Service marketing

5. combination of social cues that guides behavior in a specific setting or context
6. an act or performance that creates benefits for customers by bringing about a desired change in
7. services that require minimal or no direct contact between customers and the service organization
9. the physi- cal site where service opera- tions take place.
13. collecting, categorizing,and analyzing crictical incidents that have occurred between customers and service providers
14. aspects of service operations that are hidden from customers
16. subconscious, deeply felt desires that often concern long-term existence and identity issues
17. a group of current or prospective customers who share common characteristics needs, purchasing behavior
18. the core output produced by a firm
19. a specific encounter between customer and service provider in which the outcome has proved especially satisfying or dissatisfying for one or both parties.
20. services that involve tangible actions to people's bodies.

1. tailoring service characteristics to meet each customer's specific needs and preferences
2. period of time during which customers interact directly with a service
3. capable of being touched, held or preserved in physical form over a time
4. tangible actions to godsend other physical possessions belonging to customers
8. processing intangible actions directed at customers' assets.
10. aspects of service operations and delivery that are visible or otherwise apparent to customers
11. a distinctive characteristic of services that makes it impossible to touch or hold on to them in the same manner as physical goods.
12. intangible actions directed at peoples minds.
15. reducing variation in service operations and delivery