Glossary
From Servipedia
Many of the terms in this Wiki were donated by Christopher H. Lovelock and Jochen Wirtz, and come from the book Lovelock and Wirtz (2007).
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A
- activity-based costing
- adequate service
- advertising
- arm's-length transactions
- attitude
- auction
- augmented product
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B
- backstage
- balking
- banner ads
- benchmarking
- benefit
- benefit-driven pricing
- blogs
- blueprint
- boundary-spanning positions
- brand
- business model
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C
- chain stores
- chase demand strategy
- churn
- clicks and mortar
- competition-based pricing
- competitive advantage
- complaint
- complaint log
- conjoint analysis
- consumption
- control chart
- control model of management
- core competency
- corporate culture
- corporate design
- cost leader
- cost-based pricing
- credence attributes
- critical incident
- critical incident technique
- CRM system
- customer contact personnel
- customer equity
- customer interface
- customer lifetime value
- customer relationship management
- customer satisfaction
- customer training
- customization
- cyberspace
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D
- data mining
- data warehouse
- database marketing
- defection
- delivery channels
- demand curve
- demand cycle
- demographic segmentation
- desired service
- discounting
- dynamic pricing
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E
- e-commerce
- eight (8) Ps
- emotional labor
- empowerment
- enablement
- enhancing supplementary services
- e-tailing
- excess capacity
- excess demand
- expectations
- experience attributes
- expert systems
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F
- facilitating supplementary services
- fail point
- financial outlays
- fishbone diagram
- fixed costs
- flat-rate pricing
- flowchart
- flower of service
- focus group
- franchise
- frequency program
- front stage
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G
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H
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I
- image
- impersonal communications
- information processing
- information-based services
- in-process wait
- inputs
- intangibility
- intangible
- integrated marketing communications
- internal communications
- internal customers
- internal marketing
- internal services
- Internet
- inventory
- involvement model of management
- iTV
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J
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L
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M
- market focus
- market segmentation
- marketing communications mix
- marketing implementation
- marketing research
- marketplace
- mass customization
- maximum capacity
- medium-contact services
- membership relationship
- mental intangibility
- mental stimulus processing
- mission statement
- molecular model
- moment of truth
- mystery shopping
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N
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O
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P
- Pareto analysis
- people
- people processing
- perception
- perceptual map
- permission marketing
- personal communications
- personal selling
- physical effort
- physical evidence
- physical intangibility
- place and time
- positioning
- possession processing
- postprocess wait
- post-encounter stage
- post-transaction survey
- predicted service
- preprocess wait
- prepurchase stage
- price and other user outlays
- price bucket
- price bundling
- price elasticity
- price leader
- process
- product
- product attributes
- product elements
- productive capacity
- productivity
- promotion and education
- psychographic segmentation
- psychological burdens
- public relations
- purchase process
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Q
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R
- rate fences
- reciprocal marketing
- reengineering
- relationship marketing
- reneging
- repositioning
- retail displays
- retail gravity model
- return on quality
- revenue management
- role
- role congruence
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S
- sales promotion
- satisfaction
- script
- search attributes
- segment
- sensory burdens
- service
- service blueprint
- service concept
- service delivery system
- service encounter
- service encounter stage
- service factory
- service failure
- service focus
- service guarantee
- service marketing system
- service model
- service operations system
- service preview
- service quality
- service quality information system
- service recovery
- service sector
- service-profit chain
- servicescape
- SERVQUAL
- standardization
- stickiness
- sustainable competitive advantage
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T
- tangible
- target market
- target segments
- time expenditures
- three-stage model of service consumption
- third-party payments
- total costs
- transaction
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U
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V
- value chain
- value exchange
- value net (or value network)
- value proposition
- value-based pricing
- variability
- variable costs
- viral marketing
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W
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Y
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