Ch. 13 Services: The Intangible Product

Name

1. Specifically refers to human or mechanical activities firms undertake to help satisfy their customers' needs and wants.

• service gap
• customer service
• service quality
• standards gap

2. Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed; intangible customer benefits that are produced by people or machines and cannot be separated from the producer.

• an intangible
• service
• empowerment
• inseparable

3. The area between customers' expectations regarding their desired service and the minimum level of acceptable service--that is, the difference between what the customer really wants and what he or she will accept before going elsewhere.

• empowerment
• zone of tolerance
• standards gap
• communication gap

4. Relative to the differences between the marketing of products and services, the delivery of services is more variable.

• heterogeneity
• empowerment
• inseparable
• delivery gap

5. A characteristic of a service; it cannot be touched, tasted, or seen like a pure product.

• service
• intangible
• communication gap
• inseparable

6. An ongoing marketing research system that collects customer inputs and integrates them into managerial decisions.

• customer service
• procedural fairness
• voice-of-customer (VOC) program
• empowerment

7. A type of service gap; refers to the difference between the actual service provided to customers and the service that the firm's promotion program promises.

• knowledge gap
• delivery gap
• communication gap
• standards gap

8. In context of service delivery, means allowing employees to make decisions about how service is provided to customers.

• heterogeneity
• empowerment
• inseparable
• intangible

9. A characteristic of a service: it is produced and consumed at the same time; that is, service and consumption are inseparable.

• heterogeneity
• empowerment
• inseparable
• intangible