Service Marketing

6. an act or performance that creates benefits for customers
7. a combination of social cues that guides behaviour
8. something that is experienced and cannot be touched or preserved
11. intangible actions directed at customers' assets
12. an advantage or gain that customers obtain
13. services that involve significant interaction among customers, service personnel, and equipment and facilities
14. tailoring service characteristics to meet each customer's specific needs and preferences
15. involve very little, if any, physical contact between customers and service providers
16. offering a service with some individualized product elements to a large number of customers at a relatively low price
18. reducing variation on service operations and delivery
20. a specific encounter between customer and service provider in which the outcome has proved especially satisfying or dissatisfying for one or both parties
21. relates to how a product is purchased and used

1. internal standards that customers use to judge the quality of a service experience
2. is the choice of a single segment or group of segments that the organisation wishes to select
3. services that involve tangible actions to people's bodies
4. a period of time during which customers interact directly with a service
5. how efficiently service inputs are transformed into outputs that add value for customers
9. a customer's voluntary decision to continue patronizing a specific firm over a period of time
10. services that involve only a limited amount of contact between customers and elements of the service organization
17. learned sequences of behaviours obtained through personal experience or communication with others
19. those aspects of service operations that are hidden from customer