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Flashcards in Chapter 1: An Introduction to Services Deck (20)
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1

Reflects the view that the intangible aspects of products are becoming the key features that differentiate products in the marketplace.

Service imperative

2

Objects, devices, or things.

Goods

3

Deeds, efforts, or performances.

Services

4

Either a good or a service.

Product

5

A product that lacks physical substance.

Intangibility

6

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

7

Goods that possess physical properties that can be felt, tasted, and seen prior to the consumer's purchase decision.

Tangible dominant

8

Services that lack the physical properties that can be sensed by consumers prior to the purchase decision.

Intangible dominant

9

Condition of firms that produce tangible products and overlook the service aspects of their products.

Service marketing myopia

10

A conceptual model of the relationship between the tangible and intangible components of a firm's operations.

Molecular model

11

The encapsulation of the benefits of a product in the consumer's mind.

Benefit concept

12

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

13

The use of physical evidence to design service environments.

Servicescape

14

Employees other than the primary service provider who briefly interact with the customer.

Contact personnel

15

The primary providers of a core service, such as a waiter or waitress, dentist, physician, or college instructor.

Service providers

16

Customers who share the primary customer's service experience.

Other customers

17

That part of a firm that reflects the rules, regulations, processes upon which the organization is based.

Invisible organization and systems

18

An electronic service available via the Net that completes tasks, solves problems, or conducts transactions.

E-service

19

Technologically based services that help customers help themselves.

Self-service technologies

20

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