小宮路雅博１４９‐１７８／１４９‐１７８
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3 (intangibility) (intangible) (intangible goods) (tangible goods) (variability) (heterogeneity) (variety) (ambiguity) (perishability)
4 (simultaneity) (inseparability) (delivery) (distribution)
5 (Lovelock, C.H.) Lovelock and Wright1999p. 15. Figure 1.3 Lovelock and Wright1999p. 15. Figure 1.3 Figure 1.3
6 (Shostack,G.L.) (Shostack1977) tangibility spectrum
7
8 (intangibility) (Nelson, P.) (experience goods) (search goods) (credence goods) (Nelson, P.) (Nelson1970, Nelson1974) (search goods) (experience goods) (search attributes) (experience attributes)(credence attributes)
9 service experience perceived quality
10 Lovelock and Wright2001p Figure 8.9
11 physical evidence
12 (Levitt, T.) (Levitt1976) (empowerment) (enablement) (CP: contact personnel) Levitt1976 Lovelock and Wright1999pp
13 (customer retention) (service factory)
14 (service system)
15 (co-producer) interaction (partial employee) (co-consumer) (partial customer)
16 (CS/D: customer satisfaction/customer dissatisfaction) (service script) (external marketing) (internal marketing)
17
18 (hall) (kitchen)
19
20 (Schank, R. C.) (Abelson, R. P.) (Schank and Abelson1977) (schema) (event schema) (event schema)
21 jaycustomer jaycustomer jaywalker jay (customer dissatisfaction) (customer defection) Lovelock and Wright1999pp
22 (service preview)
23 (perceived cost) Lovelock and Wright1999 pp p. 225 Figure 11.1
24
25 (outcome quality) (process quality) (service demand)
26 (service capacity) 2008pp
27 2008p. 98
28 (reservation system) (queuing system)
29 JR
30 2008 pp Levitt,T.1976 The Industrialization of Services, Harvard Business Review, September-October, pp Lovelock, C. H. and L. K.Wright1999Principles of Service Marketing and Management, Prentice Hall, Inc. Lovelock, C. H. and L. K.Wright2001Principles of Service Marketing and Management, 2nd ed., Prentice-Hall, Inc. Nelson, P.1970 Information and Consumer Behavior, Journal of Political Economy, vol. 78, pp Nelson, P.1974 Advertising as Information, Journal of Political Economy, vol. 82, pp Schank, R. C. and R.P.Abelson1977Scripts, Plans, Goals and Understanding: An Inquiry into Human Knowledge Structures, L. Erlbaum. Shostack,G.L.1977 Breaking Free from Product Marketing, Journal of Marketing, April, pp
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