Ch 12 - Chap 12 Services and Nonprofit Organization...

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Chap 12 Services and Nonprofit Organization Marketing
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Question
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12/24/10 How Services Differ from Goods Intangible Inseparable Heterogeneous Perishable
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12/24/10 Components of Service Quality Tangibles The physical evidence of a service. Empathy Caring, individualized attention to customers. Assurance The knowledge and courtesy of employees. Responsiveness The ability to provide prompt service. Reliability The ability to perform the service accurately, consistently
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12/24/10 Service as a Process (people vs. objects) Mental Stimulus Processing People Processing Possession Processing Information Processing
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12/24/10 The Service Offering Core Service The most basic benefit the consumer is buying. Supplementary Service A group of services that support or enhance the core service.
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12/24/10 Core and Supplementary Services for FedEx Overnight transportation and delivery of packages Problem solving Billing statements Tracing Documentation Order taking Supplies Pickup Advice and information
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Ch 12 - Chap 12 Services and Nonprofit Organization...

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