Service Marketing

1. something that is experienced and cannot be touched or preserved.
6. a lack of consistency in inputs and outputs during the service production process.
7. how efficiently service inputs are transformed into outputs that add value for customers.
8. the physi- cal site where service opera- tions take place .
12. tangible actions to goods and other physical possessions belonging to customers.
14. a period of time during which customers interact directly with a service
15. services: service elements within any type of business that facilitate creation of, or add value to, its final output.
16. an advantage or gain that customers obtain from performance of a service or use of a physical good.
18. services that involve tangible actions to people's bodies.

1. intangible actions directed at customers' assets.
2. services that require minimal or no direct contact between customers and the service organization.
3. physical objects or devices that provide benefits for customers through ownership or use.
4. a particular method of operations or series of actions, typically involving steps that need to occur in a defined sequence.
5. an act or performance that creates benefits for customers by bringing about a desired change in—or on behalf of—the recipient.
9. the degree to which a service satisfies customers by meeting their needs, wants, and expectations.
10. the portion of a nations economy represented by services of all kinds, including those offered by public and non-profit organizations.
11. all components of the service performance that create value for customers.
13. a specific encounter between customer and service provider in which the outcome has proved especially satisfying or dissatisfying for one or both parties.
17. customers and employees who are involved in service production.
18. the core output (either a service or a manufactured good) produced by a firm.