service marketing

3. An organization’s efforts at discouraging or deflecting customer demand.
6. buying, selling, and other marketing processes supported by the Internet.
8. expressing socially appropriate (but sometimes false) emotions toward customers during service transactions
10. a line of people waiting their turn to be served.
12. a visual illustration of how customers perceive competing services.
16. changing the position a firm holds in a consumer’s mind relative to competing services.
17. a virtual reality without physical existence, in which electronic transactions or communications occur.
19. An assessment of the (perceived) benefits of a service versus the costs associated with it.
20. something that is experienced and that cannot be touched or preserved.

1. a formal expression of dissatisfaction with any aspect of a service experience.
2. customers’ long term, cognitive evaluations of a firm’s service delivery.
4. establishing a distinctive place in the minds of customers relative to the attributes possessed by or absent from competing products.
5. a name, phrase, design, symbol, or some combination of these elements that identifies a company’s services and differentiates it from competitors.
7. services that involve tangible actions to people’s bodies.
9. Services provide temporary possession or access instead of ownership.
11. an event during which an exchange of value takes place between two parties.
13. retailing through the Internet instead of through physical stores.
14. a customer’s commitment to continue patronizing a specific firm over an extended period of time.
15. extent to which a firm serves few or many markets.
18. a combination of social cues that guides behavior in a specific setting or context.