1. Services and Intangibles 10 Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

2. Products Tangible SERVICES Intangible GOODS Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

3. Services Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

5. Perishability Service Characteristics VariabilityInseparability Intangibility SERVICES Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

6. Goods Dominated INTANGIBILITY Service Continuum People Based Equipment/Facility Based Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

7. Goods Dominated Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

8. Facility Based Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

9. People Based Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

10. CORE SERVICE AUGMENTED SERVICE Air travel to Seattle Frequent flyer miles In-flight wi-fi Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

11. Internet Services diverse and growing Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

12. Service Encounter Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

13. Social Elements Service Encounter Servicescape Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

14. Social Elements Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

15. Servicescape Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

16. Service Quality Attributes Search Qualities Experience Qualities Credence Qualities Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

17. Search Qualities Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

18. Experience Qualities Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

19. Credence Qualities Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

20. Measuring Service Quality Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

21. Marketing People Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

22. Marketing Places Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

23. Marketing Ideas Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall

24. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America. Copyright © 2012 Pearson Education, Inc. Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall