the differences between the consumer’s expectations about and experiences with a service based on dimensions of service quality
7 P's	product, price, profit, place, people, physical environment, process
Off Peak Pricing	charging different prices during different times of the day or during different days of the week to reflect variations in demand for the service
Internal Marketing	the notion that a service organization must focus on its employees, or internal market, before successful programs can be directed at customers
Capacity Management	integrates the service component of the marketing mix with efforts to influence consumer demand
Intangibility	cannot hold a service before purchase
Inconsistency	services depend on people and quality varies
Inseparability	cannot separate the deliverer of the service from the service itself
Inventory	cost is paying the person even if no customers

Created by: user-2023011

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