Date post: | 15-Aug-2015 |
Category: |
Leadership & Management |
Upload: | sameer-mathur |
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How do we define and classify services and how do
they differ from goods?
Shubham GoswamiJadavpur University
Any act or performance one party can offer to another party that is essentially intangible and does not result in the ownership of anything
Variability
The quality of the service provided may vary. Thus customer satisfaction is also variable.
Summary
Service-Mix categories
• Pure tangible good• Tangible good with
accompanying services• Hybrid• Major services with
accompanying goods and services
Distinctive characteristics of services
• Intangibility• Inseparability• Variability• Perishability