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Services Marketing - all important definitions and concepts
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attributes of goods and services
attributes of goods and services
search attributes, experience attributes, credence attributes
core product
core product
the core set of benefits and solutions delivered to customers
non-ownership framework by Lovelock
non-ownership framework by Lovelock
rented goods services (tool hire, dress hire), defined space and place rentals (office building, seat on flight, table at café), labour and expertise rental (house cleaning, mechanic, accountant), access to shared environment (gym, zoo, golf course, toll roads), systems and networks (telecommunication, insurance, utilities)
operations-oriented pricing objectives
operations-oriented pricing objectives
vary prices over time to ensure demand matches supply to ensure optimal use of capacity
spontaneity
spontaneity
employee spontaneity in delivering memorably good or poor service
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