Chapter_12_Glossary

Chapter_12_Glossary - Chapter 12 Glossary assurance the...

Info iconThis preview shows pages 1–2. Sign up to view the full content.

View Full Document Right Arrow Icon
Chapter 12 Glossary assurance the knowledge and courtesy of employees and their ability to convey trust core service the most basic benefit the consumer is buying credence quality a characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience empathy caring, individualized attention to customers experience quality a characteristic that can be assessed only after use gap model a model identifying five gaps that can cause problems in service delivery and influence customer evaluations of service quality heterogeneity the variability of the inputs and outputs of services, which causes services to tend to be less standardized and uniform than goods inseparability the inability of the production and consumption of a service to be separated; consumers must be present during the production intangibility the inability of services to be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed
Background image of page 1

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

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

This note was uploaded on 02/12/2012 for the course MKT 3401 taught by Professor Jaber during the Spring '08 term at LSU.

Page1 / 2

Chapter_12_Glossary - Chapter 12 Glossary assurance the...

This preview shows document pages 1 - 2. Sign up to view the full document.

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