MKT 100 Chapter Notes - Chapter 10: The Delivery (The Office)

• School: Ryerson University
• Department: Marketing
• Course: MKT 100
• Professor: Paul Gillespie

Document Summary

Service any intangible offering that cannot be physically possessed. Customer service specifically refers to human or mechanical activities firms undertake to help satisfy their customers" needs and wants. 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 time. That is, service and consumption are inseparable. 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. Empowering service providers: empowerment in the context of service delivery, means allowing employees to make decisions about how service is provided to customers. Distributive fairness pertains to a customer"s perception of the benefits he or she received compared with the costs (inconvenience or loss) that resulted from a service failure.