Chapter 12 Flashcards
(5 cards)
1
Q
What is a service?
A
an intangible activity, benefit, or satisfaction that an organization provides to consumers in exchange fro money or something of value
2
Q
What are the 2 qualities of a service?
A
intangible
experience qualities
3
Q
what are the 4 I’s of a service?
A
- intangibility
- inconsistency
- inseparability
- inventory
4
Q
what are the 5 items that are used to measure service quality?
A
- tangibles
- reliability
- responsiveness
- assurance
- empathy
5
Q
what are the 7 Ps in the marketing of services
A
- product
- price
- place
- promotion
- people
- physical evidence
- process
