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ServiceMktg Assignment- Concepts

ServiceMktg Assignment- Concepts

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Published by Ankit Singh

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Published by: Ankit Singh on Dec 22, 2011
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12/13/2014

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Services Marketing Assignment: (Hand written) Write definitions or meaning of the following terms.

1. Services 2. Services Marketing 3. Goods VS Services (characteristics of services) 4. Moments of Truth 5. Service Blue Print 6. Service Encounter 7. Tangibility Spectrum 8. Servicescape 9. Service Recovery 10. 7ps of Services (4P’s + People, Physical Evidence and Process) 11. QFD : Quality Function Deployment Tangibility Spectrum (least to high) 12. Service Delivery (Berner &Gronoos) 13. Critical Incidents. (Dissatisfied or Delighted) 14. Service Quality 15. SerQual Dimensions 16. Search Quality, Experience Quality &Credence Quality 17. Triangle of services marketing (internal, external, interactive marketing) 18. Customer Satisfaction 19. National Customer Satisfaction Index (USA) 20. American Customer Satisfaction Index 21. Customer Perception 22. Relationship Marketing 23. CRM 24. Life time value of customers 25. Customer Retention strategies 26. Customer Defection 27. Types of customer complaints 28. Complaint as Gift. 29. Service Recovery and Strategies 30. Service Guarantee 31. Stages in New Service Development 32. Hard &Soft Service Standards 33. Customer Defined Service Standards (CDSS) 34. Service Delivery 35. Customer as Partial Employee 36. Zone of Tolerance 37. Gaps Model of Service Quality (Gaps 1-5) 38. Service Culture 39. The Perception Gap 40. SSTs ( Self Service technologies) 41. Jay Customers 42. Service Audit

Boundary Spanners ( Employee as) 54. Personal selling 48. Positioning 46. Spontaneity ( Service Recovery) 55. Return on Quality 44. Consumer Confidence Index. Recovery Paradox 53. Yield Management 50. Public Relations 49. Advertising 47.43. 52. Pricing of Service. 51. Gaps Model . Segmentation 45.

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