Chapter 12 Notes - Chapter 12 Notes Service any intangible...

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

View Full Document Right Arrow Icon
Chapter 12 Notes Service- any intangible offering that involves a deed, performance or effort that cannot be physically possessed Customer Service- human or mechanical activities that help satisfy their customers’ needs and wants Services differ from Products: 1. Intangible- cannot be touched, tasted or seen like a pure product can 2. Inseparable- services are produced and consumed at the same time a. Risky therefore people use 100% satisfaction guarantees and extended warranties 3. Variable- quality differs from one to the next service 4. Perishable- cannot be stored for use in the future Providing Great Service- the Gaps Model: 1. Knowledge gap- difference between customers’ expectations and the firms’ perceptions of those customer expectations; can be solved by matching customer expectations a. Evaluate service quality using marketing metrics 2. Standards gap- difference between the firm’s perceptions of customers’ expectations and
Image of page 1

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

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

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern