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Flashcards in Chapter 9 Deck (16):
1

Service Characteristics

1. Intangibility
2. Inseparability
3. Variability
4. Perishability

2

The characteristic of a service in which it cannot be experience through the physical senses of the consumer

Intangibility

3

The characteristic of a service in which it is produced and consumed at the same time and cannot be separated from its provider

Inseparability

4

The characteristic of a service in which its service quality can only be as good as that of its provider

Variability

5

The characteristic of a service in which it cannot be stored or saved for future use

Perishability

6

Service Attributes

1. Search Attributes
2. Experience Attributes
3. Credence Attributes

7

Aspects of an offering that are physically observable before consumption

Search Attributes

8

Aspects of an offering that can be evaluated only during or after consumption

Experience Attributes

9

Aspects of an offering for which customers cannot make a reasonable evaluation, even after use.

Credence Attributes

10

Importance of Service Attributes

Since consumers cannot try a service before purchasing, they take their cues from other evidence they can gather. This means that word of mouth referrals, physical cues such as physical location, functionality of the website, and professionalism of employees are all important for marketing services.

11

SERVQUAL Dimension of Service

1. Tangibles
2. Reliability
3. Responsiveness
4. Assurance
5. Empathy

12

The physical evidence of a service or the observable aspects that hep customers form advance opinions about the service despite its intangibility

Tangibles

13

The ability to provide service dependably and accurately and thus to deliver what was promised

Reliability

14

The willingness and ability to provide prompt service and to respond quickly to customer requests

Responsiveness

15

The knowledge and courtesy of employees, and the ability to convey trust and build a customer confidence in the quality of the service

Assurance

16

The caring and individual attention a service provider gives to customers

Empathy