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Details

Ch.14, Services mark. Def
definitions
19
Marketing
Undergraduate 3
11/11/2008

Additional Marketing Flashcards

 


 

Cards

Term
Intangibility
Definition
The quality of being produced and consumed at the same time. (cant touch education).
Term
Inseparability
Definition
The quality of being produced and consumed at the same time (services are often produced, sold, and consumed at the same time).
Term
Perishability
Definition
The inability of unused service capacity to be stored for future use. (empty seats on a flight today cannot be stored and sold on later date).
Term

Heterogeneity

Definition
variation in quality (difficult for service providers to maintain consistent quality of service)
Term
Client-based relationship
Definition
interactions that result in satisfied customers who use a service repeatedly over time. (some have close long term relationships).
Term
Customer Contact
Definition
The level of interaction between provider and customer needed to deliver the service. (high contact services include healthcare. low include auto repair)
Term
Service quality
Definition
Customers' perception of how well a service meets or exceeds their expectations.
Term
Search qualities
Definition
Tangible attributes that can be judged before the purchase of a product. ( (color, size, feel).
Term
Experience qualities
Definition
Attributes that can be assessed only during purchase and consumption of a service. (taste, satisfaction, pleasure)
Term
Credence qualities
Definition
Attributes that customers may be unable to evaluate even after purchasing and consuming a service. (Surgical operations, auto repairs).
Term

Reliability

Definition
Consistency and dependability in performing the service (accurate band statement, confirmed hotel reservation)
Term
Responsiveness
Definition
Willingness or readiness of employees to provide the service. (providing prompt service, handling urgent requests)
Term
Assurance
Definition
Knowledge/competence of employees and ability to convey trust and confidence. (Knowledge and skills of employees, company name and rep)
Term
Empathy
Definition
Caring and individual attention provided by employees. (Listening to customers needs, caring about customers interests).
Term
Nonprofit marketing
Definition
Marketing activities conducted to achieve some goal other than ordinary business goals such as profit, market share, or return on investment.
Term
Target public
Definition
A collective of individuals who have an interest in or concern about an organization, product, or social cause.
Term
Client publics
Definition
Direct consumers of a product or a nonbusiness organization. (for university is student body)
Term
General publics
Definition
Indirect consumers of a product of a nonbusiness organization (parents of kids in college, or alumni, and trustees).
Term
Opportunity cost
Definition
Value of the benefit given up by choosing one alternative over another.
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