MKTG Exam 2

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10 Terms

1
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Characteristics of Services

Intangibility, inseparability, heterogeneity, perishability

2
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Search quality

characteristic that can be assessed before purchase

3
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Experience quality

characteristic that can only be assessed after experiencing the service

4
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Credence quality

characteristic difficult to assess even after experiencing service

5
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evaluating service quality

reliability, responsiveness, assurance, empathy, tangibles

6
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Gap 1

what customers want and what management thinks customers want

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Gap 2

gap between what management thinks customers want and the quality specification management develops to provide these services

8
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Gap 3

gap between service quality specifications and service actually provided

9
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Gap 4

gap between what company provides and what the customer is told to be provided

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Gap 5

gap between what customers perceive and what they want