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Intangibility
Intangibility refers to the lack of palpable or tactile property making it difficult to assess service quality. According to Zeithaml et al. (1985, p. 33), “Because services are performances, rather than objects, they cannot be seen, felt, tasted, or touched in the same manner in which goods can be sensed.” As such, the services marketing literature has traditionally characterized intangibility as the most critical distinction between services and goods. Other key characteristics of services include perishability, inseparability and variability (or heterogeneity). Yet, in practice service production and consumption often involve both intangible and tangible elements. Examples of intangible service attributes include service responsiveness and reliability, while tangible service attributes include the servicescape, décor, and furnishings. Drawing on construal level theory Construal level theory (CLT) is a theory in social psychology that describes the relation between ps ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Hean Tat Keh
Hean Tat Keh () is a professor and chair of the Department of Marketing Marketing is the process of exploring, creating, and delivering value to meet the needs of a target market in terms of goods and services; potentially including selection of a target audience; selection of certain attributes or themes to emph ... at the Monash University Faculty of Business and Economics. He is known for his work on services marketing, Consumer behaviour, consumer behavior, brand management, and marketing strategy. In particular, his research on services marketing addresses the limitations of the concepts of Inseparability, service inseparability and Intangibility, service intangibility. Keh has also published on the antecedents and consequences of brand equity. More recently, he has conducted research on Green marketing, sustainable marketing and Health marketing, healthcare marketing. His works have been cited over 9000 times according to Google Scholar. Education and career Keh rec ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service (economics)
A service is an "(intangible) act or use for which a consumer, firm, or government is willing to pay." Examples include work done by barbers, doctors, lawyers, mechanics, banks, insurance companies, and so on. Public services are those that society (nation state, fiscal union or region) as a whole pays for. Using resources, skill, ingenuity, and experience, service providers benefit service consumers. Services may be defined as intangible acts or performances whereby the service provider provides value to the customer. Key characteristics Services have three key characteristics: Intangibility Services are by definition intangible. They are not manufactured, transported or stocked. One cannot store services for future use. They are produced and consumed simultaneously. Perishability Services are perishable in two regards: * Service-relevant resources, processes, and systems are assigned for service delivery during a specific period in time. If the service consumer does not ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service Quality
Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. A business with high service quality will meet or exceed customer expectations whilst remaining economically competitive. Evidence from empirical studies suggests that improved service quality increases profitability and long term economic competitiveness. Improvements to service quality may be achieved by improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes. Definition From the viewpoint of business administration, service quality is an achievement in customer service. It reflects at each service encounter. Customers form service expectatio ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Journal Of Service Research
The ''Journal of Service Research'' is a quarterly peer-reviewed academic journal that covers the field of business studies. The current editor-in-chief is Ming-Hui Huang (National Taiwan University). The journal was established by Roland Rust (University of Maryland) in 1998 and is published by SAGE Publications. The Journal of Service Research is sponsored by the Center for Excellence in Service at the University of Maryland’s Robert H. Smith School of Business. Mission The mission of the ''Journal of Service Research'' is to be the leading outlet for the most advanced research in service marketing, service operations, service human resources and organizational design, service information systems, customer satisfaction and service quality, electronic commerce, and the economics of service. Scope The ''Journal of Service Research'' offers an international and multidisciplinary perspective on the best management practices in: * Service marketing * Service operations * ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Valarie Zeithaml
Valarie Zeithaml is a marketing professor and author. She is the David S. Van Pelt Family Distinguished Professor of Marketing at Kenan-Flagler Business School, University of North Carolina at Chapel Hill. Zeithml is an expert in the area of services marketing and service quality. In the 1980s Zeithaml and her co-authors developed SERVQUAL SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions that are believed to represent service quality. SERVQUAL is built on the expectancy-disconfirmation p ..., a quality management framework for services. She was named a Thomson Reuters Highly Cited Researcher in the report on "The World's Most Influential Scientific Minds." Selected publications Books * References External links UNC profile Living people American business theorists American marketing people Marketing theorists Marketing people University of North Carolina at Chapel Hill ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Journal Of Marketing
The ''Journal of Marketing'' is a bimonthly scholarly journal that publishes peer-reviewed research in marketing. It is published by the American Marketing Association. Established in 1936, It is the fourth-oldest major journal covering marketing issues; the others are ''Harvard Business Review'' (1920), ''Journal of Retailing'' (1925), and ''Journal of Business'' (1928). Editors Hari Sridhar, Joe Foster ’56 Chair in Business Leadership and is Research Director of the Sales Leadership Institute at Mays Business School at Texas A&M University is Editor in Chief. He works with 3 coeditors, approximately 48 associate editors and an editorial review board to manage the journal's peer review and publication. Special issues The journal has published special issues on various topics over the years, including one on mapping the boundaries of marketing that was sponsored by the Marketing Science Institute. Awards The journal presents three article-focused honors on an annual basi ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Perishability
Perishability is used in marketing to describe the way in which service capacity cannot be stored for sale in the future. It is a key concept of services marketing. Other key characteristics of services include intangibility, inseparability, fluctuating demand, pricing of services, heterogeneity and variability. References {{marketing-stub Services marketing ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Inseparability
Inseparability is used in marketing to describe a key quality of services as distinct from goods. Inseparability is the characteristic that a service has which renders it impossible to divorce the supply or production of the service from its consumption. Other key characteristics of services include perishability, intangibility Intangibility refers to the lack of palpable or tactile property making it difficult to assess service quality. According to Zeithaml et al. (1985, p. 33), “Because services are performances, rather than objects, they cannot be seen, felt, taste ... and variability (or heterogeneity). Although the notion of inseparability has become received wisdom in the marketing and services marketing literature over the past few decades, more recent research has challenged inseparability as a distinguishing characteristic of services. For instance, Lovelock and Gummesson (2004, p. 29) conceptually argue that “there is a large group of separable services that d ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Construal Level Theory
Construal level theory (CLT) is a theory in social psychology that describes the relation between psychological distance and the extent to which people's thinking (e.g., about objects and events) is abstract or concrete. The core idea of CLT is that the more distant an object is from the individual, the more abstract it will be thought of, while the closer the object is, the more concretely it will be thought of. In CLT, psychological distance is defined on several dimensions— temporal, spatial, social and hypothetical distance being considered most important, though there is some debate among social psychologists about further dimensions like informational, experiential or affective distance. The theory was developed by the Israeli social psychologists Nira Liberman and the American psychologist Yaacov Trope. An example of construal level effects would be that although planning one's next summer vacation one year in advance (in the distant future) will cause one to focus on ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Journal Of The Academy Of Marketing Science
The ''Journal of the Academy of Marketing Science'' is a Peer review, peer-reviewed academic journal about marketing. According to the ''Journal Citation Reports'', the journal has a 2016 impact factor of 5.888 . Since June 2018, the editor-in-chief is John Hulland (Terry College of Business). In 2010, the journal changed publication frequency from quarterly to bimonthly. Previous editors The following persons have been editors-in-chief of the journal: References External links * {{DEFAULTSORT:Journal of the Academy of Marketing Science Business and management journals Publications established in 1973 Bimonthly journals English-language journals Springer Science+Business Media academic journals ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
SEC Classification Of Goods And Services
Economists and marketers use of the Search, Experience, Credence (SEC) classification of goods and services, which is based on the ease or difficulty with which consumers can evaluate or obtain information. These days most economics and marketers treat the three classes of goods as a continuum. Archetypal goods are: *Search goods: those with attributes that can be evaluated prior to purchase or consumption. Consumers rely on prior experience, direct product inspection and other information search activities to locate information that assists in the evaluation process. Most products fall into the search goods category (e.g. clothing, office stationery, home furnishings). *Experience goods: those that can be accurately evaluated only after the product has been purchased and experienced. Many personal services fall into this category (e.g. restaurant, hairdresser, beauty salon, theme park, travel, holiday). *Credence goods: those that are difficult or impossible to evaluate even after co ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer
In sales, commerce, and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product or an idea - obtained from a seller, vendor, or supplier via a financial transaction or exchange for money or some other valuable consideration. Etymology and terminology Early societies relied on a gift economy based on favours. Later, as commerce developed, less permanent human relations were formed, depending more on transitory needs rather than enduring social desires. Customers are generally said to be the purchasers of goods and services, while clients are those who receive personalized advice and solutions. Although such distinctions have no contemporary semantic weight, agencies such as law firms, film studios, and health care providers tend to prefer ''client'', while grocery stores, banks, and restaurants tend to prefer '' customer'' instead. Clients The term client is derived from Latin ''clients'' or ''care'' meaning "to ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
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