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in terms of the RATER model, the degree to which an organization inspires trust in its customers
communication gap
in the Gap Model of Service Quality, the variance between what is communicated to the customer and their actual experience
customer gap
in the Gap Model of Service Quality, the variance between the customer’s expectations and their perception of the service
customer loyalty
an ongoing positive relationship between a customer and a business that drives repeat purchases
customer satisfaction
a measurement that determines how happy customers are with a company’s products, services, and capabilities
delivery gap
in the Gap Model of Service Quality, the difference between the experience specification and the actual delivery of the service
in terms of the RATER model, focusing on customers attentively to assure they receive caring and distinguished service
employee retention
an organization’s ability to retain its employees and stop employees from leaving
employee satisfaction
the level of happiness and contentment employees have about their jobs and the work environment
equipment-based services
when machinery or equipment plays the primary role in the service delivery
external service marketing
the action of promoting or selling services to customers and potential customers
external value proposition
the value companies promise to deliver to customers post-purchase
GAP Model of Service Quality
theoretical marketing model that helps to identify the gaps between the perceived service and the expected service
information processing
intangible actions directed at a customer’s assets, such as insurance or consulting
unable to be seen, tasted, felt, smelled, or heard
interactive service marketing
the communication between the service provider and the customer; also called a service encounter
internal service marketing
satisfying employees to motivate them to work as a team to satisfy customers
internal service quality
the perceived level of satisfaction an employee experiences with services offered by internal service providers
knowledge gap
in the GAP Model of Service Quality, the difference between what customers expect and what managers think they expect
mental stimulus processing
situation in which the services interact with the customer’s mind rather than the body
people processing
services in which the customer is the direct recipient of the service and production and consumption are simultaneous
people-based services
tasks in which people, rather than equipment or machinery, play a major role in the delivery of the service
policy gap
in the GAP Model of Service Quality, the difference between managers understanding customer needs and being able to turn that into service delivery practices
possession processing
services in which the service is directed toward the customer’s physical possessions
the efficiency and output of employees
RATER framework of service quality
theoretical model that focuses on the five dimensions of service excellence: reliability, assurance, tangibles, empathy, and responsiveness
in terms of the RATER model, the organization’s capability to produce an accurate, dependable, and on-time service
in terms of the RATER model, promptness and willingness to provide satisfactory and quick service
service encounter
a consumer’s direct contact with a service provider
service inseparability
concept where services must be produced and consumed concurrently
Service Marketing Triangle
a visual representation of a strategic model that outlines the importance of people in a company’s ability to keep its service promises
service perishability
concept that states services cannot be stored in inventory for future use or sale
service variability
concept that states the quality of the service depends on who, when, where, and how it is provided
service-profit chain model
model that establishes relationships between profitability, employee satisfaction, loyalty, and productivity
nonphysical, intangible economic activities
in terms of the RATER model, the physical appearance of both the facility and its employees
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