Chapter 12 Flashcards
(5 cards)
1
Q
intangibility
A
The characteristic of a service that means customers can’t see, touch, or smell good service.
2
Q
inseperability
A
The characteristic of a service that means that it is impossible to separate the production of a service from the consumption of that service.
3
Q
variability
A
The characteristic of a service that means that even the same service performed by the same individual for the same customer can vary.
4
Q
Perishability
A
The characteristic of a service that makes it impossible to store for later sale or consumption.
5
Q
service encounter
A
The actual interaction between the customer and the service provider.
