marketing ch.12 Flashcards Preview

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Flashcards in marketing ch.12 Deck (11):
1

• The Four I's of Service

intangibility, inconsistency, inseperability, inventory

2

Intangibility of services

cant be held/touched

3

inconsistency of services

depends on people who provide each time

4

inseparability of services

consumer cant seperate the deliverer of the service from the service

5

inventory of services

relative to idle production capacity

6

idle production capacity

when the service provider is availible but no deamnd

7

service continuum

range of product-dominant to service-dominant offerings

8

Nonprofit orgs

excesses in revenue over expenses are not taxed or distributed to shareholders. money goes back into ogrs. treasury

9

gap analysis

analyzing diff between consumer expectations and experience

10

off peak priciing

consists of charging diff. prices during diffreent times of day or different days of the week to match variations in demand

11

Internal Marketing

based on the notion that a service org. must focus on its employees or internal market before successful programs can be directed at customers.