Category
page 1Services marketing
customer relationship management
process of managing interactions with customers
quality of service
traffic prioritization and measure of network performance
customer service
provision of service to customers
customer satisfaction
provides a leading indicator of consumer purchase intentions and loyalty
service-level agreement
official commitment between a service provider and a customer
IT service management
management of information technology services that meet the needs of a business
relationship marketing
form of marketing emphasizing customer retention and satisfaction, not sales transactions
service design
type of design
sports marketing
marketing strategy for sporting products
customer experience
the product of an interaction between an organization and a customer over the duration of their relationship
services marketing
type of marketing
service mark
trademark used to identify a service rather than a tangible good
SERVQUAL
SERVQUAL is a research tool used to measure customer perception of service quality by comparing what customers expect from a service to how the service actually performed. The tool was developed in the United States in the mid-1980s by researchers A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry and can be implemented in after-service processes.Parasuraman, A, Ziethaml, V. and Berry, L.L., "SERVQUAL: A Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, Vol. 62, no. 1, 1985, pp 12-40.
behavioral script
sequence of expected behaviors
Customer data platform
software creating a unified customer database accessible to other systems
destination marketing organization
organization promoting tourism to increase the number of visitors
service quality
comparison of perceived expectation of a service with perceived performance