Service Marketing

3. an act or performance that creates benefits for customers
6. offering a service with some individualized product elements to a large number of customers at a relatively low price
7. those aspects of service operations that are hidden from customer
9. services that involve tangible actions to people's bodies
10. intangible actions directed at customers' assets
11. involve very little, if any, physical contact between customers and service providers
14. is the choice of a single segment or group of segments that the organisation wishes to select
16. a specific encounter between customer and service provider in which the outcome has proved especially satisfying or dissatisfying for one or both parties
17. something that is experienced and cannot be touched or preserved
18. tailoring service characteristics to meet each customer's specific needs and preferences
20. relates to how a product is purchased and used

1. internal standards that customers use to judge the quality of a service experience
2. services that involve significant interaction among customers, service personnel, and equipment and facilities
4. how efficiently service inputs are transformed into outputs that add value for customers
5. a combination of social cues that guides behaviour
8. services that involve only a limited amount of contact between customers and elements of the service organization
12. encounters a period of time during which customers interact directly with a service
13. reducing variation on service operations and delivery
15. a customer's voluntary decision to continue patronizing a specific firm over a period of time
19. learned sequences of behaviours obtained through personal experience or communication with others
21. an advantage or gain that customers obtain