11.6: Key Terms
- Page ID
- 99325
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| (Eg. "Genetic, Hereditary, DNA ...") | (Eg. "Relating to genes or heredity") |  |
The infamous double helix | https://bio.libretexts.org/ | CC-BY-SA; Delmar Larsen |
| Word(s) | Definition | Image | Caption | Link | Source |
|---|---|---|---|---|---|
| assurance | 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 | ||||
| empathy | 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 | ||||
| intangible | 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 | ||||
| productivity | 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 | ||||
| reliability | in terms of the RATER model, the organization’s capability to produce an accurate, dependable, and on-time service | ||||
| responsiveness | 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 | ||||
| services | nonphysical, intangible economic activities | ||||
| tangibles | in terms of the RATER model, the physical appearance of both the facility and its employees |