Chapter 13

perishable

a characteristic of a service it cannot be stored for use in the future

intangible

a characteristic of a service it cannot be touched, tasted or seen like a pure product can.

inseparable

a characteristic of a service it is produced and consumed at the same time that is service and consumption are inseparable

standard gap

a type of service gap pertains to the difference between the firms perceptions of customers expectations and the service standards it sets

Communication gap

a type of service gap refers to the difference between the actual service provided to customers and the service that the firms promotion program promises.

knowledge gap

a type of service gap reflects the difference between customers expectations and firms perception of those expectations

delivery gap

a type of service gap the difference between the firms service standards and the actual service it provides to customers

voice of customer

an ongoing marketing research system that collects customer inputs and integrates them into managerial decisions

Service

any intangible offering that involves a deed, performance, effort that cannot be physically possessed intangible customer benefits that are produced by people or machines and cannot be separated from the producer

heterogeneity

as it refers to the difference between the marketing of products and services the delivery of services is more variable

emotional support

concerns for others well being and support of their decisions in a job setting

service quality

customers perceptions of how well a service meets or exceeds their expectations

empowerment

in context of service delivery, mean allowing employees to make decisions about how service is provided to customers.

distributive fairness

pertains to a custmers perception of the benefits he or she received compared with the cost (inconvenience or loss) that resulted from a service failure

instrumental support

providing the equipment or systems needed to perform a task in a job setting

procedural fairness

refers to the customers perception of the fairness of the process used to resolve complaints about services.

service gap

results when a service fails to meet expectations that customers have about how it should be delivered

customer service

specifically refers to human or mechanical activates firms undertake to help satisfy their customers needs[ and wants

zone of tolerance

the area btw customers expections regarding their desired service and the minimum level of acceptable service-that is that difference between what the customer really wants and what he or she will accept before going elsewhere.