Chapter 11 Services and Nonprofit Organization Marketing

1
Chapter 11Services and Nonprofit Organization
Marketing
2
How Services Differ from Goods?
3
Components of Service Quality
4
The Gap Model of Service Quality
Service Delivery
Perceived Service
5
Assessing Service Failure

• Attributions
• Who is at fault?

• Justice
• Fairness

Satisfaction
Loyalty
Service Failure
Recovery
Intent to Repurchase
Word-of-Mouth
Expectations
IPD
6
Service Recovery Paradox
Customers whose service failures have been
satisfactorily remedied _______________
than customers who have never experienced
failures.
7
Relationship Marketing in Services