Miscellaneous Quiz / Marketing Chapter 12 Vocabulary

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Can you name the Marketing Chapter 12 Vocabulary?

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DefinitionVocabulary Term
the inability of services to be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed
the knowledge and courtesy of employees and their ability to convey trust
a group of services that support or enhance the core service
a characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience
the effort by nonprofit organizations to bring about mutually satisfying exchanges with target markets
the inability of services to be stored, warehoused, or inventoried
a strategy that uses technology to deliver customized services on a mass basis
treating employees as customers and developing systems and benefits that satisfy their needs
the ability to perform a service dependably, accurately, and consistently
the ability to provide prompt service
the inability of the production and consumption of a service to be separated. Consumers must be present during the production
DefinitionVocabulary Term
the result of applying human or mechanical efforts to people or objects
the variability of the inputs and outputs of services, which causes services to tend to be less standardized and less uniform than goods
an organization that exists to achieve some goal other than the usual business goals of profit, market share, or return on investment
the most basic benefit the consumer is buying
caring, individualized attention to customers
the physical evidence of a service, including the physical facilities, tools, and equipment used to provide the service
a model identifying five gaps that can cause problems in service delivery and influence customer evaluations of service quality
a characteristic that can be assessed only after use
an announcement that promotes a program of a federal, state, or local government or of a nonprofit organization
a characteristic that can be easily assessed before purchase

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