MKT 100 Lecture Notes - Lecture 10: Customer Service

• School: Ryerson University
• Department: Marketing
• Course: MKT 100
• Professor: unavailable

Document Summary

Customer service: specifically refers to human or mechanical activities firms undertake to help satisfy their customer"s needs and wants time that is, service and consumption are inseparable. Intangible: a characteristic of a service; it cannot be touched, tasted, or seen like a pure product can. Inseparable: a characteristic of a service; it is produced and consumed at the same. Inconsistent: a characteristic of a service: its quality may vary because it is provided by humans. Inventory: a characteristic of a service: it is perishable and cannot be stored for future use. Service gap: results when a service fails to meet the expectations that customers have about how it should be delivered. Knowledge gap: reflects the difference between customers expectations and the firm"s perception of those expectations. Standards gap: pertains to the difference between the firm"s perceptions of customer"s expectations and the service standards it sets.