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Services Study Guide - 90 Day Price Protection Pg 101 ACSI...

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90 Day Price Protection – Pg 101 ACSI – Pg 12 Adaptability – Pg 124 Adequate Service – Pg 77 Adequate Service Expectations – Pg 83 Allegiance Healthcare Corporation – Pg 197 American Customer Satisfaction Index (ACSI) – Pg 107 Appointment Registration Process – Pg 129 Appropriate Frequency – Pg 146 Assisting in Service Delivery – Pg 186 Assurance –Pg 114 ATM’s – Pg 14 Attributions – Pg 106 Balance the Cost of the Research – Pg 143 Behavioral Intentions – Pg 146 Benefits for Customers – Pg 182 Benefits for Firms – Pg 184 Better than the Alternative – Pg 128 Challenges and Questions for Service Marketers – Pg 23 Characteristics of Service compared to Goods – Pg 20 Coffee and Snapple Bar, with Free Coffee – Pg 101 Communication Gap – Pg 42 Complaint Solicitation – Pg 147 Confidence Benefits – Pg 183 Connected Car – Pg 15 Consumer Emotions – Pg 105 Consumer Reports – Pg 90 Content – Pg 143 Contentment – Pg 104 Contractual Costs – Pg 193 Coping – Pg 127 Core Service Provision – Pg 191 Critical Incident Technique (CIT) – Pg 149 Cumulative Perceptions – Pg 104 Customer as Friends – Pg 179 Customer Behavior Benefits – Pg 185 Customer Defined Service Standards – Pg 37 Customer Driven Failure – Pg 128 Customer Expectations – Pg 75 Customer Focus – Pg 27 Customer Gap – Pg 32 Customer Inertia – Pg 192 Customer Intimacy – Pg 196 Customer Panels – Pg 158 Customer Perceptions – Pg 102 Customer Profitability Segments – Pg 189 Customer Pyramid – Pg 189 Customer Relationship Management – Pg 16 Customer Relationship Management (CRM) – Pg 180 Customer Retention – Pg 179 Customer Satisfaction – Pg 104 Customer Service – Pg 16 Customer Service – Pg 5 Customer Service Decline Thoeries – Pg 14 Customer Service Expectations Continually Escalate – Pg 96 Customer Voluntary Performance – Pg 185
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Customer’s View of Profitability Tiers – Pg 190 Customers as Acquaintances – Pg 177 Customers as Partners – Pg 179 Customers as Strangers – Pg 177 Customers Self Perceived Service Role – Pg 85 Customization Bonds – Pg 196 Delight – Pg 104 Delight – Pg 93 Deregulated Industries and Professional Service Needs – Pg 10 Derived Service – Pg 5 Derived Service Expectations – Pg 83 Desired Service – Pg 77 Difficult Customers – Pg 200 Direct Importance Measures – Pg 146 Discovering the soul of Service – Pg 11 Dissatisfaction – Pg 104 Dissatisfying SST’s – Pg 128 Dysfunctional Customers – Pg 200 E-Service Quality – Pg 115 Economic Benefits – Pg 184 Eight Central Paradoxes of Technological Products – Pg 19 Empathy – Pg 114 Employee Retention – Pg 186 Employee Suggestions – Pg 168
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