+
Related Flashcards
Related Topics
Cards In This Set
| Front | Back |
|
Service
|
The result of applying human or mechanical efforts to people or objects
|
|
Four Unique Characteristics of Service
|
IntangibleInseparableHeterogeneousPerishable
|
|
Intangibility
|
The inability of services to be touched, seen, tasted, heard or felt in the same manner that goods can be sensed
|
|
Search Quality
|
A characteristic that can be easily assessed before purchase
|
|
Experience Quality
|
A characteristic that can be assessed only after use
|
|
Credence Quality
|
A characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience
|
|
Inseparability
|
The inability of the production and consumption of a service to be separated. Consumers must be present during the production
|
|
Heterogeneity
|
The variability of the inputs and outputs of services, which causes services to tend to be less standardized and less uniform than goods
|
|
Perishability
|
The inability of services to be stored, warehoused, or inventoried
|
|
Four Unique Characteristics of Services
|
ReliabilityResponsivenessAssuranceEmpathy
|
|
Reliability
|
The ability to perform the service dependably, accurately, and consistently
|
|
Responsiveness
|
The ability to provide prompt service
|
|
Assurance
|
The knowledge and courtesy of employees and heir ability to convey trust
|
|
Empathy
|
Caring, individualized attention to customers
|
|
Tangibles
|
The physical evidence of the service
|
