Chapter 12

_________________ are intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value

services

the four Is of services are _________________, _________________, _________________, and _________________

intangibility, inconsistency, inseparability, and inventory

_________________ is much more a problem in the services than it is in tangible goods

inconsistency

in most cases, the consumer cannot _________________ the deliverer of the service from the service itself

separate

the interaction between the service provider and the consumer means that they often _________________-_________________ value together

co-create

a disadvantage of some self-service technologies is that they are perceived as being less _________________

personal

inventory problems exist with services due to _________________ _________________ _________________

idle production capacity

idle production capacity is when the service provider is available but there is no _________________ for the service

demand

the _________________ cost of a service is the cost of paying the person used to provide the service (along with any needed equipment)

inventory

inventory carrying costs can be cut by having the service provider work on _________________

commission

the range of product-dominant to service-dominant offerings is referred to as the _________________ _________________

service continuum

equipment-based services do not have the marketing concerns of _________________ bc people are removed from the equation

inconsistency

_________________ is the fuel of marketing

data

tangible products have _______________ properties such as color, size, and style

search

services have _______________ properties, which can be discerned only after purchase or during consumption

experience

services provided by specialized professionals such as medical diagnoses and legal services have _______________ properties, or characteristics that the consumer may find impossible to evaluate even after purchase

credence

differences between the consumer's expectations and experience are identified through _______________ _______________

gap analysis

the entire sequence of steps that make up the service process is known as a _______________ _______________

service encounter

a _______________ _______________ _______________ is a flowchart of the points of interaction between consumers and the service provider

customer contact audit

a _______________ _______________ is a version of a customer contact audit that includes all employee actions and acknowledges that services are designed to be "experiences

service blueprint

in addition to the four Ps of marketing, the service marketing mix includes three others: _______________, the _______________ _______________, and _______________

people, physical environment, process

bc of the intangibility of services, _______________ is often used by consumers as a possible indicator of quality

price

_______________-_______________ _______________ consists of charging different prices during different times of day or week to reflect variations in demand for service

off-peak pricing

_______________ _______________ is based on the notion that a service org must focus on its employees (internal market) before successful programs can be directed at customers

internal marketing

the _______________-_______________ _______________ is the relationship between internal marketing, internal service quality, employee productivity, and firm profitability

service-profit chain

CEM stands for _______________ _______________ _______________

customer experience management

_______________ _______________ is when employees give out free products or services to customers unauthorized

service sweethearting