Services Study Guide - 90 Day Price Protection Pg 101 ACSI Pg 12 Adaptability Pg 124 Adequate Service Pg 77 Adequate Service Expectations Pg 83

Info iconThis preview shows pages 1–3. Sign up to view the full content.

View Full Document Right Arrow Icon
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
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
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
Background image of page 2
Image of page 3
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 02/22/2011 for the course ACCOUNTING 101 taught by Professor Jamesbrown during the Spring '10 term at Abilene Christian University.

Page1 / 6

Services Study Guide - 90 Day Price Protection Pg 101 ACSI Pg 12 Adaptability Pg 124 Adequate Service Pg 77 Adequate Service Expectations Pg 83

This preview shows document pages 1 - 3. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online