Chapter 12 Final

Question 1

what are the 4 characteristics of a service?

Answer 1

1. intangibility
2. inseparability
3. variability
4. perishability

Question 2

what does inseparability mean?

Answer 2

services cannot be separated from the provider. services are produced and consumed at the same time (ex: cleaning a house, air travel)

Question 3

what does variability mean?

Answer 3

that the quality of a service depends on who provides it, where they do, how they do, etc

Question 4

what does perishability mean?

Answer 4

services cannot be inventories. if a service does not happen it has perished, or has immediately been lost revenue for the company (ex: a painter doesnt show up or theres an empty seat on a flight)

Question 5

what is idle production capacity?

Answer 5

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

Question 6

what are the 5 dimensions of service quality?

Answer 6

1. reliability
2. tangibility
3. responsiveness
4. assurance
5. empathy

Question 7

what is tangibility in regard to service quality?

Answer 7

the appearance of workers, facilities, stores, equipment (ex: a clean hair salon)

Question 8

what is assurance in regard to service quality?

Answer 8

making sure that the employees are knowledgeable about their jobs