BU352 Chapter Notes - Chapter 10: Customer Service
Document Summary
Bu352 ch10 services: the intangible product: key terms. Communication gap: refers to the difference between the actual service provided to customers and the service that the firm"s promotion program promises. Customer service: specifically refers to human or mechanical activities firms undertake to help satisfy their customers" needs and wants. Delivery gap: the difference between the firm"s service standards and the actual service it provides 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. Empowerment: in the context of service delivery, means allowing employees to make decisions about how service is provided to customers. Inconsistent: a characteristic of a service: its quality may vary because it is provided by humans. Inseparable: a characteristic of a service: it is produced and consumed at the same time that is, service and consumption are inseparable.
