Chapter 1: An Introduction to Services Flashcards
(20 cards)
Reflects the view that the intangible aspects of products are becoming the key features that differentiate products in the marketplace.
Service imperative
Objects, devices, or things.
Goods
Deeds, efforts, or performances.
Services
Either a good or a service.
Product
A product that lacks physical substance.
Intangibility
The scale that displays a range of products along a continuum based on their tangibility, ranging from tangible dominant to intangible dominant.
Scale of market entities
Goods that possess physical properties that can be felt, tasted, and seen prior to the consumer’s purchase decision.
Tangible dominant
Services that lack the physical properties that can be sensed by consumers prior to the purchase decision.
Intangible dominant
Condition of firms that produce tangible products and overlook the service aspects of their products.
Service marketing myopia
A conceptual model of the relationship between the tangible and intangible components of a firm’s operations.
Molecular model
The encapsulation of the benefits of a product in the consumer’s mind.
Benefit concept
A model used to illustrate the four factors that influence the service experience, including those that are visible to the consumer and those that are not.
Servuction model
The use of physical evidence to design service environments.
Servicescape
Employees other than the primary service provider who briefly interact with the customer.
Contact personnel
The primary providers of a core service, such as a waiter or waitress, dentist, physician, or college instructor.
Service providers
Customers who share the primary customer’s service experience.
Other customers
That part of a firm that reflects the rules, regulations, processes upon which the organization is based.
Invisible organization and systems
An electronic service available via the Net that completes tasks, solves problems, or conducts transactions.
E-service
Technologically based services that help customers help themselves.
Self-service technologies
The ability to meet current needs without hindering the ability to meet the needs of future generations in terms of economic, environmental, and social challenges.
Sustainability
