Marketing Foundations Chapter 13: Services Marketing Assessment

Vocabulary practice flashcards covering services marketing concepts from Chapter 13, including the characteristics of services, the Gaps Model of Service Quality, service dimensions, and complaint recovery.

Inseparability

Services are produced and consumed at the same time

Marketers can take advantage of the variable nature of services by

customizing services to meet customers' needs exactly

Firms can close the —— Gap by matching customer expectations with actual service through the use of marketing metrics

knowledge

Standards Gap

The difference between a firm's perceptions of customers' expectations and the actual service standards the firm establishes, often stemming from a lack of care in defining specific standards.

Tangibles

The physical dimension of service quality, exemplified by renovating historical hotel rooms and adding amenities like an outdoor pool complex.