Service Marketing

2. something that is experienced and cannot be touched or preserved
5. the physical site where service operations take place
9. how efficiently service inputs are transformed into outputs that add value for customers
10. tailoring service characteristics to meet each customer specific needs and preferences
14. extent to which customers interact directly with elements of service organization
18. services that require minimal or no direct contact between customers and the service
19. capable of being touched, held, or preserved

1. service involve significant interaction among customers
3. an act or performance that creates benefits for customers by bringing about a desired change
4. the core output produced by a firm
5. reducing variation in service operations and delivery
6. an advantage or gain that customers obtain from performance of a service or use of physical good
7. a lack of consistency in inputs and outputs during the service production process
8. a particular method of operations or series of actions
11. the portion of a nation economy represented by services of all kinds, including those offered by public and non-profit organizations
12. services that involve only a limited amount of contact between customers and elements of the service organization
13. customers and employees who are involved in service production
15. communication activities
16. the degree to which a service satisfies customers by meeting their needs, wants and expectation
17. service elements within any type of business that facilitate creation of, or add value to its final output
20. physical objects or devices that provide benefits for customers through ownership or use