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MARK 3000 - Chapters 2,8,13 - Grantham UGA EXAM 2024 $14.49
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MARK 3000 - Chapters 2,8,13 - Grantham UGA EXAM 2024
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Services - 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. Customer Service - Specifically refers to the human or mechanical...

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  • September 6, 2024
  • 12
  • 2024/2025
  • Exam (elaborations)
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MARK 3000 - Chapters 2,8,13 - Grantham UGA


MARK 3000 - Chapters 2,8,13 - Grantham
UGA EXAM 2024

Services - 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.


Customer Service - Specifically refers to the human or mechanical activities firms
undertake to help satisfy their customers' wants and needs.


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


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


Heterogeneity - As it refers to the differences between the marketing of products and
services, the delivery of services is more variable


Perishable - A characteristic of a service; it cannot be stored for use in the future


Service Gap - Results when a service fails to meet the expectations that customers
have about how it should be delivered


Knowledge Gap - A type of service gap which reflects the difference between
customer's expectations and firm's perception of those expectations.



MARK 3000 - Chapters 2,8,13 - Grantham UGA

, MARK 3000 - Chapters 2,8,13 - Grantham UGA



Standards Gap - A type of service gap which pertains to the difference between the
firm's perceptions of customer's expectations and the service standard it sets.


Delivery Gap - A type of service gap which is the difference between the firm's service
standards and the actual service it provides to customers.


Communication Gap - A type of service gap which refers to the difference between the
actual service provided to customers and the service that the firm's promotion program
promises.


Service Quality - Customer's perceptions of how well a service meets or exceeds their
expectations


Voice-of-Customer Program (VOC) - An ongoing marketing research system that
collects customer inputs and integrates them into managerial decisions.


Distributive Fairness - Pertains to a customer's perception of the benefits he or she
received compared with the costs that resulted from a service failure.


Procedural Fairness - Refers to the customer's perception of the fairness of the process
used to resolve complaints about service.


Globalization - Refers to the processes by which goods, services, capital, people,
information and ideas flow across national borders.


Trade Deficit - Results when a country imports more goods than it exports




MARK 3000 - Chapters 2,8,13 - Grantham UGA

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