Barbara R Lewis
Biographic Data
| ID | 10790697 |
|---|---|
| NAME | Barbara R Lewis |
| GIVEN NAMES | Barbara R |
| FAMILY NAME | Lewis |
| SIGNATURE | LEWIS B R |
| AFFILIATIONS | University of Manchester |
| VERIFIED | No |
| TOTAL WORKS | 32 |
| TOTAL CITATIONS | 0 |
| WORKS AS AUTHOR | 32 |
| WORKS AS EDITOR | 0 |
| FIRST PUBLICATION YEAR | 2015 |
| LATEST PUBLICATION YEAR | 2015 |
| H-INDEX | 0 |
Service Promotion
The communication and promotion of services present problems for providers due to the features of services ( see Service Characteristics), in particular intangibility (services cannot usually be presented as physical entities), and variability in their production and delivery, owing to the presence and participation of service personnel.
Markets
A market comprises all the individuals and organizations who are actual or potential customers for a product or service, and those in a market are involved in market E xchange with companies and others providing goods and services.
Service Design
Design management is relevant in the context of the Service Product and also relates to other elements of the Marketing Mix, in particular the extended marketing mix for the services sector (Booms and Bitner, 1981).
Service Quality
Service quality is critical for all organizations in the services sector ( see Services Sector), and for the manufacturing sector in relation to customer service – before, during, and after sales.
Two‐Step Flow Model
The two‐step flow model is concerned with the flow of M arketing C ommunications from the M ass M edia, in particular A dvertising, via opinion leaders to customers, or opinion “followers.”
Service Quality Gaps
Service quality is variously defined, but essentially it is to do with meeting customers' needs and requirements and with how well the service delivered matches customers' expectations.
Perceived Risk
The concept of perceived risk can be looked on as an extension of the general conceptual framework of the consumer decision‐making process, which may be described as problem‐solving activity in which a consumer attempts to identify product performance and psychological goals and to match them with products/brands.
Advertising
Advertising is a paid form of nonpersonal presentation and communication about an organization and/or its goods and services, by an identified sponsor, that is transmitted to a target audience through a mass medium.
Service Guarantees
In the provision and delivery of services and service, as customers' expectations and company standards rise, organizations become competitive in the promises they make to customers.
Demographics
Demographics comprise probably the most important variable in the Marketing Environment of any organization.
Marketing Communications
Organizations are involved in a range of marketing communications exchanges; for example, a manufacturer may communicate with its intermediaries, customers (existing and potential), and various publics.
Interpersonal Communications
Interpersonal communications are the basis of informal channels of Marketing Communications, sometimes referred to as Word‐of‐Mouth Communications, when consumers/buyers pass on information to each other about, for example, products/services or marketing organizations.
Service Distribution
Service distribution channels comprise service firms, their intermediaries, and their customers.
Service Price
The price of a service is not always readily known or available to the consumer.
Service Encounters
The extent of direct interaction between a service provider and its customers in the Service Delivery process is referred to as service encounters or “moments of truth” or “critical incidents” (Carlzon, 1987; Czepiel, Solomon, and Surprenant, 1985).
Service Characteristics
A number of generic characteristics of services distinguish them from products, namely: intangibility, inseparability, heterogeneity, and perishability.
Service Environment
The service environment (or physical evidence) plays a key role in almost all service production and delivery ( see Service Delivery); exceptions would comprise remote services such as communications and utilities.
Servqual
Parasuraman's five major dimensions of Service Quality (tangibles, reliability, responsiveness, assurance, and empathy) form the basis for the SERVQUAL questionnaire (Parasuraman, Zeithaml, and Berry, 1988). This has 22 pairs of Likert‐type scales.
Macro Marketing
Macro marketing embraces marketing's role in society and can be defined as “the delivery of a standard of living to society.”
Service Recovery
Service organizations typically strive for zero defects in their Service Delivery, that is, 100% Customer Satisfaction, to get things right the first time.
Service Quality Measurement
In measuring service quality, organizations may often compare consumer expectations of service(s) with their perceptions of actual service delivered, rather than just assessing Customer Satisfaction with a particular service outcome.
Utility
Businesses, in providing products and services through their production and marketing activities, create a number of kinds of economic utility to consumers.
Service Failure(s)
Organizations should strive for zero defects in their Service Delivery, to get things right the first time.
Personality
Personality refers to those characteristics that account for differences among people and are predictive of their behavior.
Consumer Perceptions
Consumers are continually exposed to a multitude of stimuli from companies, the environment, and other people and endeavor to make sense of visual stimuli through the perceptive process, which may be defined as the result of interaction between stimuli and individual/personal factors.
No prominent works on this page.
Service Promotion
The communication and promotion of services present problems for providers due to the features of services ( see Service Characteristics), in particular intangibility (services cannot usually be presented as physical entities), and variability in their production and delivery, owing to the presence and participation of service personnel.
Markets
A market comprises all the individuals and organizations who are actual or potential customers for a product or service, and those in a market are involved in market E xchange with companies and others providing goods and services.
Service Design
Design management is relevant in the context of the Service Product and also relates to other elements of the Marketing Mix, in particular the extended marketing mix for the services sector (Booms and Bitner, 1981).
Service Quality
Service quality is critical for all organizations in the services sector ( see Services Sector), and for the manufacturing sector in relation to customer service – before, during, and after sales.
Two‐Step Flow Model
The two‐step flow model is concerned with the flow of M arketing C ommunications from the M ass M edia, in particular A dvertising, via opinion leaders to customers, or opinion “followers.”
Service Quality Gaps
Service quality is variously defined, but essentially it is to do with meeting customers' needs and requirements and with how well the service delivered matches customers' expectations.
Perceived Risk
The concept of perceived risk can be looked on as an extension of the general conceptual framework of the consumer decision‐making process, which may be described as problem‐solving activity in which a consumer attempts to identify product performance and psychological goals and to match them with products/brands.
Advertising
Advertising is a paid form of nonpersonal presentation and communication about an organization and/or its goods and services, by an identified sponsor, that is transmitted to a target audience through a mass medium.
Service Guarantees
In the provision and delivery of services and service, as customers' expectations and company standards rise, organizations become competitive in the promises they make to customers.
Demographics
Demographics comprise probably the most important variable in the Marketing Environment of any organization.
Marketing Communications
Organizations are involved in a range of marketing communications exchanges; for example, a manufacturer may communicate with its intermediaries, customers (existing and potential), and various publics.
Interpersonal Communications
Interpersonal communications are the basis of informal channels of Marketing Communications, sometimes referred to as Word‐of‐Mouth Communications, when consumers/buyers pass on information to each other about, for example, products/services or marketing organizations.
Service Distribution
Service distribution channels comprise service firms, their intermediaries, and their customers.
Service Price
The price of a service is not always readily known or available to the consumer.
Service Encounters
The extent of direct interaction between a service provider and its customers in the Service Delivery process is referred to as service encounters or “moments of truth” or “critical incidents” (Carlzon, 1987; Czepiel, Solomon, and Surprenant, 1985).
Service Characteristics
A number of generic characteristics of services distinguish them from products, namely: intangibility, inseparability, heterogeneity, and perishability.
Service Environment
The service environment (or physical evidence) plays a key role in almost all service production and delivery ( see Service Delivery); exceptions would comprise remote services such as communications and utilities.
Servqual
Parasuraman's five major dimensions of Service Quality (tangibles, reliability, responsiveness, assurance, and empathy) form the basis for the SERVQUAL questionnaire (Parasuraman, Zeithaml, and Berry, 1988). This has 22 pairs of Likert‐type scales.
Macro Marketing
Macro marketing embraces marketing's role in society and can be defined as “the delivery of a standard of living to society.”
Service Recovery
Service organizations typically strive for zero defects in their Service Delivery, that is, 100% Customer Satisfaction, to get things right the first time.
Service Quality Measurement
In measuring service quality, organizations may often compare consumer expectations of service(s) with their perceptions of actual service delivered, rather than just assessing Customer Satisfaction with a particular service outcome.
Utility
Businesses, in providing products and services through their production and marketing activities, create a number of kinds of economic utility to consumers.
Service Failure(s)
Organizations should strive for zero defects in their Service Delivery, to get things right the first time.
Personality
Personality refers to those characteristics that account for differences among people and are predictive of their behavior.
Consumer Perceptions
Consumers are continually exposed to a multitude of stimuli from companies, the environment, and other people and endeavor to make sense of visual stimuli through the perceptive process, which may be defined as the result of interaction between stimuli and individual/personal factors.
Business (26 works) · Marketing (25 works) · Service (business) (18 works) · Computer Science (16 works) · Customer Service Quality and Loyalty (15 works) · Mathematics (8 works) · Process management (8 works) · Digital Marketing and Social Media (6 works) · Service and Product Innovation (6 works) · Service delivery framework (6 works)