Science Quiz / Decision Science Chapter 1

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Can you name the the key terms?

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DefinitionTerm
the science and art of ensuring that goods and services are created and delivered successfully to customers
any primary or complementary activity that does not directly produce a physical product
focused on primary goods or services, such as assembling dishwashers or providing a home mortgage
is a product that typically lasts at least three years
such as purchasing materials and supplies, managing inventory, installation, customer support, technology, acquisition, and R & D
is perishable and generally lasts for less than three years
an interaction between the customer and the service provider
DefinitionTerm
any episodes, transactions, or experiences in which a customer comes into contact with any aspect of the delivery system
integrates marketing, human resource, and operations functions to plan, create, and deliver goods and services and their associated service encounters
some combination of goods and services configured in a certain way to provide value to customers
is the 'core' offering that attracts customers and responds to their basic needs
including accounting and information systems, human resource management, and marketing
is a sequence of activities that is intended to create a certain result
are those that are not essential to the primary good or service, but enhance it

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