Chapter 10

Helpfulness: +1
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created 7 years ago by rflangeness
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Marketing
updated 7 years ago by rflangeness
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1

Services

Intangible products that are exchanged directly from the producer to the customer

2

intangibility

The characteristic of a service that means customers cant see, touch, or smell good service

3

Perishability

the characteristic of a service that makes it impossible to store for later sale or consumption
*example rooms at ski service go unoccupied

4

capacity management

the process by which organizations adjust their offerings in an attempt to match demand
**example rental car companies offer a discount on days of the week that travel is light

5

variability

The characteristic of a service that means that even the same service performed by the same individual for the same customer can vary
**example-hot/cold nfl qb

6

Inseparability

The characteristic of a service that means that it is impossible to separate the production of a service from the consumption of that service

7

Goods dominated products

example-car warranties, services, in service training.

8

Equipment or facility based services

operational factors- clear signs and other guidelines must show customers how to use the service
Locational factors**
Environmental factors-create an attractive environment to lure customers

9

People based services

increasing in importance because people lack the time to do their own shit