chapter 13 marketing
the two levels of expectations that consumers generally have about services are
acceptable and desired
many service base their success on building a group of satisfied customers who use their services on a regular basis over long periods of time. this critical component of success is referred to as
client-based relationships
____ are service providers are most likely to use demand-based pricing.
cruise ship
___ judge service quality
customers
there are 5 elements that affect customers' perceptions of service quality. they are reliability, appearance of the tangibles, responsiveness, assurance, and
employee empathy
because of a service's ____ standardization and quality are difficult to control.
heterogeneity
services have 6 basic characteristics: intangibility, inseparability of production and consumption, perishability, client-based relationships, customer contact, and
heterogeneity
service industries account for _____ of the gross domestic product of most developed natiosns
nearly three-quarters
the fact the services cannot be inventoried and then sold at a later date is called
perishability
services are usually provided through ____ directed at people or objects.
the application of human or mechanical efforts