Below are this chapter's featured key terms. The textbook's full glossary is also available for online searching.
 

capacity management	Making service capacity as productive as possible without compromising service quality. (See page(s) See page 336 in your textbook.)
customer contact audit	A flowchart of the points of interaction between consumer and service provider. (See page(s) See page 330 in your textbook.)
four I's of service	Four unique elements to services: intangibility, inconsistency, inseparability, and inventory. (See page(s) See page 325 in your textbook.)
gap analysis	An evaluation tool that compares expectations about a service offering to the actual experience a consumer has with the service. (See page(s) See page 331 in your textbook.)
idle production capacity	When the service provider is available but there is no demand. (See page(s) See page 327 in your textbook.)
internal marketing	The notion that a service organization must focus on its employees, or internal market, before successful programs can be directed at customers. (See page(s) See page 335 in your textbook.)
off-peak pricing	Charging different prices during different times of the day or days of the week to reflect variations in demand for the service. (See page(s) See page 336 in your textbook.)
service continuum	A range from the tangible to the intangible or goods-dominant to service-dominant offerings available in the marketplace. (See page(s) See page 328 in your textbook.)
services	Intangible activities, benefits, or satisfactions that an organization provides to consumers in exchange for money or something else of value. (See page(s) See page 324 in your textbook.)