| Term | Definition |
|---|
| Augmented service | The core service plus additional services provided to enhance value. |
| Capacity management | The process by which organizations adjust their offerings in an attempt to match demand. |
| Core service | The basic benefit of having a service performed. |
| Credence qualities | Product characteristics that are difficult to evaluate even after they have been experienced. |
| Critical incident technique | A method for measuring service quality in which marketers use customer complaints to identify critical incidents—specific face-to-face contacts between consumer and service providers that cause problems and lead to dissatisfaction. |
| Disintermediation | Eliminating the interaction between customers and salespeople so as to minimize negative service and encounters and reduce costs. |
| Experience qualities | Product characteristics that customers can determine during or after consumption. |
| Gap analysis | A marketing research method that measures the difference between a customer’s expectation of a service quality and what actually occurred. |
| Inseparability | The characteristic of a service that means that it is impossible to separate the production of a service from the consumption of that service. |
| Intangibility | The characteristic of a service that means customers can’t see, touch, or smell good service. |
| New dominant logic for marketing | A reconceptualization of traditional marketing to redefine service as the central (core) deliverable and the actual physical products purveyed as comparatively incidental to the value proposition. |
| Perishability | The characteristic of a service that makes it impossible to store for later sale or consumption. |
| Place marketing | Marketing activities that seek to attract new business, residents, or visitors to a town, state, country, or some other site. |
| Search qualities | Product characteristics that the consumer can examine prior to purchase. |
| Service encounter | The actual interaction between the customer and the service provider. |
| Services | Intangible products that are exchanged directly from the producer to the customer. |
| Servicescape | The actual physical facility where the service is performed, delivered, and consumed. |
| SERVQUAL | A multiple-item scale used to measure service quality across dimensions of tangibles, reliability, responsiveness, assurance, and empathy. |
| Variability | The characteristic of a service that means that even the same service performed by the same individual for the same customer can vary. |
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