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Activity-based costing	Adequate service	Advertising
Arm's-length transactions	Attitude	Auction
Augmented product	Backstage	Balking
Banner ads	Benchmarking	Benefit
Benefit-driven pricing	Blogs	Blueprint
Boundary-spanning positions	Brand	Business model
CRM system	Chain stores	Chase demand strategy
Churn	Clicks and mortar	Competition-based pricing
Competitive advantage	Complaint	Complaint log
Concept Table of Contents	Conjoint analysis	Consumption
Control chart	Control model of management	Core competency
Corporate culture	Corporate design	Cost-based pricing
Cost leader	Credence attributes	Critical incident
Critical incident technique	Current events	Customer contact personnel
Customer equity	Customer interface	Customer lifetime value
Customer relationship management	Customer satisfaction	Customer training
Customization	Cyberspace	Data mining
Data warehouse	Database marketing	Defection
Delivery channels	Demand curve	Demand cycle
Demographic segmentation	Desired service	Discounting
Dynamic pricing	E-commerce	E-tailing
Eight (8) Ps	Emotional labor	Empowerment
Enablement	Enhancing supplementary services	Excess capacity
Excess demand	Expectations	Experience attributes
Expert systems	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	Geographic segmentation	Glossary
Goods	Halo effect	High-contact services
Human resource management	ITV	Image
Impersonal communications	In-process wait	Information-based services
Information processing	Inputs	Intangibility
Intangible	Integrated marketing communications	Internal communications
Internal customers	Internal marketing	Internal services
Internet	Inventory	Involvement model of management
Jaycustomer	Levels of customer contact	Lovelock and Wirtz (2007)
Low-contact services	Loyalty	Main Page
Market focus	Market segmentation	Marketing
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	Needs
Net value	Nonfinancial outlays	Nonmonetary costs
Opportunity cost	Optimum capacity	Organizational climate
Organizational culture	Outputs	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	Post-encounter stage	Post-transaction survey
Postprocess wait	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	Quality
Queue	Queue configuration	Rate fences
Reciprocal marketing	Reengineering	Relationship marketing
Reneging	Repositioning	Retail displays
Retail gravity model	Return on quality	Revenue management
Role	Role congruence	SERVQUAL
SERVSIG	Sales promotion	Sandbox
Satisfaction	Script	Search attributes
Segment	Sensory burdens	Service
Service-profit chain	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
Services Marketing	Servicescape	Standardization
Stickiness	Sustainable competitive advantage	Tangible
Target market	Target segments	Third-party payments
Three-stage model of service consumption	Time expenditures	Total costs
Transaction	Undesirable demand	Value-based pricing
Value chain	Value exchange	Value net (or value network)
Value proposition	Variability	Variable costs
Viral marketing	Wheel of loyalty	Word of mouth
Yield	Zone of tolerance