The result of applying human or mechanical efforts to people or objects.

Means that services cannot be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed.

Characteristics that can be easily assessed before purchase. Services exhibit fewer search qualities.

Characteristics that can only be assessed after use. Services have more experience qualities.

Characteristics that cannot be easily assessed even after purchase and experience.

The inibility of the production and consumption of a service to be separated; consumers must be present during the production.

The consistency and quality control are often hard to achieve, beacuse services are labor-intensive and vary by employee.

Refers to the fact that services cannot be stored, warehoused, or inventoried.

The ability to perform the service dependably, accurately, and consistently.

The ability to provide prompt service.

The knowledge and courtesy of employees and their ability to convey trust.

Caring, individualized attention to customers.

The physical evidence of the service.

Identifies five gaps that can cause problems in service delivery. Customer want-Management interpretation of customer want-service quality specifications-service provided-what customer is told it provides. Gap between service recieved and service desired

The most basic benefit the customer is buying.

Supplementary Services

Support or enhance the core service.

Uses technology to deliever customized services on a mass basis.

Treating employees as customers and developing systems and benefits that satisfy their needs.

Nonprofit Organization

Exists to achieve some goal other than the usual business goals of profit, market share, or return on investment. Account for over 20% of the economic activity in the US.

Nonprofit Organization Marketing

The effort of nonprofit organizations to bring about mutually satisfying exchanges with their target markets. ie the church. ie the government. ie schools. And private museums and theaters.

Public Service Advertisement (PSA)

Also called a public service announcement, is an annoucnement that promotes programs, activities, or services of federal, state, or local services of nonprofit organizations. The time and space for PSA is donated by the media.

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MKT 301 Chapter 12

Question	Answer
Service	The result of applying human or mechanical efforts to people or objects.
Intangibility	Means that services cannot be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed.
Search Qualities	Characteristics that can be easily assessed before purchase. Services exhibit fewer search qualities.
Experience Qualities	Characteristics that can only be assessed after use. Services have more experience qualities.
Credence Qualities	Characteristics that cannot be easily assessed even after purchase and experience.
Inseparability	The inibility of the production and consumption of a service to be separated; consumers must be present during the production.
Heterogeneity	The consistency and quality control are often hard to achieve, beacuse services are labor-intensive and vary by employee.
Perishability	Refers to the fact that services cannot be stored, warehoused, or inventoried.
Reliability	The ability to perform the service dependably, accurately, and consistently.
Responsiveness	The ability to provide prompt service.
Assurance	The knowledge and courtesy of employees and their ability to convey trust.
Empathy	Caring, individualized attention to customers.
Tangibles	The physical evidence of the service.
Cap Model	Identifies five gaps that can cause problems in service delivery. Customer want-Management interpretation of customer want-service quality specifications-service provided-what customer is told it provides. Gap between service recieved and service desired
Core service	The most basic benefit the customer is buying.
Supplementary Services	Support or enhance the core service.
Mass Customization	Uses technology to deliever customized services on a mass basis.
I Marketing	Treating employees as customers and developing systems and benefits that satisfy their needs.
Nonprofit Organization	Exists to achieve some goal other than the usual business goals of profit, market share, or return on investment. Account for over 20% of the economic activity in the US.
Nonprofit Organization Marketing	The effort of nonprofit organizations to bring about mutually satisfying exchanges with their target markets. ie the church. ie the government. ie schools. And private museums and theaters.
Public Service Advertisement (PSA)	Also called a public service announcement, is an annoucnement that promotes programs, activities, or services of federal, state, or local services of nonprofit organizations. The time and space for PSA is donated by the media.

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