Services

Service

Acts, efforts, or performances exchanged from producer to user without ownership rights

Customer GAP

5 and 6

Heterogeneous

Can't be standardized; Service delivery and customer satisfaction depend on employee actions; variability

Perishable

Can't be stored for later; difficult to synchronize supply and demand with services

Intangible

Cannot be seen, touched, or smelled; cannot be inventoried, patented, displayed, easily communicated, easily priced

GAP 1

Company perception of consumer expectations

Reliability

Consistency and availability of services

GAP 6

Expected service

Service with Accompanying Minor Goods

Ex. Airline trip with snacks. One of the parts of the service continuum

Defined Space and Place

Ex. Airplane travel

Labor and Expertise

Ex. Auto-repair

Tangible Good with Accompanying Services

Ex. Auto-repair. One of the parts of the service continuum

Pure Service

Ex. Doctor's exam. One of the parts of the service continuum

Access to Shared Environments

Ex. Movie theater

Hybrid Offer

Ex. Restaurant. One of the parts of the service continuum

Pure Tangible Good

Ex. Soap. One of the parts of the service continuum

Systems and Networks

Ex. Taxicabs

Rented Goods

Ex. Tuxedo

GAP 2

Customer-driven service designs and standards

Inseparable

Purchased and consumed simultaneously; Consumer co-produces a service (Ex. salad bar)

SERVQUAL

RATER (reliability, assurance, tangibles, empathy, responsiveness)

Responsiveness

Measure of quickness in which the service is provided

GAP 5

Perceived service

GAP 3

Service performance

Empathy

The care customers' feel from the service providers

Service Recovery

The systematic efforts by a firm after a service failure in order to maintain customer loyalty

Tangibles

The physical attributes of a service visible to the customer

Service-Product continuum

pure tangible, tangible good with accompanying service, hybrid offer, service with accompanying minor good, pure service

Service Categories

rented goods, defined space and place, labor and expertise, access to shared environment, system and networks

Company GAP analysis

difference between the consumer's expectations and experience are identified by this. Can be flipped in order to better understand what the consumers really want.

Credence

Consumers have to believe a service has value if it is intangible

GAP 4

External communication to customers

Assurance

The customer's faith in the service